In late August 2023, I paid $60 for an art commission, but no word of it was sent to me when I had inquired twice in mid-September and early October. 

The seller finally responded in late October 2023, saying that they hadn't started on my art yet, but couldn't give a refund as they'd already spent the money. I wasn't comfortable commissioning them anymore because of the lack of communication, which they seem to have understood, so through several more messages, they agreed to issue a refund (I have transcripts and image proof of this agreement that I attached in my case). I reminded the seller again in December 2023 and January 2024, and they acknowledged the fact that I told them I would initiate a chargeback by Feb 2024. However, I still have not received any messages from them nor a refund even when I contacted them.

Because the 6-month window for a claim was coming up, I opened a case, attaching the messages between us (acknowledgement of refund request as no work/service was done by them) but Paypal closed it in their favour because "the transaction was processed properly" - Was it a mistake to file it under the 'refund not received' category instead of 'item not received'? Is there a way to re-open/appeal the case? Or do I just have to see if the stars are in my favour to get a refund directly from the seller :')