Dispute Closed by Paypal as I did not escalate in time

[eileenh148]

I opened a dispute as I did not receive a service.  Everytime I went to check on the status, it simply advised that I did not need to do anything as Paypal were looking into it.  Without any prior warning, i received an email to say that Paypal had closed the dispute as i had not escalated it by a certain date.  At no time whatsoever was i alerted to the requirement to escalate.  I have been trying to speak to customer services or find an email address to contact to discuss further but feel like i go down a rabbit hole everytime i try to make contact or speak to an actual person within Paypal, or find a resolution on the myriad of options on the website!

I had 2 transactions with the same seller one of which was successfully refunded but that was because i literally chanced upon the escalate option when checking the status of the dispute.  I was unable to find a similar escalate option on the second transaction despite checking a number of times which i  find bizarre!

Any advice would be greatly appreciate but please please please dont tell me to contact customer services or the online chat as i have tried this a number of times! 

Can anyone please help ???

[kernowlass]

@eileenh148 

When you open a dispute you get an email that clearly states the need to escalate within 20 days.

If you had clicked on 'view' on the transaction then the escalate option is on that page. 

[caliandris]

The difficulty with that is if you are behaviung reasonably with the seller, and are negotiating sending back goods etc, then it is not at all clear that you need to escalate in order tokeep the dispute resolution process going. I have been dealing with a shyster company but I have returned their goods and was expecting a refund which has so far not materialised. I didn't realise that I needed to escalate - I hadn't received payment but was expecting it would come and if it did not that paypal would act...I had not expected the case to be closed on an arbitrary date

[kernowlass]

@caliandris 

The dispute stage is for communication between buyer and seller. If you don't get a refund or item then you have up to 20 days to escalate to a claim when paypal will step in to help.

IF you win a claim for item received but not as described then paypal will tell you to return the item (trackable at your own expense) before getting a refund once tracking shows delivery of the item back to the seller.

If the seller is delaying things then just escalate.

If unsure all you have to do is check with HELP top of page >>>

https://www.paypal.com/uk/cshelp/article/how-do-i-open-a-dispute-with-a-seller-HELP160

[eileenh148]

Hi - yes i am aware of that now thanks but is there anything i can do once to appeal the paypal decision or is it final? thanks!

[kernowlass]

@eileenh148 

My post above was directed at a comment made by @caliandris  and not you.

[eileenh148]

I didn't receive the service at all & there was no communication from the seller which left me no option but to escalate - appreciate you taking the time to offer advice - thank you!

[eileenh148]

I only ever use the app. and categorically did not get any email from Paypal - I could count on one hand the emails i have received from Paypal during the last number of years I have been with them.

I had no idea the 20 day requirement was even a thing until i got the email closing the dispute.

Appreciate you taking the time to respond though - thanks!! 

[PayPal_JonK]

Hello @eileenh148, 

Welcome! Thank you for visiting PayPal's Community Forum. I'm sorry to hear a recent transaction and resulting case didn't end up quite as you had expected. If the dispute has closed without you escalating the case to a claim, normally there is not an option to reopen it. You're welcome to reach out to our Customer Support teams here to see if there are any options that may still be available. 

Best wishes!

 - Jon K

[gracetabitha]

Hi is there any recourse for a claim that was closed in my favor, partially refunded (seller overcharged $10), but now I can’t reopen the claim or escalate the dispute for a full refund ($70) for items not received as described. I’ve been truly scammed. The overcharge was intentional so I would open a dispute, which the seller knew PayPal would settle in my favor and CLOSE THE CASE with that partial refund, so that I can’t reopen it to get a full refund. Any recourse other than reporting to my bank?