Change the for refund reason

[MrHill]

Hi Folks,

I have been in contact with a seller that has been giving me a bit of a runaround on the original marketplace site. Then I made an error on the Paypal dispute - because the Paypal site kept timing out as I was trying to fill in the dispute info - and I inadvertently put the reason as "Not As Described" instead of "Return". The seller received my returned item three weeks ago.

The latest message has asked me to "Please change the refund reason to "Return item" and, whilst I'm happy to do that, I cannot see an option to do so.

I have gone through the resolution centre, hit 'view' on the conversation and gotten to where the conversation is happening. However, the only options I can see are below the conversation thread and are:

'Close this case'

or

'Escalate  issue to Paypal'

Would you advise I close the case and restart it (I don't know if that possible once one has been closed on the same transaction) or Escalate the issue? I'm reluctant to do anything blindly!

[sharpiemarker · Accepted solution]

@MrHill 

Do not close the case, it can’t be reopened. Instead escalate and provide return tracking information or just call or message PayPal customer services to inform them you meant to select “Return” but you have to escalate within 20 days to keep the case open:

To contact customer services:

https://www.paypal.com/uk/smarthelp/contact-us     

Click “Message Us” or “Call Us” option on the bottom.   

Or reach out to PayPal at Facebook or Twitter via private message:    

PayPal on Facebook: https://www.facebook.com/paypal    

PayPal on Twitter: https://www.twitter.com/paypal