Dispute stuck in a loop

[sportyrider77]

I am disputing a transaction after seller refused to assist with the return/refund. Seller has 72 hour return policy (yes, 72 hours). The case has been open for 5 weeks and recently PayPal started asking me to provide my return shipping/tracking info. Well, seller is still refusing to accept the return so I can't ship it back and I don't have return shipping info, which is why I disputed in a first place. I keep responding to PayPal with my explanation, but they keep bouncing back to me with 'Please provide return shipping info'. It's been going on for over 2 weeks now. How do I get pass that? I submitted emails from the seller showing that they are not willing to resolve this issue. PayPal is clearly not reading my comments; and I think seller is misleading PayPal knowing that I can't return until I have return authorization along with shipping address, which seller is not providing to me. It's crazy. Please help.

[kernowlass · Accepted solution]

@sportyrider77 

Is the address not on the sellers website? If you don't know the address then contact paypal customer services and tell them that.

Contact options for each countries Paypal customer services are accessed by clicking help/contact bottom left of Paypal pages.

1. Paypal phones (you can use the guest option if you can't log in).
2. Live chat is also randomly available.
3. You can send them a message, (during business hours you may also be able to message whilst logged out).
4. Have you considered contacting Customer Service via Facebook or Twitter?
You can send them a personal message from their Facebook or Twitter pages.
It's: https://www.facebook.com/PayPal and @AskPayPal for Twitter.

[sportyrider77]

Thanks for the quick response. Seller's address is not listed on the seller's website. Also, this is a relatively expensive item, so I don't want to risk sending it back without the proper authorization from the seller, which they won't provide. I think, I am explaining that clearly in my follow up comments in the resolution center, but the case is going nowhere. I am afraid that I am going to lose this dispute if this will continue on this path.

[kernowlass]

@sportyrider77 

Then contact customer services as i have already advised?

[sportyrider77]

I did and they helped me. THANK YOU!!

[cyndieav]

How did you get ahold of a person at Pay Pal? I have the same issue. No address has been provided by the seller to return the item. Pay Pal has denied my claim as it doesn't fit under their reasons to file claims. 

[Temp20230201]

 I had the same thing, sold a faulty item from UK, seller agreed return but would not send me a return lable as ebay told them too, i live in france so it would cost me a fortune to return the item with possibly no chance of getting a refund of the post cost. Set up a claim with paypal quite clearly stating all this, all paypal wants is proof of postage - computors obvoiusly don't listen, or if human don't care to read. I sent proof of the faulty item and the claim was faound in the favour of the seller - obvoiusly ebay does not want to upset seller, **bleep** the buyer - buyer protection, pah.

Garry

[kernowlass]

@Temp20230201 

Ebay and Paypal disputes are totally separate.

So when you opened a dispute with Ebay did you click on 'more' and select item not as described?

If so and Ebay found in your favour then a QR code is automatic for you to return the parcel to the seller.

However if you only opened a dispute for 'return item' ie buyer remorse then you would pay the shipping.

You should wait till you have exhausted everything with Ebay before starting a Paypal dispute.

Did you go to Ebay ''chat'' and appeal with an agent?