What is going on with case resolution?

I sold an item. Delivered to ebays international shipping center. Buyer in Italy says they didn't receive it and opens case. Ebay says "we've got this handled" and automatically closed the case because it's at their shipping center so it's their "responsibility" now. Next day I receive a message saying the case was closed in favor of the buyer and they were refunded, stating I didn't provide proof of delivery. It was delivered to the shipping center. I'm appealing the case but is there something else I missed? I'm very confused and frustrated.