How do I have PayPal change a dispute reason from "Item Not Received" to "Item Not As Described"?

[HelpTigger]

I was so desperate and stupid enough to purchase toilet paper online. I found a website named Woo-kids.com that were selling "Ultra Plush Bath Tissue Quilted Northern 48 Double Rolls Toilet Paper Bulk Lot" for $26.80. I thought I found a great deal (48 rolls for $26.80) so I ordered 3 packs. When I received a confirmation email on the same day I placed an order, I found out that it was 8 rolls, not 48 rolls that I ended up buying. I sent numerous emails to the seller to request a cancellation, but they ignored me completely. 

I contacted PayPal for help, but due to the Corona Virus crisis, it was almost impossible to get a help from them. I actually had to contact my credit card company and request a chargeback, but it is still pending.

Finally when there was no shipment after 13 days of the order, PayPal opened a dispute as "Items Not Received". 

I just received a package from the seller, but instead of 3 packs of Quilted Northern, they sent me 2 packs of 8 rolls of tiny generic toilet paper presumably from China. I have tried change the reason of dispute on PayPal, but there is no way to do it, and it is impossible to get hold of a competent PayPal representative now. It's been almost 3 weeks since I placed the order. How do I get to have PayPal get me the refund?

It isn't just money anymore, it is now all about justice and principle. I refuse to get swindle by Chinese seller who is trying to scam people in time like this. 

[sharpiemarker · Accepted solution]

@HelpTigger 

You opened a credit card chargeback for item not received? So I guess, PayPal, in effort to resolve chargeback opens a PayPal dispute for INR, as a result then? Or did you open the PayPal dispute yourself?

https://www.paypal.com/us/smarthelp/article/can-i-change-my-reason-for-filing-a-dispute-or-claim-faq...

A heads up that when dispute is escalated for PayPal to step in, they'll rule in your favor but you have to return the item to china for a refund. That is how the dispute system is set up to resolve SNAD claims.

PayPal has a return shipping refund program for future purchases if this return is not eligible:

https://www.paypal.com/webapps/mpp/refunded-returns

(The terms say you can register first before applying for the refund but users have reported that one has to be registered prior to the purchase even occurred.)

Please read Buyer Protection terms for eligibility:

https://www.paypal.com/webapps/mpp/paypal-safety-and-security

You might fare better by resolving it exclusively through your credit card. Call your credit card issuer via number on back of card and explain that you didn't to receive the qty and brand of toilet paper you ordered.

[HelpTigger]

I actually opened a dispute with my credit card company after I opened a dispute with PayPal because PayPal was not responding to my plead of help. 

I was hoping that PayPal would help me to cancel the order from the first place, but they were most unhelpful. 

Even though PayPal probably side with me, they will make me return the item, and there is no way that I will pay for the return shipping fee. More and more I think about it, I shouldn't even have bother to contact PayPal. I think definitely my credit card company will come through for me.  Thank you for your help. God Bless!

[sharpiemarker]

@HelpTigger 

You're welcome. You too.

fyi: Never open multiple disputes at the same time. You can potentially get denied by all venues. (See a couple of cases reported in the forums.) Pick one venue, sticking with it until it fails. Then use the next recourse. Ideally, you dispute with PayPal first and then with your credit card but you can certainly go direct to CC to begin with if you so choose. I am surprised the PayPal dispute didn't close yet since you involved your card issuer, tbh.

PayPal cannot cancel orders, the merchant has to agree and follow through on it when you contact them. Obviously some merchants don't want to cancel or can't depending on their operation.

PayPal only allow you to file Item not Received or Significantly Not As Described. PayPal don't cover buyer's remorse unless you speak with a specialist about it and even then it is not a guarantee you'll get a refund or a favorable ruling.

PayPal purchase protection is not a guarantee, warranty or insurance so it does have its limitations. It is not PayPal policy to force sellers to provide return shipping nor refund you more than what you originally paid but PayPal does have return shipping refund that you request after you returned the item.