Re: 2nd unauthorized charge... how to respond to case?
It will either be a "case" or a "chargeback" in Paypal, not both. If it's a chargeback, you need to be 100% certain you did everything right (to comply with seller protection) before trying to dispute. If you have Paypal dispute a chargeback for you and Paypal finds they won't be able to successfully dispute it, they are going to charge you a $20 chargeback resolution fee. If this is just a "case" rather than a chargeback started by a credit card company, you won't be charged that fee.
Either way you need to provide the tracking number and make it abundantly clear in the "additional info" section that you shipped the order to the buyer's confirmed Paypal address and the tracking number confirms delivery to said address.
In some cases it's worth it to just accept liability. Like when a buyer has a "confirmed" shipping address which happens to be the address of a forwarding company. You never win in those cases, regardless.
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