Hi @Kellycur,
Thank you for your post! Sorry to hear you are experiencing issues with the purchase.
From what you mentioned, it seems like you already escalate the case to a claim and you are in the initial phase when the seller has 10 days to answer back to PayPal. In general, if the seller doesn't respond, the case will automatically close on the 11th day with the refund. If the seller answers the claim, instead, we will investigate and make a decision based on our User Agreement. If we decide in your favour, we will send you an email with the correct address the item has been sent to.
Please note, that as part of the PayPal claim process for 'item significantly not as described', it is a standard procedure to request for the item to be returned to the seller to receive a refund of the original payment and shipping cost. The buyer is responsible for return postage costs and, as previously mentioned, you can have a look at the 'free return shipping programme' to discover how to get reimbursed of part of the shipping costs.
Hope this helps,
Jenny
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