My Seller cannot issue a refund because there is no refund "button"

[DTristan]

I bought a ferry ticket from this seller but due to unforeseen circumstances, the trip was cancelled and I had to get a refund.
I opened a dispute/case on my end to try to get in touch with them and it worked.
The type of dispute I opened was incorrect so they told me i have to close the case first before they could give a refund. So I did.
Now they are unable to give me a refund because there is no option to do so in their end.
They sent me this screenshot along with this email:

"As per our finance team, there is no refund button shown on your Paypal payment when they checked it on our end that is why the case is appearing to be on hold or on pending status. 

May we request you to please contact Paypal and ask why the payment status is on hold when checked it on our side?"

The official paypal customer support has not been replying to my mails.