Help! Buyer received item back but still no refund.

[dfh191919]

Hi,

I bought two items on depot, and the seller only sent 1 and it was not correct. I bought two new items and only one, which was not the right size, was sent. Depop has since also removed this person. 

Paypal asked me to send the item back, which I have. Paypal ruled in favour of the buyer as they said my I did not provide correct tracking. So I appealed this on chat. I sent them the tracking number, when checking the Royal Mail website it says delivered and shows the delivery city. The problem is the tracking receipt is damaged, it got stuck in my purse zip and ripped, however I have sent the best pictures I can. Paypal are now asking "please provide proof of postage for the package associated with this case. Proof os shipping should be a copy of the actual shipping label on the package that shows the destination address, tracking number and the shipping company's stamp to verify the shipment date'. 

I posted at the post office! I've never been asked to take a picture of the front of the package before? I don't know what to do. The buyer has my money and now her items back, and PayPal aren't really helping. I'm a bit desperate because it (to me) was a lot of money! 😞

[sharpiemarker · Accepted solution]

@dfh191919 

Whut???

What proof did you submit the first time before they closed the case on you? Just the tracking number? That should have sufficed.

As far as I know proof of postage, is the postal receipt. Perhaps you should to call customer service and speak to a dispute specialist and provide the tracking number and photo of postal receipt:

1. Log on.
2. Click HELP at the top menu.
3. Scroll down and click CONTACT US.
4. Scroll down to click CALL US or other contact options.

Or contact via social media:

Facebook (UK): https://www.facebook.com/PayPalUK

Twitter (UK): @paypalUK 

Facebook (US): https://www.facebook.com/paypal

Twitter (US): @AskPayPal 

Its frustrating yes but take a deep breath, be courteous (more flies with honey) and patient when you get a rep on the line.

[dfh191919]

Yes! I gave the tracking. I’ve also sent the picture of the receipt and I’m getting nowhere with the chat agents. They keep either asking for a picture of the front of the package, or another picture of the receipt. The item is clearly delivered, tracking number shows this on Royal Mail website.

[Jinxs]

I send item back in October $65.98 paid plus 57.00 for shipping g only received $30.00 back for shipping now trying to get purchase price back,just gettting a run around being switch from one customer service to another, saying it not my job