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Join the PayPal Community Forums moderation team in our semi-weekly Community Q&A session on Friday, January 25th, from 4-5pm GMT.
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I disputed a PayPal payment which was incorrectly closed in the seller's favour. I have tried the normal channels to resolve this - Calling/messaging customer services and using social media but they have not resolved the issue and do not provide a way to challenge or escalate the decision.
I have tried to resolve it with the merchant (Cdkeys.com) but they have been ignoring my emails.
Please could you get someone with the relevant authority to contact me to resolve this. Probably a head of customer services, dispute team manager, buyer protection policy manager or similar.
Welcome to our Community Q&A session!
I understand this is a very frustrating situation. Unfortunately, we cannot take any direct action or provide information on this platform for data protection and security reasons. Please request this contact from our support or follow complaint process which can be found in the Help section of your account.
"Unfortunately, we cannot take any direct action or provide information on this platform for data protection and security reasons."
But you could refer my post to a relevant colleague of yours and they could then contact me. There is no data protection or security reason for not doing that.
"Please request this contact from our support or follow complaint process which can be found in the Help section of your account."
As I said, I have exhausted the usual channels. There is not a suitable process for challenging incorrect dispute decisions or escalating my complaint, hence trying on here.
Welcome to our Community Q&A session,
I can understand that this can be frustrating. Unfortunately, we cannot take any direct action on the account through contacts on this platform for data protection reasons. I would suggest you contact our support so they can make adjustments to allow the upload. To contact customer service, please click Help & Contact at the bottom of any PayPal page for contact options, or reach out by Facebook or Twitter.
It looks like you are going through a verification process, that requires the validation of your identity and residency. Please make sure the proof of address g has your full name as it appears on your ID and the PayPal account, your full address and has been issued within the last 12 months.
Thank you, Martin!
If I click "Help&Contact" and then "Contact Us", I send an email and never get any accurate answer. I have tried this several times. I only got automatic answers! I doubt anybody read my emails. I know exactly which documents you need, but I cannot upload them. I need somebody to reset the page so that I can post you those documents. I may try Facebook, but I suppose there won't be any direct action either.
Yes, please try Facebook or Twitter. They will be able to notify the relevant team if you have already sent an email request through your account. Thanks
We (customers) should be able to resolve complaints through whichever channel we choose (phone, email, social media). Very bad customer experience being passed pillar to post.
I wish I could help you with this issue. But, unfortunately, we cannot verify the ownership of an account on this platform securely. Therefore, we cannot convey any account specific information, forward any queries or escalate any ongoing complaints.
Please continue using the mentioned processes available through the Help section of your account.