Paypal Credit refusing to refund an item that a seller has accepted the refund request for.

[ChrisCryer02]

I purchased an item which when arranging a collection, the seller informed me that there were parts missing (not on the listing). I then requested a refund as with these parts missing, I know it will not work. The seller accepts the refund request but is telling me the money has not been sent to her. So I follow this up. Paypal are saying they will not refund me as they have sided with the seller...despite the seller accepting the refund request. I have been chasing but no one is helping.

[sharpiemarker]

@ChrisCryer02 

What was the reason given for the dispute, presuming you opened one?

[ChrisCryer02]

Hiya, I raised the dispute as the seller advised me they didn't have the funds, so they could not complete the refund request as they were asking me for help. So I raised it to try and help conclude the issue but PayPal are saying they're not refunding it which makes no sense at all.

[sharpiemarker]

@ChrisCryer02 

Call customer service and have a dispute specialist take a look at your case again.

1. https://www.paypal.com/smarthelp/contact-us
2. Click Disputes and account limitations.
3. Click Disputes
4. Click Dispute a payment
5. Click Message Us or Call Us after “This information might help” box.

I can’t make head or tails out of what could have caused the claim to go against you.

If you disputed as item not received and escalated, PayPal should be asking the seller for proof of delivery which seller don’t have and ruled in your favor.

If you didn’t escalate within 20 days and missed the deadline, the case could have closed against you, but I didn’t get the feeling that that happened or you would have said so.

The seller is saying they don’t have the money…perhaps money was subject to 21 day hold before you raised the dispute. They can still issue a refund, but the money would come out of their available PayPal balance or linked bank account. PayPal has this thing where they don’t use the 21 day held payment to refund because those funds are unavailable for use and will be release in 21 days.