AGREED!!!! I've had the same problem but the opposite way - I'm the buyer who didn't receive an item, filed a claim, and when I got it it was the wrong item and I have zero idea how to talk to PayPal to update my claim with this detail. As far as I can tell PayPal will see that the item was shipped and my case will be resolved, and then the only way for me to amend the details is with an appeal -- this has been exhausting and so unhelpful!!!! I appreciate that we're in a pandemic and answering questions can be hard, but all the other big sites like Amazon at least have a chat feature in place. It's really not user friendly and I am definitely less likely to use PayPal based on their handling of my dispute.
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