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I recently opened a claim on a specific merchant as unauthorized on accident. I should have filed a "dispute" as item not received instead. Because this was escalated to paypal and filed incorrectly (closed as denied) I am not able to file the dispute correctly again.
You need to contact customer service to change dispute type, go to message center ("contact us" at bottom of page and then "message center"), start a chat and enter "need more help" when prompted, wait for live agent to respond (could be a while, you can check back periodically, conversation stays open).