Problem with Escalating Claim - Paypal negligence

[DonnaJ25]

I recently made a claim because the goods I received were damaged.  The total amount was £672 but I was only asking for a partial refund because I couldn't return the goods.  The seller wouldn't discuss the matter and so I rang up to ask paypal for advice.  The agent told me I should escalate the claim and that paypal would sort it out for me.  However, when she escalated the claim, she changed it from a partial refund to a full refund and now I've been told that that is the only option.  I specifically told her that I did not want to claim a full refund as I couldn't return the goods.  I've rung customer services twice and today the agent confirmed that the previous agents had lied to me, let me down and that, as a result, I had lost money due to paypal's negligence.  However, he refused to do anything to help me.  I've tried contacting paypal again but no-one will reply to my messages.  Just wondered if anyone here had any advice.  Thanks!

[kernowlass · Accepted solution]

@DonnaJ25 

Any partial refunds are between you and the seller in the dispute phase, if not offered then you can't accept.

Once escalated to a claim the only option paypal give you is a full refund on return of the item back to the seller.

They help with return shipping costs if you have activated the below link.

https://www.paypal.com/uk/webapps/mpp/refunded-returns

Lastly if you funded your paypal payment via a credit card then see if they can help you with a chargeback?

[DonnaJ25]

Thank you so much!  At least I understand what happened now.  When I rang to ask for advice, I told the agent that I only wanted a partial refund but she told me that I had to escalate the claim.  Sounds like she got it wrong, but at least I know.  I did use a credit card as the funding source, so I'll try that.  Thanks again!