Hi imw76,
Thank you for contacting the PayPal Community Forum, and welcome as a new member!
I apologize for the confusion regarding the case status. Once the claim is escalated to PayPal, we will review the information submitted by the buyer as to why the case has been opened. We will then request information from the seller, relevant to the case, and the seller has 10 days to provide this information to PayPal. Once the seller has provided this information, it is reviewed by an agent before any further correspondence is sent to you. You will be contacted via email if any further information is required from you.
- Siobhan
... View more