I disputed through both PayPal and VISA - now what?

[AF_1980]

I disputed a transaction through both PayPal and VISA, the credit card I used with PayPal.  PayPal now reports that it can't complete the investigation:

We Can't Investigate or Decide This Case

You filed this dispute with your financial institution or credit card company, not PayPal. We can’t provide additional details or updates on this claim because we don’t have access to your financial institution’s investigation details.

Please Contact Your Financial Institution

You will need to contact your financial institution or credit card company directly for additional information and final resolution regarding the disputed transaction.

Any advice on the best way to proceed from here?  The merchant and I have a tentative agreement - they'll give me a partial refund - but the merchant can't do that through PayPal while the transaction has a status of "under review."  Should I cancel the dispute with PayPal, and just handle it through the credit card company? Or cancel the dispute with the credit card company, and handle it with PayPal?  The credit card company CSRs have been much quicker to pick up the phone, and much more knowledgeable, during this process.

[kernowlass]

@AF_1980 

https://www.paypal.com/us/webapps/mpp/ua/useragreement-full?locale.x=en_US

You must choose whether to pursue a dispute with PayPal under our Purchase Protection program, or to pursue the dispute with your card issuer. You can’t do both at the same time or seek a double recovery. If you pursue a dispute/claim with us and you also pursue a dispute for the same transaction with your card issuer, we’ll close your dispute/claim with us. This won’t affect the dispute process with your card issuer. In addition, if you pursue a dispute with your card issuer, you cannot pursue a dispute/claim with us later.

[AF_1980]

kernowlass, thanks for the reply.  That all seems logical to me, but I haven't found anything in the user agreement that discusses that. Can you point me to the relevant language, either there or in some other document?

[AF_1980]

Ah - I see it. It's under the section titled "PayPal's Buyer Protection Program."

https://www.paypal.com/lu/webapps/mpp/ua/buyer-protection#top