Hi @SumairaShafqat thank you for clarifying the timeframe with us. I know it's really confusing if you are getting 2 or 3 different information. I apologize for the confusion. Ideally for item NOT received case,we are giving the seller 10 days to respond like providing tracking number,however due to Cov19 pandemic we are giving them up to 20 days to respond. Please keep in mind that you can escalate the dispute 7 days from the original transaction. Once it is escalated to a claim PayPal will kick in. We are giving them 10 days to work on the dispute if this can't be fixed with the buyer,we'll be the one to make a decision. One thing for sure,it's more accurate to use the date on the email as reference. We'll keep you posted through email. Please make sure your claim has been escalated because for the dispute phase that's only an avenue for the buyer and seller to resolve the issue. PayPal is NOT involved yet. With regards to your concern about refund,once we close the case in your favor the money will go back to the original funding source. If you've used your debit/credit card it'll take 2-5 business days which could also take up to full billing cycle and 3-5 business days for bank. If this post or any other was helpful, you may enrich the community by giving kudos or accepting it as a solution.Stay safe and take care.
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