When I went through this with and order I placed in December, I didn't get it resolved until mid-February. I thought I was purchasing from a merchant called "Hermani Store", that had an address in Naperville, IL on their website. On PayPal, SLN Holding shows up as the "merchant". SLN Holding is definitely a scam. I don't know why PayPal continues to deal with them and let them rip people off.
I started with a dispute and got the same runaround you're getting. I then escalated to a claim and asked for a refund, but received a message that the item was shipped and was given a DIFFERENT tracking number that I could track, but it took at least 2 weeks to get here because it came from China. I finally received it at the end of January but it was NOT what I thought I was ordering, just a cheap knock off. So if you haven't received anything yet, demand a refund as soon as possible and you'll have to be persistent - like contacting PayPal on a daily basis. It's a lot of work, so depending on how much you spent, you may want to just write it off as "lesson learned". I was ticked that people were getting ripped off, so I saw it through till I finally got a refund.
If you do finally receive something and want a refund, it will be another long battle. You'll have to go through the dispute/claim process again but this time "item not as described". What will likely happen is that PayPal will side with SLN Holding to have YOU return the item if you want a refund. Sounds simple, right? Here's the kicker...they'll want it returned to an address in Vietnam (or somewhere else overseas), and will give you a very small window of time to have it back. It would have cost at least $60.00 for me to return the item to Vietnam in the time frame I was given. I paid $29.95 (which included shipping) but the order I received was valued at $4 USD (that was right on the shipping label of the small package). I contacted PayPal, at an email address I'm not permitted to use here, letting them know that was not an acceptable resolution and listed my reasons and included proof in screen shots and pictures. This is what I provided: pictures of what I received; screen shots of the item on Hermani Store's website; address provided on Hermani Store's website (address in USA); screen shot of Hermani Store's return policy, which mentioned shipping item back for refund, but NO WHERE was it mentioned that item had to be shipped outside the USA; screen shots of the USPS website with prices to ship to Vietnam. Still, the solution that SLN Holding and PayPal agreed on was for me to send the item back, to an address in Vietnam, by a date that was just over a week away. ***Just FYI...that address in Naperville, IL that was on Hermani Store's website doesn't exist. I found that out by looking it up in Google maps and it's not a real address. Just for kicks, I looked up Gracias Store and they list their address as <removed> I just looked <removed> up on Google Maps (satellite view) and it's an empty lot. When I replied to PayPal letting them know the resolution was not acceptable, I did not let them know I looked up the address, that was going to be my "Ace in the Hole"*** This went back and forth, every time I let PayPal know that mailing this item to Vietnam, at that price, was not acceptable. PayPal offered their "Shipping on Us" for a maximum refund of $30.00 AFTER I shipped item to Vietnam and could provide receipt. This went back and forth for a couple weeks with me emailing PayPal at that same email address I'm not permitted to use here with the same information and questioned why I had to return to Vietnam when I purchased from an address in the USA (gave them the address provided) and said I'd be willing to send to the address I purchased from. I requested my issue to be escalated to someone in charge, only getting the same responses back to return item to Vietnam to get a refund. I finally looked up PayPal's CEO (Daniel Schulman) and the CFO & EVP, Global Customer Operations (John Rainey) and emailed them after I spend over an hour on the phone trying to contact customer service and was hung up on, TWICE. I never heard from either Mr. Schulman or Mr. Rainey, but persisted with the counter offer to send to the address in Illinois. I kept getting the same resolution, even after all of this and while CC'ing both Mr. Schulman & Mr. Rainey. I'm also not permitted to post their email addresses here, sorry. I finally filed a complaint against PayPal with the BBB. That very afternoon I received a phone message (wasn't home when call came in) that PayPal decided in my favor and I'd get the full refund. I also received an email from PayPal with the same information that evening. I don't know if that was coincidence since I'd just filed with the BBB that morning or not.
There is a FB page about all of these scam stores (there are many) where others post their experiences and what they did. You can also PM them through their message option for assistance. The FB page is called "The Valar Store Scam and other frustrating stories". Good luck to you. Sorry so long, but just trying to arm you with information on what you can do if you decide it's worth the battle for a refund.
