Should I have opened a new dispute?

[brenlynn]

I recently used the resolution center to open a case for items I had not yet received.  The seller responded within 24 hours, provided a tracking number proving my order was on its way, and then asked me to close the case first (before receiving the order), which gave me a bad feeling. I did not close it.  Five days later I received the items, however... although similar to what I had ordered, they are clearly different than the product featured in their video advertisement. One item was even missing parts.  

I contacted the seller, explained the situation, requested a return label, and a full refund.  The seller replied again in a timely manner, apologized for the bad buying experience, offered me a 30% partial refund and said I could keep the items.  I responded and told them a 30% partial refund is unacceptable considering I was mislead by their advertisement, and one of the items was even missing parts. Again I requested a full refund and return label.  After 24 hours with no reply I messaged them again, requested they contact me regarding my refund and if I didn't hear from them by the following day I would consider that their refusal of my full refund and I would be forced to escalate the case further, which is what I did.  

Paypal has yet to receive a response from the seller, and stated they will contact me by January 1st.

Even though I've never had to escalate a dispute, I'm more than confident Paypal will side with me.  However everytime I check the resolution center the page caption of "ITEM NOT RECEIVED...CLAIM"... bothers me.  Is Paypal overly technical and may close the case in favor of the seller, since initially I utilized the Resolution Center for not receiving the order (which has since been received.)  Should I have opened a new case, or does Paypal look at the whole picture, and I'm worrying for nothing?

[sharpiemarker]

@brenlynn

You can change your reason if you originally filed a dispute because you didn’t receive your item, and then received the item but found it to be different from the description.

Here's how:

1. Go to the Resolution Center.
2. Select Open Cases.
3. Find your case and click View from the Action column.
4. If you haven't escalated to a claim yet, click Change your reason for this dispute.
5. If you've already escalated to a claim, click Change your reason for this claim.
6. Follow the instructions provided.

By changing the dispute reason, you automatically escalate the dispute to a claim. This means that you're asking PayPal to review your case and decide whether you're eligible for a refund. We reach a decision in most cases within 30 days.

With PayPal SNADs disputes, PayPal requires you to return item at your expense in order to get a refund but could request reimbursement from PayPal.

To contact PayPal customer service: 

Click HELP at the top menu, scroll down to click CONTACT US, and then scroll down to click CALL US.

Or private message via social media:

Facebook: https://www.facebook.com/paypal

Twitter: @AskPayPal