As the poster above correctly stated clicking on 'resolve' will take the transaction into the resolution center where you can propose the resolution you would like, in this instance I would suggest 100% refund with no damage to your stats as it would appear the order was never shipped. The resolution staff can review all the messages exchanged between you and the vendor so there is no need to copy and paste lengthy details, just keep it succinct and factual when explaining the circumstances of your situation. If the vendor does not return a counter proposal then the resolution staff will make a determination on your behalf. If however the vendor does come back with a counter proposal make sure to respond to it. Once in the resolution center orders will never auto finalize, more information on how escrow and the resolution center works can be found in the SR wiki. ssbd