Why i can't get my money back?

[boobaa403]

Hello, the buyer receives the product and the tracking shows that the item was delivered with proof of delivery and buyer signature. But I don't know why the support didn't help me to get my money back. I know I'm under seller protection, but why the buyer will receive the product and a refund? 

[kernowlass]

@boobaa403 

Funds are normally released when tracking shows online that the item has been delivered to the buyer + 1 day as long as you used one of Paypals supported carriers.
If completed and no funds are released then contact c.s. and request manual release of funds.

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

1. Paypal phones are slowly re-opening and increasing in numbers (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.

[boobaa403]

Hi,

Thank you for your message, I have contacted support but didn't help. Why? I don't know. I'm under seller protection, but the support doesn't provide any solution. The buyer receives the product and on the same day, he opens a dispute and escalates it. I didn't get any minute to communicate with my buyer. Is the tracking number that shows the item delivered with location and signature, not enough?

[PayPal_RebeccaN]

Hey @boobaa403,

Welcome to the PayPal Community! 

I am sorry to hear about the issues you have had with a PayPal case. 

When a case is denied, an automatic email is generally sent to explain why this decision was made. This email will clarify why the case was decided in the buyers favor. 

Generally speaking, when a case is escalated, you have 10 days to respond with your tracking information. If you fail to reply to the case on time, the case will auto-close and cannot be reopened or appealed. 

You must also ship the item to the address provided by the buyer. This address will be listed on the PayPal transaction. 

As advised by @kernowlass above, you can contact our customer service team directly for some more clarification on this. 

For some more information on PayPal's Seller Protection Policy, see: https://www.paypal.com/smarthelp/article/faq1156

I hope this helps, have a nice day! 

Rebecca. 

[boobaa403]

Hello, thank you for your message, but I didn't get 10 days or even 5 min to respond. The buyer open the case, and immediately the case was closed without letting me reply or resolve the issue with the buyer, my question is why I didn't get time to reply, and why did the buyer receive the order and the money together?