Refund issue - seller has disappeared...

[OttilieS]

Hello,

I sent some goods back in accordance with the seller's refund policy and followed it up with an email query a couple of weeks later. They emailed back to notify me that the order satus was now 'refunded'.

I waited another couple of weeks and still no money in my PayPal a/c. When I emailed them again, my email came back to me as undelivered. Their website has also gone. As there is no active website, I can't complete the dispute form. I've lost out on about £27.

Do I have any protection with this issue, or do I have to write this one off as a bad experience?

Thanks 🙂

[kernowlass]

@OttilieS

If you funded the original paypal payment to the seller with a debit or credit card then it won't go back to your paypal balance.

Once marked as completed it will automatically go back to your bank account or credit card but takes up to a week to process through to the bank and a bit longer for a c.c (paypal say allow 30 days but I have never waited longer than a week for mine).

[OttilieS]

Thanks, I didn't know that refunds don't go back to the PayPal account. Unfortunately, it's not showing up in my bank account either. 😞

[DPCreations]

Does tracking show the item actually delivered back to seller?

[OttilieS]

Well, the goods were signed for on 21/01/16 according to the tracking info. The seller acknowledged receipt and marked the status as refunded on the 28th and I can't get hold of them now.

[kernowlass]

@OttilieS

Did you receive an email from paypal to say the refund had been made??

Does it show as refunded in your paypal transaction history??

[OttilieS]

No, there's nothing there and there was no email from PayPal about it either. I should have followed it up when I got the confirmation of refund email from the seller. Can my bank recall the money to my account?

[kernowlass]

@OttilieS

Why can't you open a dispute for "item received but not as described" > put in what has happened and the return tracking number and escalate it to a claim for paypal to sort.

[OttilieS]

Thanks for the suggestion. I have tried completing the dispute form but it asks for an active URL for the seller and my seller's website hs gone. So when I try to proceed with the dispute form it sends me back to that section to add an active URL.

[kernowlass · Accepted solution]

@OttilieS

OK then 2 suggestions.

1. If you funded your paypal payment via a card then contact your card issuer and see if they can help you.

2. Phone paypal and explain you can't get the url and see if they will still open a dispute for you.