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how to get ebay to refund my money to paypal.

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I placed an item on Ebay and a lady wanted it. So I was contacted by ebay and told it was sold. Later the lady emailed me thru Ebay and said she had never bought on Ebay before and she failed to see in my ad that she had to pick it up.  She decided she could not do that since she lived in Knoxville. As it turned out Ebay charged my account 21.plus dollar for this sale but the item really never sold.  The lady never paid and I never collected a dime. I have tried to e-mail Ebay concerning this but cannot seem to get my money back. What do i Do.?
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