[HeardIt]

There are several stores that don't answer PP claims.
U should probably went with another method than going direct to a PP claim.
You put urself against the wall before even the SE started.
That's not the best position to be in.

the stores that don't reply aren't very well known for technology stuff. so it's a guessing game

Yeah, they are lists here about that. The real problem its that he should have studied beforehand which store to pursue the SE and which method.
Try to escalate with Microsoft. Call them, email them, see their terms and social engineer them, that's all this is about.

yeah I know there's lists here, but not been updated in a while now.