Item not received. Opened a dispute HELP PLEASE

[1989tom1989]

Hi there.

First time posting a topic on Paypal, but I would appreciate some help.

I bought an iPhone and used paypal to pay for it. It cost £300 so quite a lot of money. After I sent the money to the seller, he didnt contact me at all. I emailed him lots of times, but got no responce.

I have just opened a dispute to find out where my phone is and suprosingly he has responded straight away saying that he has posted the phone to me and I should have received it by now, and that he will not refund me.

I just want to know what my options are for different scenarios:

1) He provides a tracking number which shows it has not been delivered

2) He does not provide a tracking number

3) He has posted it to the wrong address

4) He says he has posted it and that I should wait to receive it, but time is running out to raise the dispute to a claim.

Thanks for any help.

Tom

[PayPal_lucy]

Hey there 1989tom1989,

If your seller does not have a tracking number, the case will be closed in your favour.

If your seller has a tracking number that is not valid, as in it doesn't show delivery or it shows delivery to an address that isn’t yours, then the case will be found in your favour.

If you have given a reasonable amount of time for the item to arrive then escalate the dispute to a claim. You have 20 days to escalate a dispute once it’s been opened, don't let this time run out as once it has passed there is no way to reopen the case. Question 4, don't worry about what the seller says, you want to keep yourself protected.

Let us know how you get on.

[1989tom1989]

Thanks very much Lucy. That is a great help. 

I will keep you updated.

Tom

[1989tom1989 · Accepted solution]

Great - I go my money back!

I opened the dispute and tried to contact the seller through the resolution centre to get the tracking number of the item he said he had sent. After a few days he didn't respond so I escalated the dispute to a claim as I had little faith he would get back to me.

As soon as I escalated to a claim, Paypal told me that they would investigate and try and contact the seller and that he would have 10 days to reply. I was a bit nervous as I thought that maybe he would have emptied his account and left nothing in there to refund. After the ten days had past, Paypal emailed me again and credited my account with the 300 pounds!

Good result. I feel lucky as I didnt buy the item through ebay..

Cheers paypal!!

Tom

[PayPal_lucy]

Hey there 1989tom1989,

That's great news! Good to hear you got your refund and thanks for coming back, kudos to you

Whether the seller had funds or not you would receive a refund anyway. The seller would be brought negative and he/she would have to recover the negative balance before they could use their PayPal account again.

[lyngos]

 I ordered 40"tv on 12thSept from paperprojection. I was informed that delivery date would be between 24-26th Sept. I made plans to ensure that I would be at home on those days for delivery. Nothing arrived. Following , I had no phone call or email from company to explain or apologise. I have sent many emails to them, to eBay & now also to PayPal. I find that paperprojection staff/owners will be on holiday until 13th Oct, a month after my order with them was made.                             It is some days since I opened dispute with PayPal but they have yet to contact me. All I want is delivery of tv I purchased.

[PayPal_Maria]

Hi lyngos,

Welcome to the UK Community Forum and thanks for posting your query!

When you open a dispute on PayPal, the first stage of the process is for the buyer and seller to try and resolve the dispute without asking PayPal to investigate it. This stage can last up to 20 days and if the issue hasn’t been resolved it needs to be escalated to a claim. Once a claim is escalated, the seller has ten days to respond to PayPal directly with the tracking information for the item.

What stage is your case at? If it is requiring your action, I’d recommend responding through your Resolution Centre. If you would like to speak to a claims specialist about this, please click on the “Contact Us” link at the bottom of any PayPal page and chose the option to call us.

Hope this helps,

Maria  

[outdoorspete9]

I ordered a DVD on September 26th. 2012.I was told there was a problem because it was a Canada site.Have I given enough time for it to arrive?Is there something else holding it up.This is my first experience with E-bay and Pay-Pal.

Can you help me please

[kernowlass]

You have up to 45 days to file an item not received dispute report.

As this is an international transaction i would allow at least 15 days for the item to arrive.

Keep the seller informed as most sellers will refund you for loss in the post without you going through the dispute process.

[mursal123]

I have purchased a nintendo ds and it has been about 4  months since i havent received it yet and i have been try for a long time to contact the seller but he only replied once and never replied again when i needed to tell him something important about the address so then i opened a dispute which kept asking me for the transaction ID which i dont know what the ID is and i kept clicking find transaction but it did not help.