Refund rejected by the seller and PayPal

[everyonelovesvi]

Hello,

I am having this very bad experience at the moment! 

I returned a faulty and kinda pricy product to a well-known website, using their free return label.

However, they refused to refund it as they told me they have never gotten the parcel/the item. In their original words, the returned item 'was never scanned into their system', so it sounds more like the the problem caused by their warehouse, because according to the tracking, the parcel has been delivered long time ago, and the courier's GPS confirms that too.

So, I escalated this to PayPal as the seller suggested. After endless providing supportive document requests, I was informed that PayPal would not rule in my favour simply because:

*The company is registered in one city, but the returned address is unconfirmed to them, which is in another city.

I personally found it very ridiculous as I would say 90% of the big companies will not send the goods directly from the address where the they are registered. And this company, they even share the same logistic centre with other big brands. So I asked this company to confirm the return address, which they did, but PayPal would not take the screencap as the proof, and they want the seller to reply to them that 'they have got the parcel!' and 'the address is correct!' I found it just confusing on every level as the seller clearly told me that the returned item never enters their system!

I know using chargeback with my card issuer is another option, but I have not been in that path and that really worries me.

Is there any better action I can take?

Thank you.

[kernowlass]

@everyonelovesvi 

Contact them and appeal citing you sent the item to the address that that company gave you.

Contact options for each countries Paypal customer services are accessed by clicking help/contact bottom left of Paypal pages.

1. Paypal phones (you can use the guest option if you can't log in).
2. Live chat is also randomly available.
3. You can send them a message, (during business hours you may also be able to message whilst logged out).
4. Have you considered contacting Customer Service via Facebook or Twitter?
You can send them a private direct message via Social Media on Facebook, Twitter/X, or Instagram pages.

[everyonelovesvi]

Hello,

Thanks for the response.

I have checked with the seller,  and I have provided PayPal with the screencaps of the emails saying the address of the warehouse is correct.

The issue is PayPal still insists that 'seller needs to respond to them that the returned item is received at that address', which is impossible as I the seller claims that they have never got the parcel/item.