Buyer opened an item not recieved case in paypal

[AaronHubler]

My question is simple, I have a buyer who opened a claim and messaged me through Paypal because he never received his item. (Which I know is true because the USPS Lost it)

So I decided to send him a duplicate item free of charge which he has now received.

My money is being withheld in Paypal at the moment, because he opened a case through Paypal. So now that he has received his item, how do I end the case? Does he have to be the one to close it because he opened it? Am I supposed to "escalate it to paypal?" What does escalating it to paypal even mean?

How do I resolve the case and make my money no longer on hold.

Thanks

[kernowlass]

@AaronHubler

2 options.

1. He can close it himself.

2. You can leave it as a dispute and if its not escalated it will 'time out' at 20 days.