Purchased tickets that didn't work at the gate

[lw-127]

I purchased tickets to Disney online - I know this is a little sketchy but they were part of an auction that I thought was for a non-profit as that was how they were identified in the picture. I have purchased these auctioned tickets before to support my local school and animal shelter, so I have had a good experience with these tickets in the past. These tickets were purchased, mailed, linked to my account just fine. But then when I attempted to use them to enter the parks, I was denied. When I went to Guest Relations/Disney Security, they said they were marked as fraudulent and took the tickets from me. They gave me an incident number, told me to contact local police, and get in touch with the seller via PayPal. I attempted to reason with the seller, who assured me that they were just selling the tickets that they believed to be valid (turns out they had actually purchased the tickets from someone else, so I wasn't even supporting a non-profit as I had believed). They argue that because they believed the tickets were not fraudulent, they should not have to refund me even though I was denied access to the parks. 

We seemed to be having an okay conversation in which I thought I was very respectful, even giving the seller options that they may have to go back to the person who sold them the tickets. But then they escalated our dispute to a claim. So now I am "Awaiting other party's response" before PayPal comes to me. What documentation might PayPal ask that I provide? I have an incident number and report from Disney Security, an open case with a detective in Orange County's Sheriff's Office, and communications with WDW ticketing agency that identifies these tickets as blocked due to unauthorized resale. 

This is my first dispute/claim during my many years of PayPal, and it is also my most expensive purchase. I would just like to recoup my money, and would appreciate any advice PayPal veterans with similar situations may have to offer. 

[kernowlass]

@lw-127

You should put as much info as possible when you open the dispute.

Once escalated you can only provide info if paypal asks for it.

You need to keep an eye on the dispute and if paypal find in your favour you 'may' have to return the tickets back to the seller before you are refunded as that is what normally happens with SNAD disputes.

If you lose then if you funded that paypal payment via a credit card then do a chargeback.

[lw-127]

Thank you for the response. When I opened the dispute I didn't provide much information to the seller before they decided to escalate to a claim. I only told them my experience, but didn't have a chance to attach any files.

[lw-127]

Also, if I paid with my linked bank account, will I be able to go through my bank to dispute the charge? Sorry for all the questions, I'm very new to having such problems. 

[kernowlass]

@lw-127

You can only chargeback via a card, BUT let the dispute run and escalate to a claim if not already done so.

As its expired tickets and you can't return them then I would advise phoning customer services to make them aware of the other proof that you have.

Also in my personal opinion ALWAYS fund your paypal payments via a credit card for that extra layer of protection.

Customer Services.

Click on the words "Help / Contact" at the bottom of paypals pages and use the phone option in the blue band at the top OR very bottom of page dependent on what country you are in. 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.

[lw-127]

Thanks so much! I'll give them a call as soon as possible.