I had a buyer open a case on ebay and then, upon having it rejected there, through paypal for NAD, after she had ripped the zipper apart on one of the shoes (she filed claiming the zipper was sticky w/no mention of the damage). After seeing the claim was approved, I called CS that day and was explicitly told by a representative (even after I pointed out that I provided screenshots of the buyer herself admitting to damaging the item and providing pictures in my response) that I would be able to call Paypal upon delivery of the item and file a claim so a refund wouldn't be issued to the buyer. The explanation was that this was to avoid a chargeback so I wouldn't have my money and shoes both lost to me, and that the funds would be pending, not automatically removed from my account. I was told to take pictures of the entire unpacking process upon receiving them back (which seemed redundant given the explicit admission of damage). But I am reading on the claim page that, "A closed dispute cannot be reopened or escalated to a PayPal claim" and that a refund will be issued immediately upon delivery confirmation. I am worried I was purposefully mislead from appealing the (imo erroneous) decision made in the claim? Is there a time frame for me to call to prevent the refund going through, do I open a separate claim afterwards, or will this be closed automatically with no other options??
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