eBay Promised refund, didn’t deliver. Victoria

I have tried to resolve this multiple times with eBay but keep getting promised a refund but it never arrives.
Short story is. I sold a jacket to a buyer who asked for a refund. A refund was granted on the agreement that it would be posted back. I have not received the jacket back and the buyer will not respond to messages from myself or eBay.

She has a full refund, my jacket and a postage label to return but has refused. I have contacted eBay and they have promised a refund back to me but have failed to deliver. This has been going on for months now. Each time I call I get a different operator and a different excuse why I don’t have my refund. I have included evidence that eBay have promised a refund. Ebay have rewarded a scammer. She is still buying and selling on eBay.