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A couple of weeks ago I clicked on an ad that came up on my Facebook feed claiming to be Kay Jewelry having a huge sale. My husband and I are renewing our vows in a couple of weeks and we purchased a band for each of us. I used paypal and when I got my email it showed a china receipt!!! I sent an email right that minute explaining I was upset at this scam and I wanted a refund immediately, I got on paypal and sent a complaint on fraud and I was denied any help. I got an email from the "Kay" company 3 days later stating they were sorry but it was shipped already and no refund would be given!!! Today I checked the tracking and it shows the frauds just mailed it 3 days ago, not 7! I am so upset! What can I do???
I'm sorry to hear you're running into some issues with a recent purchase and dispute. I'd recommend reaching out to the shipping company and asking for some kind of documentation that shows the package was delivered to the address you provided in the transaction details. Once you have that documentation, you might have better luck appealing that dispute with our Resolution Center. Here's a bit more information on that process: How can I appeal PayPal’s decision on my case?
Good luck with your case!
- Jon K
How do I open a dispute with a seller when a purchase goes wrong?
You can open a dispute in the Resolution Centre of your PayPal account within 180 days of payment if:
•You don’t receive the item OR service
•You receive an item but it’s significantly different than the description on eBay or on the seller’s website (or you receive a totally different product).
By opening a dispute, you can communicate directly with your seller to work out a problem transaction.
If you reach an agreement with the seller you can close the dispute. If you're still not happy with the result, you can escalate the dispute into a claim. Paypal will review the claim and decide on reimbursement.
These steps apply to Personal accounts. If you have a Business account, please log in to see the steps that apply to you.
To open a dispute:
1.Log in to your PayPal account.
2. Click on the transaction and use the resolve a problem option at the bottom of that details page.
•Generally buyers must wait at least 7 days from the date of payment to escalate a dispute for an item not received
•Where an item has not been received, please ensure you have given the seller enough time before opening a dispute
Do not close the dispute until you have a refund or your item.
If a seller states that they can't refund until you have closed the dispute don't believe them.
Escalate the dispute to a claim within 20 days (before it times out), if you need Paypal to get involved.
If you lose because the seller provides a fake tracking number then post back here for more advice.
If the item arrives and its not what you ordered / not as described then make sure you change the dispute quickly from non receipt. If the dispute times out before you can change it then contact customer services to open a second dispute for the new reason.
Activate the below link in case you have to return the item at Paypals request (or the correct one for your country as this is the U.S link).
If that does not work then if you funded your paypal payment via a card then contact your card issuer and see if they will issue a chargeback.
I did the same, tried to email them within an hour of ordering email got sent back to me, then I got a shipping email told them I wanted to cancel they wouldn't let me. Contacted paypal they said they agreed to give me a full refund if the item was returned, it costs more to return it! What a bunch of BS! I contacted Paypal and the email that sent my purchase details as soon as I got it and no help whatsoever. I guess I'm out the money.
Chinese Web Sites or on Social Media ads easy to spot (once you know the below signs) so buyer beware.
1. No return address on the returns policy. The site will look as if its in your country (where they despatch goods from) but they will ask for returns to go back to China (returns depot) at a shipping cost often more than the item is worth.
2. No contact telephone number. if you click on contact the most you will get is webmail or an email address.
3. Rarely company address information.
4. Great pictures of items at bargain prices that turn out to be tat.
5. Fake reviews.
6. Google and you can often see previous company names as they change them once enough claims roll in and Paypal stop them using their services and start over.
7. Send fake tracking numbers to win item non receipt of item claims.
In the event of a dispute you choose your seller and not Paypal so you need to bear in mind possible return trackable costs before you go ahead and buy from that seller / country.
Paypal state this >>
IMPORTANT: You may be required to return the item to the seller or other party we specify as part of the settlement of your claim. PayPal Buyer Protection does not entitle you to reimbursement for the return shipping costs that you may incur.
Although they will compensate you for some of the cost if you have activated this at some point before you made that transaction.
You also have the option to do a chargeback via your card issuer instead of a Paypal dispute if you funded your Paypal payment via a credit card.
UPDATE: I received the items purchased but the quality and/or authenticity is questionable. They were in a Kay Jewelers box, inside little crack bags!! I traced the package and every step was covered but there were two address labels on my envelope. Both had the same information in different fonts and the bottom one had a sender's address. It came from New Jersey even though the Global Tracker never lists that and USPS didn't have NJ in the mix either. It left China, went to LAX, then to the Whittier post office and into my mailbox. I am going to Google Map the NJ address. I'm also sending an email to the address on my PayPal receipt as soon as I get home from the pawn shop. It's either going to be "wow, beautiful, thanks!" or "you didn't provide what was advertised, give me my money back!" Who honestly believes that an $8k ring can be had for $39?