Claim denied because of tracking number

[runhk]

I recently received a fake item from China. Paypal agreed that I should get a full refund. I posted the item back to the seller and provided the tracking number to paypal. Then I received the following message. 

"We reviewed the claim(s) you filed on 12 November 2019. Unfortunately, we had to deny your claim(s). The decision was made because you did not provide the tracking details we requested."  - case closed

I am at a loss I have checked the tracking number it is in order and the package is on its way. The case is now closed and I am out of pocket  for both the item I paid for and the expensive postage and tracking I paid to send it back the seller in Fuzhou who is laughing all the way to the bank.

Is there no way I can get contact Paypal about this?

[kernowlass · Accepted solution]

@runhk 

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. Scroll down past the list of help questions and click on 'Call us' bottom of that page. Log in and get the code.
OR
have you considered contacting Customer Service via Facebook or Twitter?
You can send them a personal message from their facebook or twitter pages.
It's: https://www.facebook.com/PayPal and @AskPayPal for Twitter.

[lippyjb]

I added the tracking number in the resolution center with the returned item within the time frame given.  I just received notification that the claim has been denied because there was no tracking number?  What is the problem.  Why was it denied?  All info requested was provided