Hi, there!
Thank you for your posts and welcome to the Community Forum!
@rivenz - If a payment has been placed on hold due to the risk of an unauthorised transaction but the buyer has authorised the payment, the buyer can log in to the PayPal account and close the case. In general, our security system can place any transactions on hold if it detects a high risk. Otherwise, you can refund the payment and ask the buyer to send another payment.
@My2sunshines081 - If a buyer has filed a chargeback, it would mean that the case was filed with their financial institution and not with PayPal. When this happens, we do not have ownership of the case as it is entirely decided by the buyer's bank. If the buyer did not dispute the transaction, her bank could have done that on her behalf. Only her bank can close the case! We do offer Seller Protection policy and you can check this link for the eligibility. If you were charged a fee, though, this would mean that the payment is not covered and you should have received an email explaining why.
I hope this helps!
Martina
