I received a Fake item

[Toni12341]

On the 24th March 2021 some Dr Marten sandals were advertised on FaceBook as "Sponsored" I checked out the illustrations on the website "Pembro" and decided to purchase them. I then changed my mind and sent 3 emails requesting my order be cancelled. The firm did not respond. Believing that I had been duped I contacted Paypal resolution centre. I made a claim that the items would not arrive. On the 10/4/21 a package arrived with a pair of sandals inside. They were not the sandals I had ordered they were fake Dr Martens. On the 28th April i was contacted by PayPal to say as they had proof the items had been sent and the dispute was now resolved. I wish to raise another dispute on the grounds the items were not as described and this was a fraudulent sale. I have not been able to do this as PayPal does not appear to offer access to making a further complaint. I rang Paypal yesterday the 28th April, I was put through to a specialist service which was closed as it operated on a different time ? east coast USA I am in England. Is there anything I can do to obtain a refund?

[kernowlass]

@Toni12341 

Why did you not CHANGE the dispute from non receipt of item TO item received but not as described before the dispute was closed?

Sadly you can't open a second dispute for the same transaction.

You can try asking customer services and they may make an exception but you did have plenty of time to change the dispute and didn't do so.

Contact options for Paypal are accessed by clicking help/contact bottom left of Paypal pages...

1. Paypal phones are slowly re-opening and increasing in numbers (you can use the guest option if you can't log in).
2. Live chat is also randomly available.
3. You can send them a message, during business hours you may also be able to message whilst logged out.
Or
4. Have you considered contacting Customer Service via Facebook or Twitter?
You can send them a personal message from their Facebook or Twitter pages.
It's: https://www.facebook.com/PayPal and @AskPayPal for Twitter.

[Toni12341]

To kernowlass

Just to let you know PayPal are now reviewing my case thanks to the advice you gave me. I am very grateful.

Best wishes

[Toni12341]

Thank you for replying. The answer is I did not know I could do that. But thanks for your advice.