Nawty probably means what happens when customer lies to PP and changes the complaint (invents a new one) different from the original message to the seller.

Like: they message you to  complain how the shoes are too small, then they realize they can't complain to PP about that if the measurements are in the listing and have to fabricate another reason, like shoes are faulty or something.

In that case you  you just respond within the PP, supply the original complaint, tell them they'll get the refund item only (but only if you accept returns for a change of mind which amounts to the same thing as not reading the listing )- PP rellays that to the customer and if they don't accept it they can escalate... and wait... and wait... and wait... up to 30 days PP guy told us the other day to tell all customers there are longer and longer waiting periods ... and on the end they loose.

Cheers, Di (JHS)