Supporting files, documents? How?

[bahurd]

After a couple years of using Paypal quite succesfully, I had a reason to file a dispute.  The seller never replied to my requests and immediately raised it to a "claim".  I guess my questions are as follows;

1.  As I initiated the dispute, how can the other party raise it to a claim level without so much as a response?  I would guess he has funds in his account from another sale and my 'funds' are now set aside even though my dispute came likely after he actually had the funds?

2.  Looking at the Paypal resolution page for the claim, there's a couple lines for "supporting documents" and "supporting files" but neither allows me to leave pictures of the goods received which, as my dispute was the item 'wasn't as described' I would expect the examiner would want to see pictures or otherwise.  Certainly, I would expect that to occur before any claim settlement is rendered.

Sorry, looking for answers and haven't really gotten anything other than 1 email telling me 'an examiner is looking theclaim over'.

[PayPal_Adrian]

Hi bahurd,

Welcome to the Community and thank you for being our customer!

Whenever a dispute is filed - the initial stages of a claim - both the buyer and the seller are presented with the option to work out the issue amongst themselves before directly involving PayPal.  Either party can decide they no longer wish to work directly with the other one by escalating it to a claim.  While this isn't something we recommend, we do have to have the option available for those matters where the discourse between two parties simply isn't feasible or productive.

As for the supporting documents, our claims team starts out by evaluating the initial statement from both the buyer and seller.  Our experience has been that in most cases we can reach a decision without needing to request further documentation from either party.  However, if there is a need for additional evidence to make a decision, our claims associates will reach out to the appropriate party and let you know what they need.

Hoping this is resolved for you soon!

Adrian