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Claim denied based on incorrect tracking information from seller

Contributor

Claim denied based on incorrect tracking information from seller

I've just had a claim denied because the seller, Banggood in this case, provided an incorrect tracking link to the claim which showed the item delivered.

 

I messaged Paypal whilst the case was being reviewed of the situation, and they did nothing about it. I said I could provide evidence to back up my claim, but they did not come back to me for further information. Instead they denied the claim based on false information provided by the seller.

 

It seems that all the seller has to do is provide a tracking link to any item and Paypal uses that, it doesn't matter if it is not for the item being disputed.

 

 

5 REPLIES 5
Moderator

Re: Claim denied based on incorrect tracking information from seller

HI @nemesis3

 

Welcome to our Community!

 

In this case, if you feel the claim was worked incorrectly I would suggest you  appeal the case. Please make sure you highlight the reason for your appeal and include discrepancies in the delivery address. 

 

If you would like to appeal the outcome of a claim you can do so within 10 days.

To appeal the outcome of a claim:

  1. Go to Resolution Centre.
  2. Under 'Resolution Centre', click Closed cases to display the closed case list.
    •  You can also locate your case by selecting 'Case ID', 'Transaction ID', 'Invoice ID', 'Name' or 'Email'  from the drop-down and using the searcher.
  3. Next to the case, under 'Action', click View.
  4. On the 'Case details' page, near the bottom, click appeal the outcome.
  5. Provide information for your appeal.

Thanks

 

Martin

 

Contributor

Re: Claim denied based on incorrect tracking information from seller

There was no option "appeal the outcome"

 

After multiple messages to customer service the case has been re-opened, however customer service just do not read your messages. They have now changed the case to "Item not described", the case says:

 

"You reported that the item you received was different to its description."

 

That is not true! I am still claiming that the item has not been delivered, I have been telling customer service that the tracking information sent by Banggood to Paypal was for a different item.

 

How hard is it to understand?

 

 

 

 

 

Moderator

Re: Claim denied based on incorrect tracking information from seller

@nemesis3

 

In this case, I would ask you to send an email via the Help section of your account. In the email request state, all the facts and mention the case reference number.  Unfortunately, we cannot take any direct action on accounts or provide specific information through contacts on this platform for data protection reasons.

Contributor

Re: Claim denied based on incorrect tracking information from seller

I have sent them several emails, however as i stated previously customer service do not spend any time reading the email.

 

They have now incorrectly change the status of the claim to "Item not as described".

 

I have sent yet another email explaining this error on their part,  and that I am being incorrectly represented, however I don't hold much hope that any attention will be given to that message either.

Moderator

Re: Claim denied based on incorrect tracking information from seller

@nemesis3 

 

I would recommend reaching out to us through either Facebook or Twitter to have the issue escalated, or you can always call our support to have them manually escalate the issue.