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 ???

[Jiffer88]

Can you two me how to upload required documents? I can't even view my case in the resolution center. It's open.. I will not be using PayPal again. ugh

[PayPal_Bindu]

Hello @gracetabitha and @Jiffer88 

Thank you for writing in the PayPal Help Community!

@gracetabitha I see you're looking to reopen the closed case to report the over charge. You can choose to a dispute with PayPal or with your card issuer, but can’t do both at the same time or seek a double recovery. If you choose to dispute a transaction with PayPal and we decide against you, you can dispute with your card issuer later. More information about PayPal purchase protection policy is available in this page. I recommend you to contact the team to request an appeal for the overcharge towards the transaction to get the full refund. 

@Jiffer88 Sorry to know that you're not able to view the case in the resolution center of your PayPal account. I understand that would be upsetting! Please do some troubleshooting like clearing your cookies, history, cache, etc. from your browser or try using a different browser/device to see if this works. Here's the article with the steps to upload the documents for a dispute : How do I upload a document for a claim? If the issue persists, please  get in touch with the support team to look into this further.

Contact options to reach the support team can be found in this article : How do I contact PayPal customer service?

I hope this information helps you,

Bindu