PayPal is losing my business.

[Mirage2]

Tne seller agreed to refund $25 for faulty shoes -a LONG time ago. I try to inform PayPal - automated messages. I try again (and again). No action taken. I ask to complain about failing to update the claim: no action. PayPal has ignored my requests to update the dispute (to reduce my claim!!) What else can I do before I close my PayPal account and report the experience to local regulators?

[Mirage2]

I should clarify - this was a dispute created within the correct time frame. Originally it was for non delivery of goods from two places (same seller). The goods arrived after the dispute was opened so I tried to vary the claim sum (reduced) to cover a faulty pair of kids shoes. The seller gave me a postage slip and agreed to the refund but PayPal are holding my money 😕

[sharpiemarker]

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@Mirage2 wrote:
I should clarify - this was a dispute created within the correct time frame. Originally it was for non delivery of goods from two places (same seller). The goods arrived after the dispute was opened so I tried to vary the claim sum (reduced) to cover a faulty pair of kids shoes. The seller gave me a postage slip and agreed to the refund but PayPal are holding my money 😕

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I think its important that you call customer service to switch the reason of the claim to Significantly Not As Described.

https://www.paypal.com/au/smarthelp/topic/CLAIMS_AND_LIMITATIONS

[Ramath]

Mine too. I opened a dispute as the UPS tracking code sent by PayPal shows item was delivered but I didn't receive it. The seller would not respond to any emails. The UPS site states that the item was delivered to the USPS but USPS wants a separate tracking number which PayPal could not provide. The UPS phone service states that the item was delivered to some business name which does not exist. The website I bought the product from now looks to be a scam and can't be accessed. How could PayPal accept the seller's version based on a bogus tracking number when the seller won't reply to any of my emails and their website is unreachable?

[Ramath]

PayPal reopened the case and resolved it in my favour with the issuance of a refund after I forwarded a copy of a UPS email from one of their customer service reps which acknowledged that the item with the tracking number provided by PayPal was sent to a different address and name and suggesting that I contact the seller who was not replying to any of my emails. Shows that if you have a valid case, you have to to be persistent. Harder than it needs to be but resolved as was expecting.

[sharpiemarker · Accepted solution]

@Mirage2 

Did you escalate dispute to a PayPal claim? You have 20 days from date of opening dispute to do so. Escalating to a claim gets PayPal involved to review claim and make a ruling.

If you need further assistance, please call customer service to speak with a dispute specialist:

Log on, click HELP on top menu, scroll down to click CONTACT US, and then scroll down to click CALL US or other contact options.

Or contact via social media:

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

Twitter: @AskPayPalAU

Facebook (US): https://www.facebook.com/paypal

Twitter (US): @AskPayPal 

[Mirage2]

Yes. It was escalated. Yes I asked them to update my claim No they are not actioning my request.

[sharpiemarker]

@Mirage2 

This is from the US PayPal Help documentation, can't seem to find it in the AU version:

Can I change my reason for filing a dispute or claim?

Yes. You can change your reason if you originally filed a dispute because you didn’t receive your item, and then received the item but found it to be different from the description.

Here's how:

1. Go to the Resolution Center.
2. Select Open Cases.
3. Find your case and click View from the Action column.
4. If you haven't escalated to a claim yet, click Change your reason for this dispute.
5. If you've already escalated to a claim, click Change your reason for this claim.
6. Follow the instructions provided.

By changing the dispute reason, you automatically escalate the dispute to a claim. This means that you're asking PayPal to review your case and decide whether you're eligible for a refund. We reach a decision in most cases within 30 days.

If you're not able to do this in the claim, you must persist through customer service to get it changed.

[Mirage2]

I’m not sure you understand the problem, the seller agreed to the refund. It was lodged in time. PayPal are withholding my refund- this is THEFT. PayPal is not responding to my emails other than automated meaningless replies.

[PayPal_Olivia]

Hi @Mirage2,

I'm sorry that the refund has not yet gone through. Did the seller refund the payment through the dispute? If the refund was done through the dispute, the funds should go directly back to your payment method. If the seller has promised a refund outside of the dispute, that would not be part of the dispute process and would not be able to be enforced by PayPal. 

I hope this helps clarify.

Olivia