EBay buyer saying g she never bought or paid for item

[TulipsfromAmsterdam]

I have a complicated query and would appreciate advice please. I sold a pushchair and buyer paid immediately. Arranged postage with parcel force and sent eBay despatch notification after collection. Same day got message from eBay saying buyer never bought or paid for the pram and wants refund. I agreed but was totally confused as item paid by her husband and delivered to her address. As she was only 20 miles away agreed to collect and sort refund. However as dispute open PayPal have placed funds on hold and I am not able to refund her anything never mind less the money for p+p which she agreed to let me keep. Have rang both eBay and PayPal who are rubbish and as I now have pram back buyer wants me to pay bank transfer. Don't know what to do next as just want it sorted asap! Thanks

I have tried to do the above but it tells me as there is a case open I can't refund for some reason. Tried on app and classic site without success. Hope PayPal just sort it soon and will just have to accept loss in p+p.

Oh ok, that's v strange. You should be able to refund to close the case.

Finally managed to do it on phone app. The original payment was released to me and the buyer will receive refund by echeque from bank account in a few days. Thank goodness its sorted but put off selling on eBay unless its really low value from now on .
Buyer now believes her toddler bought it 😓

Do cash on collection for the buggy next time.

btw buyer was wrong to open a not as described case. She was the one in the wrong not you and should have asked for a cancellation. Make sure you get your fees back.

My son bid on an item on EBay for me when he was a toddler. He put a max bid of £104 on a pair of baby trousers I was watching. You won't be surprised to hear that I won them, for around a tenner! Ebay always sides with the buyer and unfortunately unscrupulous people can take advantage of this