Extremely poor customer service

Worst customer service. A buyer bought an item from me without paying for it. I tried to log a non payment sale because it had passed the 10 day period without payment from the buyer, and couldn't do so through the website. I then logged a ticket, they said I would be contacted the next business day. It's a week later, and nothing. I lost out on a sale because if your poor customer service and lack of support.