PayPal not refunding me for return of goods

[Bluenoseb1878]

Hi, so I got scammed by a seller on depop who advertised some authentic designer trainers at £320. Paid my money and got fakes! Seller wouldn’t admit liability when emailed so had to raise a claim via PayPal. PayPal advises me to return the trainers for a refund. I did this and it cost me £28 for tracked and signed for delivery. Put tracking info on eBay with photos of return plus proof of tracking number and receipt. Got email advising me that claim denied due to no tracking info! Managed to get the claim reopened on message chat by a PayPal agent who confirmed they had proof of tracked and signed receipt of the return and shouldn’t take too long to sort. 11 hours later another email to say claim denied again because no tracking info given! Unbelievable. Now I can’t get through to any live agent on PayPal chat only a robot which is worse than useless. Sent them an email but no reply. Contacted via Twitter and agin no reply. Where is the buyer protection here?   Anyone had sameness issues and was it resolved?

[kernowlass]

@Bluenoseb1878 

Did you open an ebay or paypal dispute?

Only you said you added tracking to ebay but not paypal.

[Bluenoseb1878]

Sorry, it was definitely a PayPal dispute.

[kernowlass]

@Bluenoseb1878 

So did you add tracking to the transaction in your paypal account AND/OR in the resolution centre in your paypal account?

[Bluenoseb1878]

In the resolution centre when I replied to the instruction to return. I did all they asked and more - I attached 4 photos including proof of postage with tracking number too and last night the screenshot of the guys signature of receipt and the agent said she’d seen it so reopened the case and this morning they declined it again.

[kernowlass · Accepted solution]

@Bluenoseb1878 

Persist, you may get an agent with a brain cell.

Click on the words "Help / Contact" at the bottom of paypals pages and use the phone option in the blue band at the top OR very bottom of page dependent on what country you are in. Scroll down past the list of help questions and click on 'Call us' bottom of that page. Log in and get the code.
OR
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.

[Bluenoseb1878]

Twitter was not helpful but I eventually got through to a live agent by telephone and they agreed a full refund. Gave me a really weird excuse and poor about the previous two refusals - basically they just didn’t look into the case properly to start with. If they had done I could have avoided a lot of time and stress but hey ho, at least it’s resolved now. Thanks for your help.