$2067 refund amount on a $10 transaction, how is this possible and why is PayPal allowing it?

[hacph]

We are a small NGO operating in Asia, we received a payment of $10, now they want a refund, and that's okay. But the refund amount is $2067, how is it possible that the refund amount on a $10 transaction is $2067? And what can we do about this? PayPal does not provide any option other than to give the amount they are asking for, $2067, which is utterly insane. We emailed PayPal four days ago, no response. To be clear, we did NOT receive $2,067 so it is crazy that they managed to seek that amount for a refund, since we never received it. We did receive the $10. It was a donation, so no merchandise or services were involved.