I cannot escalate my dispute to a claim

[tomsmac]

Good day. I filed a dispute for a product I purchased on Mar 7th. Unknown to me it was from China. 3 weeks after I filed a dispute the company replied with a "Tracking number" I've still not received my product. (A N95 mask)

1. When clicking on the tracking number a chinese web site comes up. Nothing in English. When paying by paypal it showed the payee as the company on the order page but the PayPal transaction page shows some weird chinese payee.

2. When I click on the "Check status" link from my email receipt the page is gone.

3. The original 'company' is now under some odd company I've never heard of.

When I go to the "Resolution Page" it show the dispute but I cannot escalate to a claim.

Can someone please advise me?

Thank you.

[WarrenPink]

Hi @tomsmac, we apologized for the delayed response. Typically a dispute can be escalated into a claim within 20 days from the filing date, Otherwise, it will be closed as amicably resolved. May I ask if what is the current status of the dispute? I'll be waiting for your response. Stay Safe!  

[tomsmac]

Hi Warren! Thanks so much. The status is "Open Dispute". The resolution links takes me but does not allow me to upgrade to filing a complaint. The seller is playing a weird game. Transaction number On the orignal page they claimed to be from the US, not china, now that page is gone.

Thank you again Warren!

[PotpotHo]

Hi @tomsmac Regarding your concern. You may refer to this link. https://www.paypal.com/ph/smarthelp/article/how-do-i-escalate-a-dispute-to-a-claim-faq822 Thank you.

[WarrenPink]

Great to know that the Case is still open @tomsmac , where do you access the resolution page, are you using a browser? 

[tomsmac]

yes, safari

[WarrenPink]

I wish I could escalate it in your behalf however we are not fully operational yet. Can you please try to access the resolution center using a different browser like google chrome? Let me know if the "Escalate to PayPal" button will show up using a different browser. Thank you!

[tomsmac]

Hi. Downloaded Chrome. Still no escalate button anywhere. Thanks

[WarrenPink]

I'm really sorry to hear that , here's what we are going to do. During this time we are almost done realigning our customer support. I will ask your patience to please let us escalate this in our end. This transaction is still covered within 180 days of protection. In the event that this will auto close, we can reopen this for you and have things settled in our end.  I will send you a message on this thread once you can call our customer service line. I'm sorry again for this inconvenience. Stay Safe always!   

[tomsmac]

Thank you for the great support Warren!