Case Still Open After Client Cleared Dispute: Negative Balance Issue

[devon0413]

Hi,

I need help with an issue regarding a dispute on my PayPal account. My client filed a dispute requesting a refund for a payment made to me. However, the client has now informed me that they’ve cleared the dispute.

Despite this, the case is still showing as "open" in my PayPal account, and my balance remains negative. I’m unsure why the status hasn’t been updated or how to resolve this issue.

Has anyone experienced something similar? What steps should I take to get this resolved?

Thank you for your guidance!

[kernowlass]

@devon0413 

The buyer may have not actually closed the case in which case as long as not escalated it will time out at 20 days post opening.

[devon0413]

Thank you, @kernowlass,

I have one more question:

If the client does not close the case, will it be automatically escalated to PayPal, or does the client need to escalate it manually?

[kernowlass · Accepted solution]

@devon0413 

Either buyer or seller can escalate (I don't advise you to do so) but if neither party escalate then it auto-closes at 20 days post opening.

[devon0413]

Ok, sounds good. Thanks for your quick reply.

[kernowlass]

@devon0413 

You're welcome, how quickly I reply depends on when I decide to log on and help a few folks.