I have had an account basically since PayPal began, I am both a buyer and seller and my account therefore is a business account. I have never before opened a case against anyone until Dec 2017 (item not as described). The company claimed to be within US ended up it was not, they were using stolen product photos etc. After I finally received item (From China) PayPal sent me an email that if I returned it I was eligible for a refund. I paid $24.15 to send back to Morocco.
I have been met with nothing but obstacles during the entire process. From links not working to one CS Rep telling me to do something one way only to have the next (or receive an email) telling me no do not do that do this. I have made no less than 15 phone calls, been on hold countless hours and waited for returned phone calls that never came.
I tracked the package I returned via Morocco tracking, I see it was delivered, I contact PP CS and they finally open up access for me to "add a file" (It is my case I should ALWAYS have had the option to add files without calling) So I add the screen shot of the page that shows seller received the returned item, that was Thursday 2/8.
Jump to today 2/14 I receive an email that my case is closed NOT IN MY FAVOR, because sellers tracking showed I received the item!!! Complete incompetence...I call CS demanding to know why when I shipped item back and even provided PROOF the seller received it that it was closed...CS agent was very polite and helpful and assured me it should not have been closed and opened an appeal. And my claim page now says Seller requested to appeal the decision....I am the BUYER!!! Now I give kudos to the CS agents as they have tried their best to help and been polite, where I have a HUGE grievance is with the Claims Specialists and Supervisors. There is absolutely no excuse for how this and multiple other aspects of this case is and has been handled, this is not a difficult case. This is a company that has my banking information but can not intelligently handle something very simple, that worries me. Once I provided proof that the return was delivered I should have received my refund, I did my part, I have went above and beyond, keeping detailed documentation, taking photographs, tracking and providing information/documents for PayPal. Now here I am waiting once more spending my time, which is just as valuable as PayPals time trying to get it straight with them. I do not feel like PayPal has got my back on purchases by any means, as a good standing customer (never had a case filed against me and this was my first time ever opening a case) I feel like I am getting the shaft on this deal. Seller now has both the product back AND my money. Last time I will be using PayPal to pay for anything that is more than a $20 transaction, and I have used them for everything in the past. Never understood why so many disliked PayPal until now.
