Case was closed while i did not get refund

[mrgiggsy11]

Hello,

I've recently tried to buy some low priced products from joybuy.com to test the fiability the website.

So i've seen 3 of my purchases as "Canceled Order" (all are from the same seller), while another product from a diffrent seller is currently bein shipped to me.

I've tried to contact the website and they said that the payment have not arrive to them (even though the history of my transactions on paypal says the contrary).

I explained to them the problem but they said you should see with paypal and it's not a problem from our website.

The problem is after i reported that in paypal (as my purchase has not arrived) i've choose to report the purchases as "Unauthorized transaction" and now i get it as closed case (while it is not).

Status Details: A PayPal claims specialist has reviewed the case and determined that the claim does not meet the criteria for unauthorized use, so the case is now closed.

Also when i try to report the trasction again to paypal i get this message:

You have already identified an issue with this transaction. Please visit the Resolution Center to view the status of your open cases.

My case is how to report this again as a pruchase that has not arrived and potentially get a refund?

[kernowlass]

@mrgiggsy11

An unauthorised transaction is saying that your Paypal account was hacked and used without your consent.
If Paypal check IP addresses etc and find you did authorise the transaction then the dispute is closed.

You should have opened a dispute for non receipt of item, unfortunately you can't re-open a closed dispute OR open a second dispute for the same transaction.
You could try explaining to customer services and see if they will open one for you as you made a mistake but they may refuse.

[mrgiggsy11]

Thank you for the answer ! I did not know that it can result of a closed case 😕

I'll try to contact Paypal again i hope it will work!!

[mrgiggsy11]

I have contacted Paypal Customer Support, at first i've felt they are understanding and they asked me to contact XXXX again and hear from them.

here is the answer from paypal.

Hello

Thank you for your message.

After reviewing your account, I can see that you first opened a case on the 01 August. You then opened a case for unauthorized transaction on 02nd August.

Because you opened this case, your case got closed. Our relevant department could not find any evidence that a third party had entered your PayPal-account.

Unfortunately we can not reopen the case for you, since you have already opened these cases.

Further on I wish you and your loved ones a lovely day.

Thank you for choosing PayPal.

Yours sincerely, 

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