Blackmail?

[blighty]

Hello there 🙂

Having a little bit of trouble with (Post edited by Moderator). Bought something online end of Dec and returned it immediately because was poor quality. Sent back using their prepaid post label which was tracked.
There's been no update on track & trace since I posted, I don't know where the parcel is, if Royal Mail have lost it or that they've just not updated their system with the delivery info. I have written to them but not heard anything back.
Wallis are terrible at customer service, no email and an landline that costs and a waiting time of 30+ mins. I joined twitter and had no communication there either - until that is I started a paypal dispute.

Paypal at the mo is hanging, I have provided tracking info but because there's no delivery showing online, they haven't paid.however got in touch and have said they simply will not refund until I stop the paypal dispute. This makes me nervous because reading reviews - and previous experience with them - I know that their word on refunds probably means jack!!!  It really feels like blackmail as they've not explained WHY I have to close the dispute, despite me asking 3 times via twitter and I am wary of giving up my dispute because it's the only possibility of getting anything back.

What do folk suggest? Is this normal for shops? I've never had this before on the rare occasion I've had to open a dispute against a retailer, they've paid and the dispute simply closes.

[kernowlass]

@blighty

Personally i would never close a dispute until i had a cleared refund.

But as you have shipped the item and they have not received it back yet i can see why they are reluctant to refund.

I think your best bet is to phone customer services and state you have done exactly as asked and if the item is lost then that is up to the company to sort out (as they provided the shipping label), and see if c.s. will issue you with a refund.

Click on the words "Help / Contact" at the bottom of paypals pages and use the phone option in the blue band at the top. Log in and get the code.
When you get through don't select any options just hang on till you get transfered to an agent OR just say the word 'Agent'".
In the UK its free from any landline phone.

[blighty]

Thanks loads for your reply.

Yeah, I think phoning is the only thing I can do as paypal have replied with a stock answer AGAIN. It seems impossible to get a human response via email, or have anyone actually read what is written!!

I am not going to cancel the dispute, but do you know what happens if this isn't settled? Is there a time frame in which Paypal end this one way or another?  I do feel like I am unable to get my money back, whereas Wallis will easily get theirs back from the post office. They must make loads of claims for lost parcels, if indeed it is lost.

Cheers again for your help, tips and reply.

[kernowlass]

@blighty

Paypal don't get involved until you escalate the dispute to a claim, once escalated paypal give you the buyer a certain amount of time to return the item back to the seller and prove they received it with a tracking number (normally about 10 days).

BUT if tracking does not show as delivered paypal may well close the dispute in the sellers favour which is why i think you should PHONE them and give them the info you have said on here.

[blighty]

First thing I did was esculate it to a claim as I'd already been waiting a couple of weeks for my refund.
Won the dispute/claim, got my money back. Cheers!