Dispute Closed - no refund

[Leeella]

Hi, i ordered an item which i did not receive and after ignored emails to the supplier, i opened a PayPal dispute. Buyer responded immediately saying they would issue refund. This did not happen and i chased again via PayPal dispute chat. Supplier then issued refund, but this did not appear in my account in the timescale expected and i then had an email from PayPal advising that the refund was cancelled and to contact seller. I logged back in to the resolution centre to send another message to supplier, only to find that it states case closed. Can anyone advise what the next steps are please? I contacted the supplier again via their email with no response. Many thanks

[Jpaquin42 · Accepted solution]

You have to initiate a dispute directly with your own credit card company.

[Leeella]

Ah ok, thank you for your help.

[kernowlass]

@Leeella 

No ! get back to customer services and state contact with seller failed no refund so can they re-open the dispute.

Paypal phones are mostly non operational since covid but sometimes you get lucky. (use the guest option if you can't log in).
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 randomly available.
You can send them a message.
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/PayPalUK and @AskPayPal for Twitter.

[Pdogga]

I had the same problem. Opened a dispute for the item not being received, then it did arrive. I got a message from PP asking was the dispute resolved and I said yes. Now I have returned the item as it wasn't working the way it should and PP won't reopen saying that basically you can only have one dispute per transaction. I spoke with the dispute team and they refused to reopen the dispute because it was cancelled. All they said was to contact the bank.

Very poor service so be aware if you ever open a dispute don't close it until you are totally satisfied that you are happy with the item.