Hello there, @Heather-Starr. I'm here to ensure you'll get the right support to resolve the PayPal refunds issue.

The investigation about the PayPal bank feeds refunds not downloading in QuickBooks Online (QBO) is already tagged as closed and resolved. Since you still experience the same issue, you'll want to contact our support team again. They can further check your account and fix what's preventing the refund transactions from being downloaded. 

In the meantime, you can follow the workaround provided by my colleague, Giovann_G to manually import the refund transactions in QBO. 

It's also recommended to reconcile your transactions regularly to ensure that your bank balance and QuickBooks are in sync.

I'm always around to help if you have any other concerns with downloading your PayPal transactions in QBO. Feel free to visit the Community space again. Have a good one.