Change the subject of your complaint

sscoffin
Contributor
Contributor

Hi

I am currently trying to get a refund, however I have received this message from the seller through the resolution centre;

 

We confirm that a refund request has been sent to our payment services but unfortunately we can refund this return due to your Paypal case.

 

We ask you to change the subject of your complaint from: object not received to object not conforming to the order "and ask, by Paypal, a partial refund of xx,xx € (return costs included)

 

When a dispute is opened for "object not received", the total funds of the transaction are blocked by Paypal until the end of the dispute and therefore we can not make a partial refund.

 

Can i change the reason for the refund within the resolution centre? What is the best cause of action,

 

Mark the problem as solved

 

or

 

Received the item but it's not as described.

 

Both options seem to be not what they are asking?

 

Best.

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