Hi @Petra44,
I'm sorry to hear about any confusion with your recent claim. It could be one of a couple of things. Either there were multiple claims opened by the buyer resulting in a denial message for one of the claims, or there was an error in the handling of the case.
If the buyer opened a dispute for one reason (for instance, unauthorized payment) and then subsequently attempted to dispute the transaction for a different reason (for example, Item Not Received or Significantly Not As Described), the first claim might be denied so the second claim could be processed. Similarly, if the buyer disputed via eBay and then opened a claim on PayPal, the second claim would cause the earlier claim to be closed.
On the other hand, there is certainly the chance that there may have been an error, causing a message of decline to be sent to either you or the buyer incorrectly.
Please contact customer support to investigate the situation. A representative can get to the bottom of what happened and either explain it, or fix it. If a mistake was made, PayPal is committed to correcting the error. You can reach customer support by Facebook, Twitter, or phone or email.
I hope this helps!
Olivia
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