PayPal is refusing to help!

[Amandak1986]

I made a purchase that I thought was from the HydroFlask website. Everything looked legit. Got my PayPal receipt and it’s all Chinese writing! I immediately emailed every contact resource I had to the fake site and asked them to cancel. No reply. Money was taken out of the account. Reached out to PayPal about the counterfeit items and fake site and they denied my case! Help! I contacted my bank today to try stopping the PayPal payment but I can not believe PayPal denied this. They said it was categorized wrong. There are no options for fake or counterfeit item disputes so I put it under billing. What else can I do!?

[sharpiemarker · Accepted solution]

@Amandak1986 

Counterfeit items goes under "Significantly Not As Described" claim for which you have to receive the item first in order to report it is counterfeit. It's not a billing error.

Generally when a situation like this happens, and you can't get the seller to cancel, simply just wait for the item to arrive to make sure it is indeed counterfeit/not as described, if it is upon arrival, file a Significantly Not As Described (SNAD) dispute and request return for a refund.

We have 180 days from date of payment to file disputes so this will allow ample time for item to arrive. If the item doesn't arrive, you can open Item Not Received case.

Now, I guess the way to salvage your dispute now is to call PayPal customer service to explain that you chose the wrong reason for claim and request to change the reason to Item Not Received, because you haven't received the item yet, right? And presumably the seller will provide tracking number, PayPal may rule in their favor if tracking shows delivered or rule in your favor if they don't provide a tracking number that proves delivery.

If you received your item and it's fake item, file an appeal if needed, by calling customer service to change the reason to Significantly not as described and request to return the item. You may be eligible for return shipping reimbursement by clicking "Offers" on the top menu of your account and scroll around for PayPal Return Shipping program and register it for your account.

Or you can just go the route of disputing through your bank if you no longer want to deal with PayPal.

Did you order from this place? https://www.hydroflask.com

To contact PayPal customer service:

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

Or private message via social media:

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

Twitter: @AskPayPal