How can I contact somebody about a claim

[Blackhorse1998]

I purchased 14 items from a private seller from facebook. I kept asked for proof of postage and they ignored me. After waiting 10 days I got a tracking number that did not register. I escalated my report to a claim as I did not believe she had posted it. After a further 3 days it registered on Parcelforce as only been posted on the 15th June when I was told they were posted on 28th May. When I finally received the parcel there were only 12 items not the 14 I had paid for. I changed the claim to goods not as described and I asked for a £15 refund for the two items that were missing.   I have tried to sort this out with the seller who has been rude and abusive but final admitted in writing that although she had excepted and agreed amount she decided that the payment was too low and purposefully withheld 2 items. In her words I got what I paid for. I have tried and tried to send the transcripts to PayPal but keep getting the email run around.

Now PayPal have decided that I can have a refund when I return all the items in original packing and condition. I did not ask for a return I asked for a refund.

1/ I did not asked to return the 12 items I want compensation for the 2 missing ones.

2 / I don’t have the original packing due to item 1

3/ The items are horse bits, they were disgustingly dirty and I have cleaned them ready for use so I cannot return in original condition.

4/ I do not trust the seller to notify PayPal that the items have arrived back and then I have lost £80 and the 12 bits

5/ Due to these being 12 heavy bits of metal the postage tracked is £12.98. I have only requested a £15 refund.

6/ Seller has also admitted they have more than one PayPal account so they are not bother if the account is put on hold.

Through bitter experience I want this all put in writing to PayPal rather than making a phone call.

[kernowlass · Accepted solution]

In the event of an item received but not as described dispute paypal never know who is telling the truth.

So normally they will find in your favour BUT you have to send the item back trackable to the seller at your own expense before getting a full refund.

Paypal don't "negotiate" part payments for you, during the dispute stage you and the seller can agree to that but if it has not been agreed and escalated to a claim then you have to send back all of the item received.

You have to send it back trackable and provide paypal with that tracking number before you get a refund to prove the seller has received the item back again.

Pointless phoning paypal, you either return the item promptly and provide a tracking number or the dispute will close in the sellers favour.

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I give up my time to help you so a thank you or kudos would be cool.

Marking one of my replies as a solution would be appreciated if I sorted your problem.

[Blackhorse1998]

Thank you for your reply. What is the point of asking for a value you wish to claim if the will not honour it.

Like I said I cant return the 12 items I received as they have been cleaned and ready to use. It will cost as much to return them as the compensation I claimed for the missing items.

I also have written proof that the seller deliberately withheld 2 items. 

I must say I am very dissapointed with paypal. For all the years I have used it the only time I need to claim and have prof of my claim they make requests I can not honour. 

[Blackhorse1998]

It seems that returning the goods is not the only outcome.

We've investigated your claim for the below transaction and we're glad to let you know that we've decided in your favour.

Due to the unique circumstances of this claim, we're refunding you at no cost to the seller. You'll receive a £15.00 GBP refund. It should reflect in your PayPal balance within 5 working days, if not sooner. If you paid with a card, the money will be refunded to your card, but depending on your card issuer it may take up to 30 days to appear on your card statement.