how to esculate a refund

[LMc54]

Hello I purchased an item in January from USA it never arrived I notified PayPal who opened a case but now have an email from paypal suggesting I esculate the claim but 3/3/20 I'm getting frustrated as I dont know what to do

[kernowlass]

@LMc54 

https://www.paypal.com/uk/smarthelp/article/how-do-i-escalate-a-dispute-to-a-claim-faq822?app=search...

[Rose424]

I dont understand this! We order something n dont recieve it, so we contact sellers n nothing so we put claim, paypal tries to contact n still nothing, so why cant I just get a refund? Company didnt live up to bargIn after they took our money, that should be the end of that but No paypal has found a way to make it more difficult for us telling us we must ESCULATE, WTH??? I lost a case bc I had no idea we had to do that. I tried n follow the directions n click on claim but nothing happens ,SO HOW DO WE ESCALATE??? FUSTRATING!!