[mothered]

So I opened this dispute. New Balance answered me as their customer service does by email, twice, but I contested and same, they say they will not answer anymore. Now it says "waiting for the other party's answer" but it's impossible for me to turn the dispute into a claim, no option is offered to me. Is this normal?

If the buyer and seller do not come to an agreement (which both of you won't), that's when the Dispute turns Into a Claim and PayPal then takes over.

Is this done automatically? Or do I have to take some action or just wait for the other party to respond and then not respond?

You do It through the Resolution Centre by clicking "View" (on your dispute), and then clicking "Escalate this dispute to a PayPal claim".