But when I read the terms and conditions and decided called in to ask why I’m not under buyer protection, paypal staff just said it was not the reason my claim was closed, it was because I did not escalate on time, missed the deadline, I called in for help before and they manually re-opened the case for me but system just can’t process it??? From the start to the end: I opened a case because I did not receive an item. Merchant said they’re investigating, but did not give an update for two months, even I chased every week. I receive email from Paypal saying if I don’t escalate the case before 12th July(did not say what time 12th July so I thought it is 23:59 12th July), it will be closed. I received email telling me case was closed at 8am on July 12th, immediately called Paypal asking for help, telling them I was waiting till last minute to escalate just to give merchant more time to response. The agent said he re-opened this case successfully, yet I didn’t receive any confirmation email saying case re-opened, or asked me for authentication/more info. But few days later, I received email notification telling me case was denied because I am not under Paypal buyer protection. I thoroughly read the terms and conditions, several times, did not find out why I am not under paypal buyer protection. I tried to contact the merchant again, still no reply, and on Trustpilot I posted a review about the merchant, just finding many other buyers had same issue not receiving item(the merchant is Hoka, rating is 1.9 out of 5, if you are interested), but finally they got refund by opening a paypal case and paypal processed the case in favor of them. So I called Paypal again asking why I am not under buyer protection. Paypal agent said, that was not the real reason my case was closed because I did not escalate it on time. What was more upset than this unhelpful conversation and time-wasting peocess, the agent said “I have a good news for you, if you dispute this with your bank, I reassure you you’ll get your refund” Hey how sarcastic “GOOD NEWS”, claiming my bank’s credit? that’s just purely **bleep**, you are not my bank how do you ”reassure” me? And my bank does not process disputes if the transaction is related to Paypal. I’ll just not use Paypal anymore since it’s useless and unhelpful, waste of time and adding extra lots of trouble.
