I didn't receive items from Chinese webshop but my claim at PayPal was declined

[Robert-B]

Hi,

I bought smart phones from a Chinese webshop in last November (more than half a year ago!) but they didn't arrive. I wrote several (5-6) emails to the webshop's support but they didn't give me a refund saying based on the tracking there was an attempt to delivery. I should ask around at the courier but they didn't say who the courier was. Most probably the import duty is not paid but in this case the items should be returned to the sender. Later the webshop support confirmed they received the return. But still they haven't paid any refund.

I did a claim at PayPal but they denied the claim saying I didn't give them details about the case. Well, I attached the screenshot for the whole order including order number and tracking, etc... They didn't ask what details they need anyway! They just closed the claim without any communication? What kind of service is this??? Also I searched for how can I appeal but I don't have appeal option for the case. This is outrageous, I feel like robbed. I lost hundreds of pounds here!!!

[sharpiemarker · Accepted solution]

@Robert-B 

You have 180 days from the date of payment to file a PayPal dispute. Surprised they even let you file it.

Also try appeal the case by contacting customer service:

Click HELP at the top menu, scroll down to click CONTACT US, and then scroll down to click CALL US.

Say "Live Agent" to the automated recording.

Or private message via social media:

Facebook: https://www.facebook.com/paypal

Twitter: @AskPayPal 

You can try and file a chargeback with your credit card if that is how you paid as an alternative recourse.

[Robert-B]

Thanks for the help @sharpiemarker 

I opened a case with PayPal on the 13th of May. It was in that 180 days period. I've just received the denial recently.

[sharpiemarker]

@Robert-B 

Contact PayPal customer service to appeal the decision over the phone:

Click HELP at the top menu, scroll down to click CONTACT US, and then scroll down to click CALL US.

Say "Live Agent" to the automated recording.

Or maybe even through private message on social media:

Facebook: https://www.facebook.com/paypal

Twitter: @AskPayPal 

[Robert-B]

I contacted PayPal on Facebook. They answered me and said a Specialist will pick up my issue. This was 6 days ago and nobody showed up since. No matter what I write or ask... no answer. You know this is really frustrating. I spend tens of thousands on eBay every year and pay by PayPal, always.

[Robert-B]

I didn't accepted this solution as my problem is not solved. Hallo! Who accepted this solution? What is going on here?