Case help

[emymathias]

I don't know how to deal with him how can I get my money back to my wallet my costumer make case to me, because my money on hold since 15/7/2022 today I open my account I can't find it anymore, what can I do

[PayPal_RebeccaN]

Hello @emymathias, 

Thank you for your post! 

I understand you would like help with a PayPal case. 

You can view PayPal's Seller Protection here: What is the PayPal Seller Protection Policy and what items aren’t included? & PayPal Security for Buyers and Sellers | PayPal 

If your buyer has opened up a case, it is important to ensure you are responding to this case within the outlined timeframe. If you have an ongoing Item Not Received case, see: How do I prove that I've sent an item to the buyer? (paypal.com)

If you have experienced a chargeback, see: What is a chargeback and why did I get one? (paypal.com) 

I hope some of this information can help you with your case. 

Have a nice day. 

Rebecca 

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