Company disappeared after I received my order - I need a refund company luvrosy

[CarolineB3]

Hello, 

I placed an order with luvrosy in June, I have since been trying to return the entire order as it is nothing like they described. The quality of the clothes and description is completely different.  The company have closed their website, they did initially respond to my refund request but have now disappeared.  I have contacted Paypal to help but am getting no-where.  Where do I stand legally with Paypal in obtaining a refund?
I hope someone can help?

Thanks

[kernowlass · Accepted solution]

@CarolineB3 

How do I open a dispute with a seller when a purchase goes wrong?

You can open a dispute in the Resolution Centre of your PayPal account within 180 days of payment if:
•You don’t receive the item OR service
•You receive an item but it’s significantly different than the description on eBay or on the seller’s website

By opening a dispute, you can communicate directly with your seller to work out a problem transaction.

If you reach an agreement with the seller you can close the dispute. If you're still not happy with the result, you can escalate the dispute into a claim. Paypal will review the claim and decide on reimbursement.

These steps apply to Personal accounts. If you have a Business account, please log in to see the steps that apply to you.

To open a dispute:
1.Log in to your PayPal account.
2. Click on the transaction and use the resolve a problem option at the bottom of that details page.

Note:
•Generally buyers must wait at least 7 days from the date of payment to escalate a dispute for an item not received
•Where an item has not been received, please ensure you have given the seller enough time before opening a dispute

DO NOT CLOSE THE DISPUTE UNTIL YOU HAVE A CLEARED REFUND OR YOUR ITEM WHATEVER THE SELLER SAYS. ALSO DON'T FORGET TO ESCALATE THE DISPUTE TO A CLAIM WITHIN 20 DAYS IF THE SELLER DOES NOT REFUND.

If that does not work then if you funded your paypal payment via a card then contact your card issuer and see if they will do a chargeback for you.
If you lose because seller provides a fake tracking number (likely) then post back for more advice.

If the item arrives and its tat the make sure you CHANGE the dispute quickly before it closes to 'not as described'.

Also make sure you have activated the below link in case you have to return it.

 https://www.paypal.com/us/webapps/mpp/returns

[CarolineB3]

Thank you for your response. 
I have already done this and Paypal have refused to help.  

[Se55jay]

How do you change it to not as described? I dont get that option I only have that paypal are reviewing it as i made a dispute that the item had not arrived

[CarolineB3]

I don't think you can.  They reviewed my complaint but took quite a while to do so. They will respond. 

[perplexed_user]

I was in a similar predicament. I forgot how I got it to change to "SNAD" significantly not as described. But you can start a chat with a customer service rep and ask. You can also make the request via email <removed>

[perplexed_user]

Try starting a new dispute, I think that was one thing I tried, not sure if that did the trick to enabled me to change from item not received to SNAD. In any case, contact PayPal any way you can before original case closes.

[CarolineB3]

Thank you I will

[kernowlass]

@CarolineB3 

Do NOT close your dispute to open another, you can't open 2 disputes for the same transaction OR re-open a closed dispute.

Don't think you read my original message including the bit in bold at the bottom which said .....

If the item arrives and its tat the make sure you CHANGE the dispute quickly before it closes to 'not as described'.

If you can't find the option to 'change' the dispute then DO NOT close it, contact customer services and ask them to change it for you.

Paypal phones are mostly non operational since covid but sometimes you get lucky.
If there is one available it will show when you click help / contact bottom left of Paypal pages for options available in your country.
Live chat is also randomly available.

Or 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: https://www.facebook.com/PayPal and @AskPayPal for Twitter.