Paypal case denied after shipping item
I opened a case with Paypal for a refund. I got an email that the seller has agreed to a full refund once I returned the item associated with the transaction. I shipped the item back at my own cost and uploaded the tracking number. The item is still "In Transit", but I saw that my case has been denied by Paypal because:
"We understand the item associated with this case has been altered while in your possession. Because of this, we are unable to determine whether the item is significantly different than originally described, and we are unable to grant your claim."
Can anyone explain what happened? I thought I was supposed to get my refund once the seller receives the shipment, so why did Paypal suddenly denied my claim?
Can I reopen the case?