Retailer asks closure of claim before refund

[Charente]

A retailer has agreed they should make a refund but says the claim I have made under PayPal has to be closed before the refund can be made. This does not sound right to me. Has anyone and info on the procedure?

[sharpiemarker]

@Charente 

Do not close it unless you get your money back or the goods you ordered. You only get once change at the trough. Since they asked you to close the dispute, there's nothing more to discuss with them so you escalate for PayPal to step in to make a ruling.

If this is a case of significantly not as described, you will be asked to return item on your dime for a refund. That's how PayPal resolves such cases.  If that is not suitable for your needs then, you may try to dispute through your card issuer exclusively instead where the terms are broader.

[Charente]

The goods I ordered are still in their basket, never sent. They could not even confirm receipt of the money and did not respond to my emails until I said  was opening a claim with PayPal. Simple solution would be for them to send the goods then everyone would be happy!