Cannot find case in Resolution Center to accept partial refund from merchant

[tyballer]

Hi team

I received an email to accept a partial refund offer in the resolution center from merchant by tomorrow.

I got the CASE ID but when i paste it in the resolution center it shows no results.

Verified that this is the correct paypal email I purchased from.

Contacted customer service on live chat, no reply since last week.

Called hotline during office hours, no one is avaialable as they say it's COVID season.

Kindly advise