Rio Tippet Rings

ok we got an order from someone who paid thru Pay Pal express but we didnt have the item the purchased in stock. So we refunded them but 2 things were wrong. We didnt ever set up a pay pal account and also the money never went thru to us. So we didnt refund them anything and they called us saying they never got the refund. and we dont know where the money went since we never had a pay pal account set up.