trying to refund a buyer and trying to relist item for free

[sooli66]

trying to refund buyer (who never piced up item and changed her mind), going through ebay up to "refund and relist item for free" and over the week it always ends up saying "something went wrong, its not you, its us" please try again, and it is just not going through?  Any suggestions?/

[kopenhagen5]

You need to cancel the purchase which will prompt you to refund.

Then once it has been processed you can relist.