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Please HELP- why Paypal saying seller unable to respond to the dispute?

Opened a dispute and it's telling me "Your seller is currently unable to respond to this dispute. By escalating your dispute to a claim, you are asking PayPal to review the case and decide the outcome." I didn't want to escalate to a claim just yet as I still want the item not the refund? Can somebody advise what can i do next?

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