Merchant not providing return instructions nor communicating at all

[wstanci3]

Hello, 

Hopefully I placed this in the right board. If I need to do anything different, please let me know. 

I have an issue with a purchase I made with Paypal with a company. The item that was purchased simply will not work and I reached out directly to the company. An email exchange was initiated and a customer service representative asked for pictures of the product to see if it falls under the return policy, i.e. looks like it is in original condition. After providing the pictures, there has been radio silence. That was last week. I gave three business days and emailed again to see if there was any update and still radio silence. Then, I submitted a contact form on their website today after waiting two more business days. I don't want to be that "guy" who wants to pester a company, however, I have a limited window for the return policy. If they denied the return by replying back, then at least there is some form of communication. At this point, I have exhausted the means of attempting to get in contact.

There is no number I could call for the company and email/contact form is the only other ways to reach and if they will not respond back, what else could I do? 

So all of this is to say, is there something I could do on the Paypal side? Do I submit a claim? I've really never ran into this type of issue, so I wanted some opinions. 

[kernowlass]

@wstanci3 

How do I open a dispute with a seller when a purchase goes wrong?

You can open a dispute in the Resolution Centre of your PayPal account within 180 days of payment if:
•You don’t receive the item OR service
•You receive an item but it’s significantly different than the description on eBay or on the seller’s website (or you receive a totally different product).

By opening a dispute, you can communicate directly with your seller to work out a problem transaction.

If you reach an agreement with the seller you can close the dispute. If you're still not happy with the result, you can escalate the dispute into a claim. Paypal will review the claim and decide on reimbursement.

These steps apply to Personal accounts. If you have a Business account, please log in to see the steps that apply to you.

To open a dispute:
1.Log in to your PayPal account.
2. Click on the transaction and use the resolve a problem option at the bottom of that details page.

Note:
•Generally buyers must wait at least 7 days from the date of payment to escalate a dispute for an item not received
•Where an item has not been received, please ensure you have given the seller enough time before opening a dispute

Do not close the dispute until you have a refund or your item.
If a seller states that they can't refund until you have closed the dispute don't believe them.
Escalate the dispute to a claim within 20 days (before it times out), if you need Paypal to get involved.

Activate the below link in case you have to return the item at Paypals request (or the correct one for your country as this is the U.S link).
https://www.paypal.com/us/webapps/mpp/returns

If that does not work then if you funded your paypal payment via a card then contact your card issuer and see if they will issue a chargeback.