I just got through with one. Not sure if it applies but here's my story.
Ordered stuff online,used PP, got email receipt from company but no shipping email ever came.
Waited about 4-5 days and sent email asking if it had been shipped,....payment was already processed. No reply. Same email sent gain 2 days later, no reply. Submitted to resolution center as I needed that $ back to reorder from someone else. Time was an issue.
$ was refunded by noon the next day.
PP contacts the person in question,.....in my case, that was enough, a full refund was issued, no explanation or note asking for second chance, nothing, just a new balance on my account.
Overall, I was extremely satisfied with the PP service.