How can I add more information to a open refund claim?

[wilby457]

I ordered a item the first of December 2109. The item never shipped. I emailed them and never got a reply, and their website disappeared totally. I filed a claim with Paypal for a refund.  The seller finally replied to paypal and gave them a tracking number for a item that Shipped AFTER they gave the tracking number in January 2020.  I finally received the item a couple of days ago, and low and behold it looks nothing like what I ordered.  I need to add pictures and information to my open claim for refund.  I can not find any way to do that.  Can someone please tell me, or do I have to start a whole new claim because they sent me different item?

Thanks for any help!

[sharpiemarker]

@wilby457 

See if you can change reason of claim:

https://www.paypal.com/us/smarthelp/article/can-i-change-my-reason-for-filing-a-dispute-or-claim-faq...

If not, contact customer services to do it for you:

Log on, click HELP on top menu, scroll down to click CONTACT US, and then scroll down to click CALL US or other contact options.

Call early, during business hours, west coast time to try to get a US rep. 

Or contact via social media:

Facebook (US): https://www.facebook.com/paypal

Twitter (US): @AskPayPal