How to change case type?

[Polyrhythm]

So I finally got a hold of an actual person in regards to an open case. He recommended changing the case type to item not received (I though I filed it under this but maybe I didn't) since without tracking I'd surely get my money back. Issue is, I can't change it. There's a button that says change case type, but it only gives me the option to change it to "unauthorized activity".

[Polyrhythm]

??? I've contacted Paypal myself about this and they were no help, and followed the page that decribes how to do this (https://www.paypal.com/us/smarthelp/article/can-i-change-my-reason-for-filing-a-dispute-or-claim-faq...) with no luck. Whenever I click "change case type" I get sent to a Report Billing Issue page that just let's me file a new claim for unauthorized activity. I'm trying to change my current case to "item not received".

[kernowlass]

@Polyrhythm 

You can only change a dispute FROM non receipt TO not as described and not the other way around. 

[Polyrhythm]

I'm trying to change from 'refund or credit not received' to 'item not recieved'. But based on the way the site directs me I'd guess that's not possible either. I'm confused as to why Paypal would tell me to do something I can't do, but oh well.

[PayPal_JonK]

Hello @Polyrhythm,

Welcome to our Community Forums! I'd recommend reaching out to our Customer Support to assist with that update to your dispute. You can reach Customer Support by clicking Contact and then Call Us at the bottom of the PayPal website. They're also available through Twitter direct message or Facebook instant message. 

Best Wishes,

 - Jon K

[mhariush]

I have the same issue. I purchased something on etsy only to realize it was a scam. I filed a case but the only available option was "unauthorized access" and PayPal, without actually looking into the case or even asking any questions just closed it automatically. I guess I need to change it to item not received. But PayPal is the on that should be concerned about this as I used my AmEx to buy it, or at last a majority of the charge. Somehow PayPal used part card and part money in the account. Hate when that happens, why would that even be an option. 

Anyway, need to get a hold of someone that can refund these charges for the fraudulent sale. Would think PayPal would like to get this sorted sooner rather than later.

[kernowlass · Accepted solution]

@mhariush 

A dispute for an unauthorised transaction is telling paypal that your account was hacked and used without your consent to make that transaction.
Paypal would check IP addresses and devices and close the dispute if it was you that made the transaction.

You are only allowed 1 dispute per transaction so the only way you can get a second dispute opened is to contact Paypal (when and if you can) and see if they will open a second dispute for you.
They may decline citing policies but if you say you made a mistake then they might open a second dispute for you.

If not then if you funded your paypal payment via a credit card then consider contacting your card issuer and see if they will help you with a chargeback?

Secondly if you 'only' had the unauthorised option then did you send the payment as a friends/family payment? If you did then sadly you will have negated any buyer protection.

[Chrisj5]

Hi I can't even find an option to change the case type, trying to change to wrong item received rather than non receipt as the scammer sent me a nail file instead of a work bench, just so they have a tracking number