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This is not a customer service site, this is a community blog/forum. You need to start a chat, or other means to get to PP customer service, then explain your situation, which by the way is all too common; it's a scam that I had gone thru not too long ago. Don't close the case, but contact PP before it expires, chat is one way like I said, get past the bot and talk to live agent, keep pressing even if they just repeats that you must return item to seller at an address in China or Hong Kong, which is most likely bogus so even if you do send a package back it will never get delivered. Seller don't have to do anything further, all the burden is on buyer/victim. This tremendous loophole has been known for months if not years and scammers (mostly from overseas) are having a field day.
So to summarize, don't close the case on your own, keep contacting PP to plead your case (I chatted with 4-5 agents before one finally helped me). And keep postin to let others know what crappy customer service and purchase protection PP has.
I know it isn't. Their site for resolution goes in circles and doesn't let you contact them after a certain point, just letting my case be heard and hopefully get some advice, thanks for yours. I've tried everything, and they closed the case and told me to deal with the company directly. What good is PP's prtection claim if they don't back it up? I'm done with PP, it was the only reason I used them in the first place. Thanks for replying.