Escalate a Dispute

[Omartt]

***This should be under Security and Fraud - Buyer Protection. I hope any moderate can move it to its appropriate subforum and label*** I bought a second hand item through a platform. The item was listed as “New” and described as used twice. I processed the purchase, paid the price plus platform’s fees/commission described as “purchase protection” as well as shipping fees. When I received the item, it clearly doesn’t look like used twice at all. I had two days to dispute which I did straightaway. The seller escalated the dispute so the platform customer service had the final decision. The verdict was in seller’s favor because they couldn’t verify and compare the item based on the photos I have provided them and the photos listed in the Ad. I insisted that the item is heavily used and requested an immediate refund but all my tries to no avail. My last resort was disputing through PayPal. Luckily I used it to pay for merchandise. It’s been almost a week without any update from the platform, should I escalate the dispute now or wait another few days? I use PayPal since 2006, never had an issue whatsoever. My history here and everywhere is pristine. Thank you in advance.

[kernowlass · Accepted solution]

@Omartt 

Escalate when you want but make sure  you do it before it auto-closes at 20 days.

[Omartt]

Thank you. I’ll do it now.

[Omartt]

@kernowlass I escalated a few days ago, no words from the platform’s customer service. They have until April 20th to answer. If PayPal decides in my favor, would they ask me to send the package back? I’m asking because I want to return it back to its owner or the platform to avoid any legal issues in the future and have my back covered.

[kernowlass]

@Omartt 

If you win a claim then paypal normally tell you to return the item back to the seller, trackable to prove delivery before a refund is credited.

But wait until you hear from paypal with the address for the return.

[Omartt]

What if I don’t have the seller’s shipping address? And if they reject receiving it?

[kernowlass]

@Omartt 

As I have already said, paypal gives you the return address and you send trackable to prove delivery back to the seller. 

[Omartt]

I understand. Thank you!