Scammed by a buyer - buyer marked item significantly not as described

[namfonns]

I sold my first item ever on Depop platform and the buyer chose to pay with Paypal. Since I am a new seller, the funds was not released until the item was delivered so I hurried and shipped off the package. Before I shipped it off to the buyer, I had contacted him/her multiple times to get a contact number for DHL but I was left with no reply. Honestly speaking I shouldve seen this as a sign they were trying to scam me but as a new seller, I hurried anyways to try and get my funds released.

Once the item arrived to the buyer, he/she had claimed that the item is significantly not as described but did not even contact me to discuss, instead filed a claim through paypal. I can assure you that this item is exactly the same as in the description and photos provided on my listing - It is a luxury brand bag which I have bought myself from the flagship boutique in London. It seems as if the buyer knew what they were doing, they knew that Paypal seller protection does not cover the claim marked "significantly not as described".

Without any communication at all, i feel like this has been a scam purchase. If there is any problem, the buyer should have made attempts to contact me to resolve the issue or return the item through Depop platform, instead of trying to claim his/her money through paypal. To me, I feel like it is going behind my back to just try get retract the money paid. We both opened a dispute/claim on paypal and I decided to offer a partial refund IF and ONLY IF, my item will be sent back to me.

Since paypal security is SO high, I cant find a contact number to speak to a rep about my situation. I have been messaging the message center but their replies are not helpful, as if they were written by a computer bot. Today, I received an email from paypal saying the case was decided in favor of the buyer, Paypal arranged the partial refund of 6XX USD back to the buyer and I did not receive any information that the buyer is sending me back my item, nor did I receive any information or photos of how the item is not as described in my product listing.

Furthermore, this buyer has caused my account to be on limitation - I have to provide a photo ID with purchase receipt. I have done so for the ID, but the purchase of this bag was made in July 2011, and the limitation only accepts purchase records within the last 6 months. How is this fair? How could I even solve this problem? I dont even know if it is possible for me to take my account out of limitation... It really seems like the buyer knew his/her way around paypal and knew what he/she had to do to get her way, and I am just an unlucky victim who lost $780 USD worth of money, in addition to paypal service fee for this transaction.

Has anyone ever experienced something like this or similar? I am really out of solutions.

I finally found paypal HK customer service number and have tried to call  but "because of COVID-19" they dont have any english speaking staff available to help speak about disputes or claims. How is that even possible? Will my account ever be taken out of limitation?