Seller claims PayPal funds not released

[MrsJ2021]

Hello I ordered a product through onbuy.com on 29th nov - said it was dispatched and should arrive between 6-10 dec but it didn’t. I paid online with my debit card but the chosen payment method for onbuy is PayPal. The parcel did not arrive and I messaged the seller who says PayPal failed to release the funds so he did not ship. Now he is telling me to raise a dispute with PayPal but I cannot find my PayPal transaction code anywhere and the transaction is not yet linked to my PayPal account. I’m stuck, can anyone help? I feel like I’m being conned and I’ve lost my husbands Xmas present and £60 😭

[kernowlass · Accepted solution]

@MrsJ2021 

You don't have Paypal buyer protection cover as a guest buyer but you can contact customer services and they may be able to assist you by reaching out to the seller for you. OR you could try opening a Paypal account with the card used to fund the guest transaction and then adding the reference number as per email to add the transaction to your Paypal account.
So If you need help for a guest buyer transaction then you can;

1. Phone Paypal customer services and see if they will help you.
OR
2. Contact your card issuer for a chargeback.

[MrsJ2021]

Oh my goodness you absolute hero! Thank you so incredibly much. I rang them today and it took me ages to actually get to speak to an actual person, everything was automated until I said “speak to a human” and ta-dah the call handler found my payment using my long card number (16 digits) and the date and correct amount and I will be getting a refund within 5 business days - I really appreciate your help, thank you so much it means a lot