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oh dear, sadly this scam and the 'support' line was more scammers.
Wish you had come here first.
They encourage you to accept a 'direct' Paypal payment and may ask you to send the item internationally.
No funds or activity of the transaction shows in your Paypal account and any emails 'may' go into your junk/spam folders.
You will get/got a "fake" email that looks as though it is from paypal.....it isn't because they don't actually have a Paypal account and have no intention of paying you.
It will say the buyer has paid ...you won't have been paid.
They will tell you that the payment is released when you provide paypal with a tracking/shipping number......this won't happen.
Paypal NEVER tell you to send an item before the payment is showing in your paypal account, which is INSTANT.
Paypal do not tell you to send trackable, they advise it for selling protection but it is not compulsory.
Delete any emails and ignore the scammers.
Sorry but what can paypal do for you? I have already told you its a SCAM.
None of the transaction would have been done using paypals site, you sent a phone before you were paid and relied on fake paypal emails unfortunately.