Sller sent me a faulty phone and didn't return the package for a refund

[Maciej_K]

I have been a paypal customer for a long time. But a problem has arisen. The seller sent me a faulty phone. I sent the package to the address indicated by paypal. The seller did not receive the shipment, and paypal closed my case and did not refund my money. What now?

[kernowlass]

@Maciej_K 

Which dispute did you open?

Did you escalate to a claim within 20 days.

Did paypal find in your favour?

Did they tell you to return it and give you an address?

Did you send trackable?

Did you give paypal the tracking number?

Does tracking show the item as delivered?

[Maciej_K]

Which dispute did you open?

Yes, I opened the dispute and it was closed.

Did you escalate to a claim within 20 days.

I don't understand this

Did paypal find in your favour?

Unfortunately, not

Did they tell you to return it and give you an address?

Yes, paypal gave an address and I sent the package to this address, however, the seller did not receive the package and the package came back to me.

Did you send trackable?

Yes

Did you give paypal the tracking number?

Yes

Does tracking show the item as delivered?

The seller don't pick up the parcel, the package came back to me.

I have done everything paypal has asked for, this issue has been going on since 20 October. Paypal gave me an address, I sent a DHL package and the package came back to me with a note: "The case was closed in the seller’s favor as the tracking info you provided was invalid." DHL, on the other hand, returned the package to me with a message: "Zustellung nicht möglich, Der Empfänger konnte nicht gefunden werden, da die Beschriftung der Klingel fehlte oder der Empfänger verzogen ist."

What now? I'm in a quandary and I've lost €287

[kernowlass]

@Maciej_K 

I asked ''which'' dispute you opened not if you opened one.

Also if you didn't escalate the dispute to a claim then it would have auto-closed 20 days after opening.

Also if paypal did not find in your favour why would they give you the address to return the item? They only do that if you win the case.

[Maciej_K]

You don't understand me. I sent the package to the address provided by paypal. The parcel came back to me because the dishonest seller don't pick up  it. Paypal closed the case because I supposedly did not provide a tracking address, and I did provide this number. Only later. I asked for a longer period of time for shipping because I was not in Berlin. And I didn't manage to send the parcel within the deadline set by paypal.

[kernowlass]

@Maciej_K 

I do understand, paypal has nothing to do with the dispute stage of the claim, thats between you and the merchant, paypal ONLY get involved when you escalate to a claim, if you didn't do so then you would not be covered under buyer protection and the claim would close.

Paypal may help you out with the address during the dispute stage if you asked but that does not mean they found in your favour which they didn't did they.  

[Maciej_K]

No, you don't understand. I opened a dispute in the Resolution Center, sent the parcel to the address provided by PayPal and the seller did not receive it. I did everything paypal wanted me to do: provided a tracking number and a link to track the parcel. The parcel came back to me because it was not received. Paypal closed the case in favour of the seller and wrote: "The case was closed in the seller’s favor as the proof of return you provided was invalid."
Today via ebay I wrote to the seller as to why he had not received the parcel, he wrote back that he knew nothing about it. I lost about €290 because the seller did not take delivery.

[PayPal_JonK]

Hi everyone! Thank you for visiting PayPal's Community Forum. Thank you @kernowlass for your help so far on this thread. We appreciate your time and experience. 

@Maciej_K, welcome! I'm sorry to hear a recent transaction hasn't gone quite as you had expected. I can understand how concerning this must be. Thank you for all the details you've provided so far. At this point, I'd recommend reaching out to our Customer Support teams to see what options may potentially be available. They'll be able to review your case and provide steps for an appeal if it's possible.

Best wishes on this case and future transactions, 

 - Jon K