We are rolling out a live chat option for Customer Service.
We don't have an ETA on when the system will go live, but it is expected to be up and running by the end of the year.
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PayPal always suggests trying to resolve the issue with the seller if at all possible.
However, if they are rude, unresponsive, etc. do not hesitate to escalate to a claim.
Hope this helps.
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"there is no record of it on PayPal, just an unpaid invoice there is no record of it on PayPal, just an unpaid invoice"
Unfortunately, if there is no transaction record with PayPal, there's not much they can do for you.
I would block the "customer" to avoid any further contact and/or problems.
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