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I contacted the Paypal support two weeks ago and they appealed the case. I also provided the photos of the parcel with the return label on it and the official letter from the post. Today I noticed Paypal's email in my inbox sent on Tuesday, which said: ""Unfortunately, we couldn't process your appeal because we didn't receive the documentation we requested within the specified timeframe." Is Paypal joking or what? I am simply appalled that Paypal cannot bother to work on the cases properly and help scammed customers!
I phoned the Paypal support in the last week and the rep told me he would appeal the case on my behalf. I uploaded the required documentation such as the photo of the returned parcel showing both the recipient's address with the tracking code and the Spanish Post's return label. I also approved certified translation of the letter proving that the recipient knew that the item was held by the customs.
Today I received the following email: "Unfortunately, we can't grant your claim appeal because we were unable to track your shipment. " Are the people working in the claims department real idiots incapable of understanding that the non-delivery was the seller's fault? They are already getting on my nerves.
Did you fund your paypal payment via a credit card? If so then do a chargeback directly via your card issuer.
Unfortunately, I do not live in the United States, but in a small European country where the banks do not offer the chargeback option.
I could not call the Paypal customer support by phone since Paypal offers me to call the number in Ireland and the work hours overlapped. The number in Ireland is not available for calling on Saturdays and Sundays. Yesterday I googled for another number, and called the US number. When I finally got a live human on the phone, I explained the situation to the operator why the non-delivery was the seller's fault and the case was appealed. I requested to speak with the claims department, but the operator said that was impossible and they only would forward my information to them.
Today I received an email from Paypal: "We need your help confirming your shipment was delivered to your seller's address. We need proof of shipping that clearly shows the address to which the package was delivered." I swear something is wrong with the brains of the claims department since they don't understand my explanation!
Today I received the following email again from Paypal: "Unfortunately, we can't grant your claim appeal because we were unable to track your shipment." Is there any way to contact the claims department directly? Guess I will have to sign up on Facebook like you have advised.
UPDATE: Tried to message Paypal on Facebook, but the message window notified me: "Typically replies within a day."
Apparently, the folks monitoring Paypal's FB account are more attentive. Today I checked out my email inbox and I found out that I gave been refunded! Kudos to kernowlass.