How long until opening PayPal case?

Hi,

I ordered 2 records from an online record store. It is a reputable store that I have used before. The records were sent with insurance. However one record came with damage to the sleeve. I messaged them to asked to return for an undamaged copy but I have had no reply. I have asked for an update but again no reply. I know they are getting my emails as they email a generic reply back. It’s been a week since I have messaged them and I have heard nothing.
They are normal a good site and I never have issues with them.
Should I wait or should I open a PayPal dispute?

 

Since you've contacted the seller with no results, it's time to open a dispute with PayPal.

 

I gave it one week with a seller here who stopped responding to my PMs 4 days after our transaction wherein I paid immediately, and to this day he has yet to ship or respond.
Also, he came on here several times to surf, yet ignored my PMs.
Pay Pal points out the obvious : communication is key, they encourage you to try and work it out.
Best of luck to you.

 

I've found that opening a dispute with PP can get an unresponsive seller's attention real quick. Good luck.