Lost payment to vendord - They have no record

[NewToThis78]

I ordered a CD from Sony MyPlayDirect, I got to the point of the transaction where I was asked to use paypal to pay, which I did, that all worked as usual, then I got returned to the MyPlayDirect site, which said an error had occured and advised me to order again.

I checked paypal and nothing had come through, so I went through the order process again and was given confirmation.

The next day both payments showed up in my paypal account.

I contacted MyPlayDirect who tell me they can only see one order and one payment. They suggest I dispute this with paypal.

Given that I have a limited time to do this, and MyPlayDirect don't want to offer any help, how can I go about getting my money back?

thanks in advance

[kernowlass]

Are both payments showing in your paypal account??

Do both payments have completed by them or does one say pending??

[NewToThis78]

Thanks for your reply.

Yes I can see both payments now in my paypal dashboard. Both are marked as completed.

The company claim they can only find one order, and one paypal transaction.

[kernowlass]

Have you given them the transaction i.d's of both payments, you can get it by clicking on the word "details" next to both transactions.

Then send them both and see if they can locate the other one.

If not then get them to send you the transaction number of the one they do have and then file a dispute for non receipt of item on the other one AFTER you have received the first item.  

[NewToThis78]

hi there,

Thanks for the reply.

I've raised a dispute with paypal for the payment they don't have a record of.

I have no idea how this is going to go down, since (the store) they don't have a record of it.