Faulty Curtains

[Raman4001]

Hello I purchased several made to measure curtains back in December from an online retailer. Unfortunately, I couldn’t hang them till very recently as I was decorating my room. Once I hung the curtains I noticed two of the curtains were damaged (thread had been pulled) I requested a refund via Paypal I made clear in my actual text precisely what I wanted to return, why and how much refund I should be due. They approved my refund but for the FULL amount and told me to send the items back within ten days and upload the courier details. Whilst my text detailed I wanted a partial refund I realised I had accidentally ticked the wrong box requesting a full refund. Subsequently I messaged Paypal on four seperate occassions explaining I only want a partial refund. I also called Paypal and I was advised DO NOT SEND THE ITEMS BACK - “we are reviewing the information you have provided for a partial refund” (I have screenshot of time and date of the call). Incase they need to track a recording of the call. They have just a message saying refund refused because items have not been returned. Unable to appeal! What do I do, actual seller is being unhelpful. Any advice would be much appreciated. I wish to resolve before it gets to six months from date of pirchase as it makes it more difficult. Thanks Raman

[kernowlass]

@Raman4001 

Unfortunately any negotiations between you and the seller have to be done in the dispute stage.

Once escalated to a claim the 'only' option paypal give you is a full refund once you return everything you received back to the seller.

They will reach out and ask the seller if they will accept a part refund but if they refuse not a lot paypal can do about it and you would need to return everything back to the seller.

You have some options....

1. Small claims court if the seller is UK as well? 

2. If you funded your paypal payment via a credit card then see if your card issuer will help you?

3. If paypal told you to wait and you did and they then closed the claim then reach out to them and appeal?

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

1. Paypal phones when available (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.
Or
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.