What info does retailer see?

[SMartin1]

Hello all,   I have only ever purchased via Paypal. Yesterday I discovered that an order I had placed had been cancelled/ deleted as if it never existed, but the money went and was never returned. I cannot prove the order via the site as it seems to have never existed. So, my question is this- what banking info do retailers actually see upon purchase? I contacted the company direct, and gave dates, amount, Paypal transaction info, name and email address- presuming that was enough for them to realise they need to refund, or deliver. They sent the following request-  

Apologies for the inconvenience. Could you provide the following:

1. The date of the purchase
2. The amount of the purchase in US Dollars
3. The last 4 digits of the card used OR The PayPal Unique Transaction ID if you paid using PayPal
4. Your Full Name as it appears on your Card if applicable
5. Bank statement that shows the transaction charges
6. Email address associated with the purchase.
7. Do they have the right to ask for card name, statements, and last 4 digits? As I understood- Paypal protects these details from being bandied around.
8. Thank you in anticipation, S Martin.

[kernowlass]

@SMartin1

Does the transaction show in your paypal account?

If you paid as a guest buyer then do you still have the email that confirmed the payment?

[SMartin1]

Hi kernowlass, 

Thanks for responding.  I didn't pay as a guest on Paypal. I thought there was an email, but can't seem to find it; but I do have proof on my Paypal account page, verified by my bank statement. 

[kernowlass]

@SMartin1

ok then why not file a dispute for non receipt of item via the ''resolve a problem'' link lower left of your paypal summary page? and go from there.

[SMartin1]

Hi,

I have tried to do it just by directly contacting them, although it sounds like any proof of a transaction has been deleted at their end also. I have emailed dates etc of transaction, but have just advised that if they want more info, or more banking proof, that I will open a dispute with Paypal later today- as they will believe their evidence more easily, which is understandable as they don't know me.

Thank you for your help and advice, I am very grateful.

S Martin.