Asking seller for refund

[Samannewill]

Hi, Bought a dog run claiming to be heavy duty which was the sole reason I bought it. Having erected it and put my dog in it once my dogs managed to chew and break 3 of the bars off and get out so I'm not impressed and feel like as the item was advertised as heavy-duty he should not have been able to do that the first time he goes in it or at all, so I've asked for a refund and they're saying that they only give a 30-day withdrawal period and that they can offer me £75 as a Goodwill gesture. This thing cost me £350, I don't see why I can't get a refund for it, I purchased it through PayPal, should I just raise a dispute with PayPal let them deal with it. Thanks

[Samannewill]

.

[kernowlass]

@Samannewill 

How do I open a dispute with a seller when a purchase goes wrong?

You can open a dispute in the Resolution Centre of your PayPal account within 180 days of payment if:
•You don’t receive the item OR service
•You receive an item but it’s significantly different than the description on eBay or on the seller’s website

By opening a dispute, you can communicate directly with your seller to work out a problem transaction.

If you reach an agreement with the seller you can close the dispute. If you're still not happy with the result, you can escalate the dispute into a claim. Paypal will review the claim and decide on reimbursement.

These steps apply to Personal accounts. If you have a Business account, please log in to see the steps that apply to you.

To open a dispute:
1.Log in to your PayPal account.
2. Click on the transaction and use the resolve a problem option at the bottom of that details page.

Note:
•Generally buyers must wait at least 7 days from the date of payment to escalate a dispute for an item not received
•Where an item has not been received, please ensure you have given the seller enough time before opening a dispute

DO NOT CLOSE THE DISPUTE UNTIL YOU HAVE A CLEARED REFUND OR YOUR ITEM WHATEVER THE SELLER SAYS. ALSO DON'T FORGET TO ESCALATE THE DISPUTE TO A CLAIM WITHIN 20 DAYS IF THE SELLER DOES NOT REFUND.

If that does not work then if you funded your paypal payment via a card then contact your card issuer and see if they will do a chargeback for you.
If you lose because seller provides a fake tracking number (likely) then post back for more advice.

If the item arrives and its tat the make sure you CHANGE the dispute quickly before it closes to 'not as described'.

Also make sure you have activated the below link in case you have to return it.

https://www.paypal.com/uk/webapps/mpp/refunded-returns

[StephenKOZ]

Glad I read this the seller has agreed to refund once the product arrives back with them, however the 20 days will be over by then.   

Is there anyway to extend the time period ? I am happy to have the dispute open for 60 more days, but the only option appears to be escalate, or am I doing something wrong.