PayPal dispute isn’t being looked at

[Jaxie172]

I made a purchase on eBay recently for a Gucci handbag. The bag arrived and was very clearly a counterfeit. I had it authenticated and submitted a return request with the seller. They ignored my request so I escalated to opening a case on PayPal. PayPal awarded me a refund as long as I shipped the bag back to the seller. PayPal provided me with an address to send the bag back to in that same email (international seller). I shipped the back next day with UPS. The bag arrived in the country by UPS called me saying they needed more information to deliver such as a phone and email. PayPal has continuously ignored my contact through my dispute claim asking for this information. As such I have not gotten my refund. I don’t know what to do. I’m out the money, have no bag and complied with all PayPal told me to do. What next?

[kernowlass]

@Jaxie172 

Firstly you should not have opened a return request on Ebay, if you click on more or scroll down you get to another option 'not as described'.

Then you click on that and Ebay would have sent you a return label, as soon as the item was sent you would have received a refund.

Unfortunately you went to Paypal whose buyer protection differs from Ebay and involves you returning said goods. I doubt if Paypal can give you that information as when you buy on Ebay you pay Ebay (not the seller) and under Ebays managed payments they send the funds by bank transfer to the seller.

So if you want the information on the seller I believe only Ebay can give it to you. 

[Jaxie172]

Then why on earth did the refund email that PayPal sent me specifically say I needed to mail the bag back to this address in order to get my funds? If they couldn’t provide that then why didn’t they say I needed to contact the seller for a return address? So basically for following what the PayPal dispute TOLD ME TO DO I am just supposed to lose my money? How is that at all buyer protection? And also how is your response helpful. Should have would have could have doesn’t help me now.

[kernowlass]

@Jaxie172 

No problem, won't offer further advice then (to clarify your further queries) and will add you to my list not to ever give up my time to try and help you again.