PayPal resolution

[Glittercandle]

I ordered an item for click and collect and paid with PayPal.
I didn’t collect the item (had 14 days to do so) and assumed I would get a refund. After three weeks I got a message to say I had collected the item which I hadn’t.

I couldn’t get through to the company so opened a PayPal dispute.
The company then messaged via PayPal telling me they would contact the local store to find out what happened but in the mean time I had to close the dispute in order to get a refund. The local store haven’t been in contact.

Surely you only close the dispute once you have received the item/refund or should I do as the company asked?

Keep it open. If you close it that's it!

Agree, keep it open until you have item as Paypal won't let you open again once it is closed

Thanks I’ll give the local branch a few days to respond to me, if they don’t I’ll escalate the issue rather than close it. Seems odd for a large company to make that suggestion.