I placed an online order with Sephora UK for £850, but it arrived damaged after being left in the building for several days. This is the second time this has happened in three years. Sephora refused to take responsibility and directed me to resolve the issue through PayPal. I opened a dispute, and PayPal instructed me to file a police report and return the order to Sephora for a full refund. I returned the package via UPS with signature confirmation to a warehouse in an industrial estate. The tracking showed it was delivered, and PayPal initially ruled in my favor but allowed Sephora 10 days to appeal.
Sephora denied receiving the package, pointing out that the proof of delivery listed the industrial estate's name rather than their warehouse. This led to a UPS investigation. Despite the investigation confirming delivery with GPS data and identifying the person who signed for it as an employee of the warehouse, PayPal denied my appeal. I provided updated proof of delivery with the correct postcode and appealed again, but PayPal rejected it, citing "documents presented" without clear explanation.
I called PayPal and was told an escalation was created, but after five days, nothing happened. Yesterday, I received a message that my case was denied because I’ve had too many disputes, even though I've only had three this year, all of which were legitimate and resolved in my favor. This feels incredibly unfair and unreasonable. I’m not sure why I was asked to go through this process if PayPal had already decided against me. Any advice on how to handle this situation would be greatly appreciated.
