Protip: they should file a Notice of Dispute (https://www.paypal.com/us/webapps/mpp/ua/pp-notice-dispute https://www.paypal.com/us/webapps/mpp/ua/pp-notice-disp

Protip: they should file a Notice of Dispute (https://www.paypal.com/us/webapps/mpp/ua/pp-notice-dispute https://www.paypal.com/us/webapps/mpp/ua/pp-notice-dispute). This will bypass the usual customer support chain of command and go straight to PayPal's legal department. While this does not guarantee a more reasonable response, it does mean your case will be scrutinized more heavily by an actual human and is more likely to lead to at least getting an explanation. It is also a required prerequisite before for proceeding further to third-party arbitration.