If you did not get an email from PayPal to your PayPal email address that the funds were in, it is possible you had the incorrect email address on the listing.
Go to your item in your My eBay, at the drop down menu alongside to the right where it says actoin click relist similar, scroll down and check the email address for payment? Is it correct? If not then your payment has gone to an email address not associated with your listing, if you can add this email address and confirm it to your PayPal account do so and the payment will appear.
If all you are working to is what the buyer has told you and the email address is correct then it is possible they are telling porkies.
Never send an item unless you have checked the email address for receiving payment is correct and that the money is in your PayPal account, showing as either cleared funds or a pending balance.
