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Claim Case Closed Wrongly

New Community Member

Claim Case Closed Wrongly

Hi everyone,


I have had an ongoing case where the buyer had sent me an item that was not as described. I was offered a full refund if i returned the item and provided tracking information. I accepted this offer and have return the item and submitted a screenshot of the postage label to the claim. I also applied for the "Return on Us" scheme that PayPal do and received my money back for the return postage.


I have just had an email to say that PayPal have closed the case in the sellers favour because i did not provide tracking information, which i have! So now i am left with no product and no refund, to say i'm furious is an understatement! Has anyone had this before? I've tried calling PayPal to discuss this but i keep getting put through to automated response telling me the case had been resolved and if i;m done to hang up.  

Esteemed Advisor

Re: Claim Case Closed Wrongly



Contact options for Paypal are accessed by clicking help/contact bottom left of Paypal pages...

1. Paypal phones are slowly re-opening and increasing in numbers (you can use the guest option if you can't log in).
2. Live chat is also randomly available.
3. You can send them a message, during business hours you may also be able to message whilst logged out.
4. Have you considered contacting Customer Service via Facebook or Twitter?
You can send them a personal message from their Facebook or Twitter pages.
It's: and @AskPayPal for Twitter.

Advice is voluntary.
Kudos / Solution appreciated.