I pre-ordered (two months before release) a video game from a reputed game seller who I've bought from for 13 years. They took the money a week later so I assumed they had secured the stock. The game has released but they haven't received the shipment and do not seem to be getting it any time soon. I emailed their customer service asking for an update but got no reply, so I sent another email 24 hours later asking for a refund but got no reply (this seller had a CS team that used to reply within 2 hours). So I opened a PayPal dispute and got a reply within 6 hours. The Seller is asking me to close the dispute before they can "process the refund" but I find that to be sketchy and PayPal itself doesn't recommend it until the refund is received. So I asked the Seller to proceed with the refund and once I had proof of it I would close the case but they are now telling me to send a screenshot of the closed case before they can help for the refund. Do I close the case or do I escalate it? The trust has been eroded but I also know once I close it I lose my only real chance of getting the money back.
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