Refund declined

[Shione]

I am so frustrated and confused, so am hoping someone can assist me.

Ordered through Etzy, paid through PayPal. 

Got an email from Etzy, order had been cancelled by the seller. Reason being the goods were returned to seller by my countries customs dept.

Contacted seller, who told me to contact PayPal,  who told me to contact seller, who didn't reply.

PayPal asked for some other receipts,  that I had already sent them.

Then PayPal informed me my request was declined! I am spitting tacks!!

Why would I not be able to get a refund? I paid for something I never received for heavens sake.

[kernowlass]

@Shione 

May be you should have checked that the items would not be stopped by your countries customs before importing them?

The seller would not know what the rules were in your country for importing goods so only you could confirm it was ok to import. 

[PayPal_Meghan · Accepted solution]

Hello @Shione and @kernowlass, 

Thanks for posting in the PayPal Community! 

I understand how frustrating it would be to have a dispute denied when you haven't received the item, @Shione. Depending on the reason that the item didn't make it through customs, that could lead to the dispute being denied. For example, if customs required a fee to be paid by the recipient, that would be your responsibility to pay, and a refund wouldn't be issued if it wasn't. To find out exactly why the dispute was declined, I recommend reaching out to Customer Support through one of these options. You may also be able to request an appeal when speaking to them.

I hope this helps!

- Meghan

[Shione]

Thank you both for your replies!

@PayPal_Meghan  I used the link you provided and was connected to a very helpful lady. Sorry I have forgotten her name. So it seems I filed a wrong description and  PayPal needed another document I didn't have , so they had to decline it.

My case has been reopened as undelivered,  and I am now in the waiting stage again.

[PayPal_Bindu]

Hello @Shione 

You're always welcome! Happy to know that your case was reopened and you can always check the status and the updates in the resolution center of your PayPal account. 

Hope you have a wonderful new year!

Bindu