Dispute Help: Why does it keep asking me for information when I sent it?

[kwangbae]

I currently have an open dispute on faulty shoes that I received, and I was requested to get more information about damages or discrepancies of the shoes from a 3rd party. I went to a local cobbler, and I got exactly what was asked of me, but paypal keeps telling me to get more. The message verbatim: Please provide any information we ask you to send us within 6 days. If we don't hear back from you within this time frame, we may decide this case in the seller’s favor. We received your document. However, the document provided doesn't meet our requirements. The requested document should be provided by an unbiased third-party, such as a dealer, appraiser or another individual or organization that's qualified in the area of the item in question (other than yourself). The document should detail the extent of the damage or clearly explain how the item received significantly differs from the item advertised. Please provide valid documentation within the time frame specified above. This time period cannot be extended further. I don’t understand why this is happening when I literally did what they told me to. Can someone help me out or advise me on what to do? The document I gave is from a 3rd party whom I have zero affiliation to and this person clearly listed what was wrong with the shoes. What exactly am I missing?

[PayPal_RebeccaN]

Hey @kwangbae, 

Welcome back to the PayPal Community! 

I am sorry to hear you are having issues with your case and I understand it must be concerning we keep requesting additional information. 

In some cases, we request that the item is inspected by a third party to review the damage to high-value items. 

In this case, I would suggest contacting our customer service team so they can review what document you uploaded and what could be missing from it. 

To contact our Customer Service team, click 'Help' or 'Contact' at the bottom of any PayPal Webpage. 

You can also contact us via Facebook PM or Twitter DM's. 
For Facebook: https://www.facebook.com/PayPal
For Twitter: @AskPayPal

I hope this helps, have a nice day! 
Rebecca