ebay cancelled order but paypal still sent the payment and will not refund

[Jules31]

EBAY confirmed the sellers account was hacked and cancelled the order.

I had pay after delivery on my paypal account, but the payments were sent by paypal straightaway and when I raised a case they did not stop the payment to the person who had hacked the sellers account and will now not refund me, even though EBAY confirmed the account was hacked and my payments were unauthorised. The true seller did not receive the funds and I have not received the product as EBAY cancelled the order.

[sharpiemarker]

@Jules31 

1. Locate and click payment transaction in your PayPal account activity
2. Click "Report a problem”. 
3. Click “I didn't receive an item I purchased”.

If you filed a dispute as unauthorized transaction and was denied, because technically no one broke in to your PayPal account to make payment, then you'll need to contact PayPal customer service to change the dispute to Item Not Received.

Response may take longer due to Covid-19 situation.

Please visit this page:

https://www.paypal.com/uk/smarthelp/home

Click MESSAGE CENTER or click LOG IN to access your message center or for live chat where available.

Or try Social media:

Facebook (UK): https://www.facebook.com/PayPalUK

Twitter (UK): @paypalUK 

Facebook (Worldwide): https://www.facebook.com/paypal

Twitter (Worldwide): @AskPayPal 

[Jules31]

Thank you for the advice. But the case is resolved and I am not able to change the reason or create a new case for that item.

The message system says an agent will come on the messaging system but they never do.

I do not understand why paypal would continue to send the payment when EBAY confirmed the account was hacked and the order was cancelled.