If you used PayPal Credit, I went to them after no success communicating with PayPal. Since I had no success reaching PayPal after they denied my claim, even though the shipping info was fraudulent (confirmed by UPS), I found PayPal Credit to be much more helpful but still in process. PayPal Credit is a different bank/company but they are connected. Another option is to file a complaint with the Better Business Bureau (https://www.bbb.org/consumer-complaints/file-a-complaint/get-started), but do not go with both options (pick BBB or PayPal Credit). I did both and PayPal rejected my BBB claim because I had already filed a claim with PayPal Credit.
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