Case closed but reopened ?

[Sourmash5150]

Hi..put simply I sold an item which was damaged in transit, just packaging and very slightly it was well packed, re I wasn’t too happy ..but PayPal agreed in buyers favour ,for a refund so I sat waiting for item ..didn’t come..PayPal shut the case in my favour as the tracking was incorrect ..only they’ve now reopened it and asking buyer for more info now..so confused ..I thought they couldn’t do that ? Apparently a claims specialist will let me know by 27th .,,any help here ..do PayPal have a phone number .?

[kernowlass]

@Sourmash5150

A buyer can't re-open a dispute but they can appeal to paypal and paypal can open it.

Click on the words "Help / Contact" at the bottom of paypals pages and use the phone option in the blue band at the top OR very bottom of page dependent on what country you are in. Log in and get the code.

When you get through don't select any options just hang on till you get transfered to an agent OR just say the word 'Agent'".