Escalated case for Item not received still under review after 30 days

[tamara256]

I purchased an item from a big selling platform in China (usually a hit or miss) with some items arriving and others never reaching. I opened two disputes on the same day with identical evidence - I waited far beyond the shipping times advised by Seller to be fair - Paypal closed the first dispute in my favour and was supposed to come through with a resolution yesterday (>30 days) but until now nothing. I get the same automated emails telling me my case is still under review both by email and FB with no helpful information of what exactly is happening. Could anyone shed some light please because the 2 cases were identical, opened at the same time, one was closed and the other is being reviewed for over 30 days now with it (saying updated with a new date every three days or so). I cannot track the item myself and it was definitely not delivered.  

[kernowlass]

@tamara256 

You need to contact customer services to resolve any account specific issues.
Click help / contact bottom left of Paypal pages for options available for your country.

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.

[tamara256]

Thank you so much for your response. I have indeed contacted them numerous times on Facebook (and email as well) which were the options available to me...They come up with the exact same response. " we are still reviewing and appreciate your patience" and I was asked to wait till yesterday which I did (>30 days). I contacted CS again this am and again the same response with no reason of why this is taking so long. I did convey my unhappiness albeit politely to the lady in CS on FB and she advised that she would refer the case to a specialist and they would contact me. Still waiting... The only recourse we have against the seller when things go wrong is Paypal (or request a CC chargeback and risk a paypal ban...) so  I am quite disappointed this is taking so long to resolve and that I am not getting anywhere with CS...Any idea what is really happening and why this could be taking so long? I initially thought they would be trying to track the item for unto yesterday to make a decision but until now nothing...

[kernowlass]

@tamara256 

Sadly can't give you more advice as you haven't added a country to your paypal community profile or said what country you are in.

[tamara256]

I am in the Island of Mauritius. Thank you so much for your time.