My case was refused and the PayPal not resolved issue

[ok323]

Hello ,I have problem with my purchase from Germany,I bought at Ebay Jeans set from Germany seller, and get empty parcel(box),at the box is label with weight 1kg ,but parcel come to England with lightweight, about this I have confirmation letter DHL delivery company. I will try to get refund from PayPal for this transaction, but they refused my case ,I don't understand why,I send them Letter from delivery company, I make declaration form,and explain all,send to them pictures of empty box,and now they don't want help,I try to call them to appeal my dispute, but they disconnect phone and dont want listen me. I pay for this Jeans set big money €209.45 euro, and they dont want refund, please can you help me with that ? I can send you all details, or maybe you can tell me what to do with this situation, because this first time like that in my life.Thank you

[PayPal_Cristina]

Hi @ok323,

Thank you for your post and welcome to our Community Help Forum!

I am sorry to hear that you have received an empty box and your case has been denied. Our claims process is an arbitration service we offer to help resolve disagreements between buyers and sellers, but as you can imagine, it's extremely difficult for us to reach a decision that satisfies all parties. We deal with all cases objectively and with the intention of making a fair decision based on verifiable information which is available at the time. In general, you have 10 days to appeal if new information is presented. Go to your ‘Resolution Centre’ and under 'Resolution Centre Cases' select ‘Closed cases’ in the drop-down menu and find the claim. Under 'Action', click ‘Appeal’ and provide additional information. Once you have done it the case will go into the review. Eventually, you may be requested to provide an Action Fraud or a police report.

You may contact us again by clicking 'Help & Contact' at the bottom of the PayPal homepage so that we can look into this further. You may reach out to us on Facebook or Twitter.

I hope this helps.

Cristina