Can I re-open a closed dispute?

[keithcaine]

I closed a dispute because I was provided a tracking number from the seller, which turned out to be fake, and now can't reopen the dispute? Any tips?

[kernowlass]

@keithcaine 

Sadly you should never close a dispute as once closed it can't be re-opened and you can't open a second dispute for the same transaction.

You should have escalated to a claim if the item still had not arrived and the 20 dispute days were nearly up.

Then paypal would have been involved and you should have had a refund if the tracking supplied did not show the item as delivered.

[Free7x70]

Me too. Tracking says delivered but i didn’t receive it. Unable to reopen or open a new one.

[kernowlass · Accepted solution]

@Free7x70 

Paypal is just a payment processor that gives you 'some' buyer and 'some' seller protection.
So disputes for non receipt of item are mostly automated. Seller provides tracking that shows delivery = seller wins.
So then its your turn to do some work to assist Paypal in recovering your purchase price from your seller.

Firstly ring Paypal customer services and tell them that the number is fake or that the item was shown as shipped before you purchased it. With that information they may well just issue you a refund.

Secondly if they don't then... APPEAL
To submit an appeal on the dispute that was closed, PayPal asks that you obtain a detailed report from the shipper/courier (on their letterhead or some other form of official stationary) that includes the address the seller gave them for the shipment. Or one that includes a statement mentioning your address and saying the item was delivered to a different address. THEY DON'T HAVE TO SAY WHICH ADDRESS IT WAS SENT TO, JUST THAT IT WAS NOT DELIVERED TO YOUR ADDRESS.

Check tracking in below link to see where it went.
https://www.17track.net/en

When you have that, contact PayPal via phone (log on to your account and click contact at the bottom of the page, or via Facebook (send a Private Message to PayPal) or via Twitter (send a Direct Message to @AskPayPal) and say you want to appeal the denial of the dispute based on the shipper saying the item was delivered to a different address. Once it's submitted (you will be provided with directions on how to do that), the dispute will be reviewed further and a determination will be made.

You also have the option to contact your card issuer if you funded your Paypal payment that way and see if they will do a chargeback for you?

[Custers7]

That is great if Paypal makes it clear up front that you have to escalate.  I raised the dispute following the instructions.  I checked the status and saw that Paypal showed it still pending, and there was no communication from the seller.  I then got an email stating it had been automatically closed and tough luck. I cannot contact the seller.  The contact information with Paypal is not correct.  The website listed in the Paypal receipt goes to a website in England that is totally different. Paypal states that this is a verified vendor, but is unable to contact them any more than I am.  I submitted another dispute asking for an appeal.  Not sure if that will work.