I have a customer who received the wrong item. I want to refund her but not showing in paypal

It says on Ebay she has paid and when I look on paypal it is not there.  Otherwise i would have just refunded her there.

 

I have asked for her email address so I can refund that way but she said you should be able to do it with her ebay name.

 

Help Please.

 

Sue

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