unauthorised reimbursement by PAYPAL

[Teknashop]

Hi, PAYPAL has refunded an order (over £224) after almost 6 months without any authorisation from us and the marketplace we work on (On Buy). In addition, no complaint was ever opened by the customer.
It is not possible to open a complaint for this transaction as the system prohibits this.
We have been trying unsuccessfully to contact support (absolutely lacking) for about a month now and no one is responding to our messages.
We no longer know what to do.

[sharpiemarker]

@Teknashop 

Try calling during business hours and multiple times, if need be. The forums cannot deal with account specific issues.

https://www.paypal.com/uk/smarthelp/contact-us      

Click “Call Us” option on the bottom.   

Or reach out to PayPal at Facebook or Twitter.    

https://www.facebook.com/PayPal     
https://www.facebook.com/PayPalUK

Twitter: @AskPayPal    

[Teknashop]

Hello, unfortunately we have no possibility to 'talk' to operator.
We have tried Facebook and it "always" sends us back to Paypal Italia and via Twitter it is not possible to ask these questions and sends us back to the Paypal site in the support section.
Conclusion we can't solve anything

[kernowlass]

@Teknashop 

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

1. Paypal phones when available (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.
Or
4. Have you considered contacting Customer Service via Facebook or Twitter?
You can send them a personal message from their Facebook or Twitter pages.
It's: https://www.facebook.com/PayPal and @AskPayPal for Twitter.

[Teknashop]

Hello, Paypal replied to us in a way that gives us great concern about the security of our accounts and linked 'cards'. I enclose the reply:

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We cannot issue this on your behalf unless a case had been opened and closed. This refund was issued Apr 14, 2022 4:47:55 PM from your account with the memo Refund for order # TJ2KXK. We did not complete this on your behalf. We have reviewed the account activity and did not find anything unusual., As it was issued correctly, we cannot cancel or reverse this payment.

Thank you for taking the time to chat with us and for being a valued PayPal customer. You may close the conversation by selecting End Message.

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The real problem is that we have NEVER authorised any reimbursement of this transaction, and so we wonder about the security of our accounts and funds in the hands of people who liquidate such an "operation" in this way.