At what point should I call Paypal about a dispute?

[spiral_w]

Hi, just a quick bit of advice please!

I had issues earlier this year with a transaction that was made with a Chinese company. The parcel got lost and was tracked in the USA. I opened a disput and then a claim, went through the patient wait then after a couple of weeks decided to call Paypal about it. They said I still had to wait as it could be redirected to the UK. Eventually I called them again and they tracked it again, no movement from LA, and refunded me.

I now have a similar issue. I ordered Lithium Batteries from a Chinese company (efest) on 14/09 . As bad luck would have it, I ordered right as Hong Kong, China and Singapore all clamped down on batteries. Every single parcel was scanned and everything leaving these places had huge delays.

I opened a dispute and a claim. On 11/10 efest provided a tracking number which predictably shows that the parcel was accepted on 24/09 in China. And since then, it has stayed there. I am using the tracking engine Paypal provided to me last time.

I will not get my batteries. Efest [Link removed by moderator to comply with forum guidelines] are no longer trading to individuals as their website shows; batteries are banned.

But I am left with a hanging open case and no batteries. It is 45 days since I ordered, and 35 days since the parcel was accepted. I am in two minds whether to call and try and get Paypal to make a decision. It's a clear cut case to me so I don't see why paypal are taking so very long.

Any advice very gratefully received; I need the budget to now buy my batteries from a UK ebay seller.

Thanks 🙂

[TsufakTuna]

HI spiral_w,

you should contact PayPal's customer service as soon as possible to rectify the issue. Sometimes the representative can fix the problem at the spot. If one representative can't help you much, try again with another person till you can find someone who can help you.

[PayPal_Sophie]

Hi spiral_w,

Welcome to the Community Forum! As TsufakTuna has advised, in a case like this, we'd recommend contacting Customer Support directly so we can take a look at your case. We deal with claims like this on a case-by-case basis, and it may be that your case just needs to be looked at a little bit more closely by a specialist here in order to have it closed off 🙂

You can find our contact details by clicking on 'Contact us' at the bottom of any page when you're logged in. Thanks!

Sophie