Got phone after water damage

[q3a]

I bought Android smartphone as my 2nd phone. Played some games and used it as GPS for out of state journey. Didn't try to call. Now my iPhone is broken and I wanted to put my SIM card in that Android phone and use it until I'll buy iPhone SE2.

But when I tried to call - nobody could hear me. I checked water indicator - it was red. I disassembled that phone(I'm technician) and inside on the backdoor someone put his initials(scratched).  I did not check it very well when I received because it looked pretty good, almost like new except a liiitle damage on the back door. But I thought it's a factory bug. Especially it is located on the back - I don't see when I use the smartphone.

So I've opened a dispute, but after 9 days - nothing. I tried to chat to the help support - they said that I should chat to the special dispute support. But website organizes so difficulty and I can not be able to find that "special dispute support". Also, I don't see how to escalate that case.

[kernowlass]

@q3a

How do I open a dispute with a seller when a purchase goes wrong?

You can open a dispute in the Resolution Centre of your PayPal account within 180 days of payment if:
•You don’t receive the item
•You receive an item but it’s significantly different than the description on eBay or on the seller’s website

By opening a dispute, you can communicate directly with your seller to work out a problem transaction.

If you reach an agreement with the seller you can close the dispute. If you're still not happy with the result, you can escalate the dispute into a claim. We'll review the claim and decide on reimbursement.

These steps apply to Personal accounts. If you have a Business account, please log in to see the steps that apply to you.

To open a dispute:
1.Log in to your PayPal account.
2.Near the bottom of the page, under 'More about your account', click Resolve a problem in our Resolution Centre.
3.Click Dispute a Transaction.
4.Select the button beside the transaction you want to dispute, then click Continue.
5.Select ‘Item dispute’, click Continue and follow the on-screen instructions.

Note:
•Generally buyers must wait at least 7 days from the date of payment to escalate a dispute for an item not received
•Where an item has not been received, please ensure you have given the seller enough time before opening a dispute

https://www.paypal.com/webapps/mpp/first-dispute

DO NOT CLOSE THE DISPUTE UNTIL YOU HAVE A CLEARED REFUND OR YOUR ITEM WHATEVER THE SELLER SAYS. ALSO DON'T FORGET TO ESCALATE THE DISPUTE TO A CLAIM WITHIN 20 DAYS IF THE SELLER DOES NOT REFUND.

If that does not work then if you funded your paypal payment via a card then contact your card issuer and see if they will do a chargeback for you.

[q3a]

I opened a dispute 9 days ago. NOone  answers

[kernowlass]

@q3a

Paypal does not do anything until you escalate to a claim.

[q3a]

I know, but I can not be able to escalate - how to do it? Should be special button/link - over there nothing like that.

[kernowlass]

@q3a

Here’s how to escalate a dispute to a claim.

1. Go to the Resolution Center.
2. Click View next to the dispute you want to escalate.
3. Click Escalate to PayPal at the bottom of the page.
4. Add any relevant information for escalating the dispute.
5. Click Submit.

[q3a]

over there NO  Escalate to PayPal at the bottom of the page.

[q3a]

I can click on 

Case actions you can take

Change issue

only