Sue:
A PayPal rep is a hit and miss thing I think. I got one a few years ago - it was through an email and they gave me a name and "direct" number. The direct number is still one of those push 1 for this and 2 for that. Also over the few years the person has changed. A friend of mine that does far bigger PayPal volume than I do doesn't have a rep. So ... long story short, I'm not sure. However, I would suggest when you call them you ask for a rep and see what they offer. All they can do is say no and maybe they will give you one. One advantage is that the "rep" has your file at their fingertips and there isn't all of the same old questions about how do you spell your city, or you first or last name, and what's your secret question and answer. TRhe other advantage is you don't have to repeat a story over and over as they already know your history.

As Judy said I would file a NPB with eBay. At the very least you can get your fees back. If the buyer doesn't reply with a new payment I would also send an email and a letter to them telling them they have so many days to return your material.

Keep us informed as to what's happening. Hope this works out OK for you. It sure is no fun to have sent material and then the person gets their money back and keep the item. And really, do ask for a rep when you have them on the line.

Garry