I'm trying to refund the buyer in an open case but I get a message from ebay saying a refund cannot be made due to a problem and tells me to go to paypal to see it. I went to paypal and tried to refund the buyer from there but paypal message tells me that there is an issue with the buyer's credit card and no refund was completed. So, I'm unable to send a refund either on ebay or on paypal and I can't close the case. What should I do? I think I have to select the option "ask ebay to step in" but even if I write all that in the message, will ebay close the case in my favor? What if they still count it as a strike against me? I'm not sure if I should risk asking them to step in. I want to refund the buyer but I'm not being permitted to do that.