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Thanks for posting in the forum and apologies for the delay. Sorry to hear about this confusion this has caused. If you still need clarification, the best option would be to contact us via Facebook or Twitter: @AskPayPal or from the Contact us option in your PayPal account. This will ensure that we can follow up on this.
Might be in a similar situation in the future. Let me know how things work out!
Did you try checking the date of the email? Also, has the refund entered your bank a/c?
What does the "pending date" on the dispute/claim say?