Re-Open or Resubmitting a Dispute

[NikiMD]

Hello,

I ordered some products from an ad i saw on Facebook. I did not receive any information from the seller for at least a month. I tried reaching out to them directly to cancel my order. The seller does not have a contact phone number or customer service line, only an email address. I sent multiple emails to them and even messaged them on Facebook Messenger but they never responded. I filed a claim through PayPal saying that i had not received the item. During the time that my claim was under review, i escalated it to a dispute. I assume then that the seller did not want to be liable so they sent out shipping information. I again tried to contact the seller through email and asked to cancel my order and process a refund, No response again. I finally received my items after another month, and now my dispute has been closed in the sellers favor. I want to file another claim that the items are significantly not as described but i am not able to, is this something that i can do. I keep getting an error message every time i try and file another claim and then it just says case closed not in my favor. I need assistance!! I want to return these items but there was not an option to print a return label and i don't know how to create one.

[sharpiemarker · Accepted solution]

@NikiMD 

You will need to contact customer service to change the claim type to significantly not as described of the closed case. You will be responsible for the return postage upfront in a PayPal claim as PayPal cannot force the seller to issue a return label nor refund you more than what you originally paid. However, you can see if you can negotiate return postage or a return label in the dispute phase of the claim where PayPal is not involved but the seller can reject that:

What's the difference between a dispute and a claim?

To contact customer service:

https://www.paypal.com/uk/smarthelp/home

Click MESSAGE CENTER or click LOG IN to access your message center or for live chat where available.

Or try Social media:

Facebook (UK): https://www.facebook.com/PayPalUK

Twitter (UK): @paypalUK 

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

Twitter (Worldwide): @AskPayPal 

Note: PayPal currently have limited customer service staff as a safety precaution due to Coronavirus, so message response times will be delayed.

Instead, you also have the option to pursue your credit card chargeback rights, if you paid by credit card. See section 2, e:

https://www.paypal.com/uk/webapps/mpp/ua/buyer-protection?locale.x=en_GB

You may want to register your account for PayPal's return shipping refund program on future returns if you haven't already done so:

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

This return won't be eligible if you weren't registered prior to disputing this transaction.

[NikiMD]

Thank You!!. I have contacted customer service and my case is under review. I was unsure how to go about this but the info you provided was very helpful. This is my first time disputing any PayPal transaction.

[joem1619]

Paypal must be the hardest organisation to actually get a human being to respond. Hours of going round in circles answered by some bot.

Think I'll do all my purchasing with credit and debit as they offer buyer protection and actually answer.

[jadenhau]

I had the same problem, but paypal says the dispute is closed so they can't do anything?!

Are there people from Paypal here in this community...

(paypal is really the worst with solving problems, I will avoid using paypal in the future. It's easier to get help through my cc company then paypal. But if you used Paypal your CC will ask you to deal with Paypal.)