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PayPal not responding to a claim

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PayPal not responding to a claim

So PayPal has offered an unfair ultimatum about shipping a product back. THe product was fireproof skulls for a firepit....in 5 minutes they burned into dust. Cant send back. Pictures were provided to PayPal. There is no way to send the products back and PayPal does not offer me a response to their "resolution". What do I do now. I nave tried the message center.....still waiting