I disputed a transaction through both PayPal and VISA, the credit card I used with PayPal. PayPal now reports that it can't complete the investigation: We Can't Investigate or Decide This Case You filed this dispute with your financial institution or credit card company, not PayPal. We can’t provide additional details or updates on this claim because we don’t have access to your financial institution’s investigation details. Please Contact Your Financial Institution You will need to contact your financial institution or credit card company directly for additional information and final resolution regarding the disputed transaction. Any advice on the best way to proceed from here? The merchant and I have a tentative agreement - they'll give me a partial refund - but the merchant can't do that through PayPal while the transaction has a status of "under review." Should I cancel the dispute with PayPal, and just handle it through the credit card company? Or cancel the dispute with the credit card company, and handle it with PayPal? The credit card company CSRs have been much quicker to pick up the phone, and much more knowledgeable, during this process.
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