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Here is a brief story of my purchase
I ordered at the end of August a phone from a german company, Sotel.de, which was supposed to ship a XIAOMI MI 10 dual sim. The phone arrived but was single sim. I contacted the seller and he said that it was my problem, I had to change by myself the firmware and buy a special simtray from china! This was absurd. I took even screenshots of his seller page, where he was stating that the object was dual sim. Of course, after I reported him, he rushed to delete the page.
And guess what? The seller couldn't receive emails...
Well , I contact Paypal, and finally we can discuss the issue there. Basically the seller refused the return at the beginning, but at the end he had to accept. I pack my phone and ship it...
And after two weeks, after paypal asked me to escalate my case, I receive this wonderful email from sotel!
He is claiming that I have been scamming him and he was reporting me to the police! The trick is done! Another seller that doesn't want to get returned items after misleading customers.
And after 2 months, 2 months! where PayPal has been pushing forward, 3 days at the time, my case, I receive the decision that my case has been closed in favour of the seller! This is crazy.
Now PayPal doesn't answer the phone. I have been trying since september to call them but it seems like their call center are closed. After a long wait you get redirected to the London call centre where an automated message tells you that the offices are closed for a bank holiday and they will open again on september the (something, I don't remember).
How can I protest for this decision? I ended up losing the money, the phone and the shipment costs. I'm super angry
Was the phone actually returned? The tracking says that the item arrived in the Country of destination but does not say it was "delivered". PayPal wants proof of delivery of the return. That is why you lost the case. Find out what happened to the package and see if it was delivered or not and make sure shipment status is marked as delivered.
If the tracking is updated to "Delivered" then you can appeal because that is proof of delivery but without that, there is no point in trying to appeal. With the pandemic and slow shipping, who knows how long that will take. If you insured the shipment, you can file a claim with post office.