There are no screenshots attached, but please do not provide any personal information on the forum.

Are you fully signed up and ID verified for the new Managed Payments system?

Are you completely familiar with the Seller Hub? 

The problem is that since you are a new seller, Ebay holds your funds for up to 30 days, but you are still expected to send the item (with tracking). You absolutely cannot make the buyer wait - you need to ship within your stated handling time.

Ebay would not remove funds unless the buyer paid, so it appears that the buyer paid, the funds sat as "pending", and you were expected to ship, which you didn't. No wonder the buyer opened a case.

So you have the shoes and the buyer has their money back? I don't see the problem.