Wrong item received but PayPal not helping?

[cineko]

I received completely the wrong item from a seller and having got no satisfactory response from seller I escalated it to a claim with PayPal who have now found in favour of the seller and passed it back to me to resolve with the seller, how do I do that if the seller does not respond and I have the wrong item? - faith in PayPal to help has been destroyed.

I have all the evidence to back-up my claim but PP have not asked to see any of it and closed the case. Some advice needed please.

[kernowlass]

@cineko

What dispute did you open?

How did you pay for the item, which option did you select?

How did you fund the payment, which funding source?

Was it a physical item?

[cineko]

Dispute I opened was "item not received"

Payment was immediate via debit card or bank

It was a physical item

There was some 'unusual' elements to this purchase. Firstly couriers claim to have left the item in a safe place - which we could not find and couriers just re-directed our enquiries to the seller who said my item was on it's way, which was curious to say the least. An item arrived which didn't even come close to matching the item purchased. Seller stopped communicating, no instructions on how to return item.

Dispute raised with paypal for "item not recieved" (the closest to what actually happened)

But apparently it is ok for a seller to send the wrong item as PP found against me.

[kernowlass]

@cineko

That would explain it then, if tracking showed an item as delivered to your address then the dispute would be closed.

If you received the item but it was not as described then you should have opened a dispute for 'item received but not as described'.

If you had opened a dispute for non receipt and then received the item and it was not as described then there is the option to 'change' the dispute to the latter reason.

[cineko]

But when I started the process I had not received anything despite what the tracking info says. And then mid-way through I receive an item that does not match the one I ordered, so I still have not received the item I ordered. In the dispute correspondence there were full details of the item I should have been sent, which I still don't have.

[kernowlass]

@cineko

Yes, that is why I said once the item arrived but was not as described you had the option to 'change' your dispute FROM non receipt TO not as described.

You must have left it at non receipt and so the seller won as they provided trackable proof of delivery.

[cineko]

Firstly, thank you for your help, it is much appreciated. So where do I go from here? I am currently around £60 out of pocket with an unusable item, there must be a way of resolving this?

[kernowlass]

@cineko

ok some suggestions that may or may not work.

1. Did you fund your Paypal payment via a debit card? If so see if your card issuer will do a chargeback for you?

2. Have you gone to the resolution centre to try and appeal? 

https://www.paypal.com/uk/smarthelp/article/can-i-appeal-paypal%E2%80%99s-decision-on-my-claim-faq20...

3. Is the seller in the UK? If so telling them that you will filing a small claims action against them if you don't get a refund sometimes works, whether yoiu go ahead and do that is up to you. You can file online.

4. Lastly give customer services a call and state the claim closed before you had the option to change it and they may open a claim for you....no guarantees.

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.
Freephone from a UK landline or UK mobile number.