item not received but PayPal doesn’t let me raise claim because raised dispute on charge first

[Finn210]

Bought item online. No order or payment acknowledgement received and email on website invalid. Charged slightly different amount and raised claim on that . Claim refused (turned out not the UK company it seemed on website so currency conversion) item not received but no option to raise a claim for that. Did tell PayPal sure it was a scam website but that as ignored. No way to contact seller. 

[sharpiemarker · Accepted solution]

@Finn210 

Contact customer services and ask them to change the claim to item not received.

In normal use, the final charge amount can change (higher or lower than the amount authorized) when merchant uses the 2 step payment processing (authorization and capture steps are separated) resulting from changes in inventory, shipping/handling, sales tax, gratuity, etc.

https://www.paypal.com/smarthelp/contact-us      

Scroll down to click “Message Us” or “Call Us” option on the bottom.

Or reach out to PayPal at Facebook or Twitter:    

PayPal on Facebook

PayPal on Twitter