Hey @SWDC1234,
Thank you for your post and welcome back to the PayPal Community Forum!
When a case is opened, the amount of the case will go on hold for the seller for the duration of the case.
The seller should have the ability to accept liability on this case, for steps on doing this see: How do I respond to a PayPal dispute filed by my buyer? The seller can issue a full refund via the PayPal case.
With a dispute, PayPal doesn’t get involved or decide the outcome. To ask PayPal to step in, the case must be escalated to a claim within 20 days. If you need help escalating a case, see: How do I escalate a dispute to a claim? A dispute that is not escalated to a claim within 20 days will close automatically.
Alternatively, the seller can contact us directly for help with this. To contact our customer service team, click 'Help' or 'Contact' at the bottom of any PayPal Webpage. You can also contact us via Facebook PM's or Twitter DM's. For Facebook: https://www.facebook.com/PayPal For Twitter: @AskPayPal I hope this helps, have a nice day! Rebecca If this post or any other was helpful, please enrich the community by giving kudos or accepting it as a solution.
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