Payee won't refund until I cancel my PayPal dispute, but I can't because it's been closed

[JennyMuggers]

As above, but long story - I was alerted to a large payment coming out of my PayPal account, didn't recognise the name or amount so immediately filed a dispute with PayPal for an unauthorised payment. I found out the next day that it was a renewal of a subscription through a third party site that I hadn't been expecting (it wasn't due for another week, and I hadn't paid through the third party last time), and PayPal decided that it wasn't unauthorised and closed the case. 

The company are now saying that they can't refund me the money I'm entitled to under their 30 day money back guarantee until I cancel the dispute with PayPal - but the dispute has been closed and there's nothing I can do about it!

I expect this other company are trying to run down the 30 days so they don't have to refund me so if someone can help me soon that would be amazing. Thanks in advance!

[kernowlass]

@JennyMuggers 

Sadly its x1 dispute per transaction, shame you didn't cancel the subscription or file non receipt of item if they did not provide the service.

You have a couple of options, if you funded your paypal payment via a credit card then you could try them?

Failing that small claims court?

[PayPal_paula]

Hi @JennyMuggers,

Welcome to the PayPal community.

I am sorry to hear that this has happened. I would imagine your dispute was denied as when your account was reviewed there was no unauthorized activity found. Also, the funds would have been requested via an active subscription. I would start by reaching out to the merchant to show them a copy of the email you received showing that the case is closed or a screenshot of your account showing the case is closed (be sure to remove any personal information).If the merchant is not willing to refund then I would recommend to contact us directly as we may be able to open a different type of dispute. In some situations where a case has been opened for an unauthorized transaction incorrectly, we may be able to open a new one for you for an item not received. 

There are a number of ways to contact us. You can contact us via the "help and contact" link on your PayPal account which will give you the option to call us or contact us via our chat bot. You can also contact us via our social media channels on Twitter and Facebook. 

Please do come back and let us know how you get on as it may help other members, 

Paula