Claim against seller - seller not responding

[Temp20230103af]

I can't seem to find or get the answer to this from the website. Can anyone tell me the protocol? I have raised a claim against a seller who has not sent me the product. The status on the claim still says Awaiting Response. For how long can the seller ignore this, without Paypal doing anything to get my money back?

[kernowlass]

@Temp20230103af

Have you escalated the dispute to a claim? If so then normally paypal gives the seller 10 days to provide trackable proof of delivery (may be longer if its an international sale) and then they review / refund within 48 hours of that deadline being met.

[Temp20230103af]

@kernowlass - Yes I've escalated to a claim, which I believe was 8 days ago. So I'm wondering what happens if the seller doesn't respond after 10 days? Do Paypal just shrug their shoulders and say 'tough cookie' or can they force a refund?

[kernowlass]

@Temp20230103af

If you win the case and the seller has not refunded you then Paypal refund you under their buyer protection policy.

[Temp20230103af]

This still doesn't answer my question but I thank you for taking the time to comment. Perhaps someone else can share their experience of what happens if a seller doesn't respond in the given time...

Also, I think I read somewhere that I am absolutely NOT ALLOWED to contact the seller while this investigation is happening. I wonder if they know this, because on Monday of this week they sent me an e-mail requesting feedback on my purchase (which was made around 6 weeks ago!) I have not responded.

[kernowlass]

@Temp20230103af

What part of my reply did not answer your question?

You asked what would happen if the seller did not refund you, and I told you that Paypal would refund you under their buyer protection scheme.

So what was not to understand about that?

[Temp20230103af]

@kernowlass sorry for the confusion, but my question was 'what happens if the Seller does not respond after 10 days' (because it's been 8 days so far and they haven't responded yet). But I guess what you're telling me is that if they don't respond then Paypal will just give me my money back?

[kernowlass]

@Temp20230103af

Yes that is what I said. Paypal would refund you and then Paypal would put the sellers account into negative until he paid THEM back again.

[Temp20230103af]

@kernowlass

Yeh, what you said is,

"If you win the case and the seller has not refunded you then Paypal refund you under their buyer protection policy."

It was the "If you win the case" which confused me, because how can I win a case if both sides of the argument cannot be considered. However, if the seller not responding wins me the case by default, then it's all OK...

[Ted27]

Did you get your refund even after the seller did not respond?