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So I just figured it out. Google eBay business policies. Open the eBay customer service page. I used the link from the page to business policies rather than following their instructions about how to get to it from your account. That always confuses me and seems to change every time I look at it. You can then edit and change the name of the policy so it is easier to find in the app. Hope this helps.
That is what I figured out too. The drop down list is impossible. Maybe there is a way to go in and change the list in our business policies?
I had this issue in the past week. eBay customer service added an extension for me of a few days before I had to process the refund which gave me time to do some more digging. I asked my local post office (mine was a USPS package). They told me I could go to USPS website and file an ECC case. I had to put in the tracking and the zip code of where the package was supposed to be delivered. She told me that they forces the post office to find and scan the package. If they can’t find it then it is considered lost and you can file an insurance claim. If it is located then, at least you have another scan to hold the buyer off. That is what happened with me. Some USPS distribution centers are closing down because of COVID and all the packages are having to be sent to another facility and then sterilized. I was able to hold my buyer off and the package arrived.
