buyer chargeback case still open despite email from paypal chargeback cancelled?

bigtidyup
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Buyer opened unauthorised transaction for item they received signed for myhermes courier, and had left positive FB for in Feb 2018. After contacting paypal and sending screenshots of full courier delivery info and also positive FB left, I received email from paypal stating payment returned, yet case is still open in my paypal, stating buyer requesting further information. When will this fraudulent claim be closed?  : 8J9275689F442411E

 

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