how do I contact ebay or paypal to discuss an open case?

[450ilovecats]

How do I contact eBay and/or PayPal to discuss an open (dispute) case? 

The Buyer and I have been exchanging emails and the situation is being resolved, but I can't get eBay or PayPal to acknowledge this, and I can't issue a refund.

(eBay obviously encourages communication between buyers and sellers on platforms other than through eBay messages because they provided each of us with the other's phone number and personal emails).

I am SO frustrated!  I just want to do help my Buyer get the refund she wants for an item she doesn't.

[femmefan1946]

Why do you need either eBay or PP to help with this?

Go to the original payment on your PP account. Hover over the status and you should see 'refund'.

Click.

You can then refund all or part of the payment.

Your PP fee for accepting the payment will also be returned, so the buyer gets all her money back.

This assumes that the item is back in the seller's hands. The seller should NOT refund until he is satisfied about the status* of the item.

If you do nothing else, the dispute will close itself.

*Usually the unwanted item is returned. Either the buyer or the seller can pay the return shipping.

Sometimes the seller will accept photographs of the unwanted/damaged item.

[femmefan1946]

BTW.

You don't actually have to refund directly from the payment, although that is the logical way to do it.

You can also go to the PP Send Money option and refund from your PP balance.