PayPal Community

@oscarfairtex    It really is my vast regret informing you that I don't have a capability to do that but rest assured that your email/s will be answered as soon as the available Customer Service Representative receives and reads your message.     ***If you saw a post that is helpful, kindly give the author Kudos and/or accept it as a solution. Thank you and keep safe! ... View more

@oscarfairtex    You are welcome and I am so sorry if it took quite sometimes before you got a response from a PayPal employee as it is very seldom that we visit this community to provide voluntary answers. This community forum is designed for customers to share their experience and help each other.   My apologies if you are having a hard time getting ahold of a customer service representative due to covid-19. The call/message center availability depends on your country.   Re your concern, I am glad to know that you will still be able to appeal the decision and still have a chance to reopen the case and close in your favor. However, your issue is account-specific and no one from this public community forum will be able to view your account / case for security purposes.   I highly recommend to keep on trying utilizing "Contact" button at near bottom of the PayPal pages or wait until our phone line becomes available.     ***If you saw a post that is helpful, kindly give the author Kudos and/or accept it as a solution. Thank you and keep safe! ... View more

Good day @oscarfairtex    Thanks for posting!   I’m sorry to learn about that your case was closed in your seller's favor after returning the item and submitting the return tracking information.  I want to make sure we go over all the available options for you.   1. Please check if the return tracking number is correct. 2. Please check if the return tracking information was submitted within the time frame - please check your email regarding this.   If the answer for the above questions is "Yes" then please contact Customer Service to reopen your case and appeal the decision. To get there, please click "Help & Contact" /or/ "Contact" (country dependent) near bottom of the PayPal pages to see options available for your to get ahold of a representative.   If above options still didn't work for you, please note that if the transaction was funded by either your bank account or card (debit/credit) - you  may still want to consider contacting your financial institution to discuss the matter and check for any possible resolution. They should also be able to help you out.     ***If you saw a post that is helpful, kindly give the author Kudos and/or accept it as a solution. Thank you and keep safe! ... View more

Good day @SylviaLao8    Welcome to the community and thanks for posting.   I completely understand how a situation like this can be incredibly frustrating when you have waited so long to get what you order.   Cancellation of an order is not a feature or protection that PayPal offers but we offer coverage for a buyer when an item isn’t received or if received but significantly not as described. That being said, I encourage you to open a Dispute through PayPal against your seller. Since, you have communicated with your seller already and tried to resolve the issue between you two but seems to be such an ongoing process. It is recommended to escalate the case to a Claim.   For your reference, please click the link/s below.   What if I didn't receive my item or it's not as advertised?    How do I escalate a dispute to a claim?    Note: Please don't worry about the refund policy that your seller is telling you. PayPal will still validate the case and will decide fairly.     ***If you saw a post that is helpful, kindly give the author Kudos and/or accept it as a solution. Thank you and keep safe! ... View more

Good day @branwenangharad    Welcome to the community and thanks for posting!   If the case was opened and closed through your bank, then your seller will be able to access the money after 75 days from the date the case was opened. The 75 days is a federally regulated length of time wherein a credit card company has the ability to re-dispute the same transaction.  For that reason, a credit is only provided to the seller if and when this time frame elapses, ensuring that the seller has won the case at that time.   For your reference in seller's perspective, please click the link/s below.   What is a chargeback, and why did I get one?    Otherwise, if this case was opened through PayPal, I encourage your to contact Customer Service. To get there, kindly click "Help & Contact" near bottom of the PayPal pages to see options available for your to get ahold of a representative.     ***If you saw a post that is helpful, kindly give the author Kudos and/or accept it as a solution. Thank you and keep safe! ... View more

Good day @Pants1978    Thanks for posting!   1. Please ensure that your case has already been escalated to a claim. Click How do I escalate a dispute to a claim?    2. Kindly reach out to Customer Service to translate the address to English. Click "Help & Contact" near bottom of the PayPal pages to see options available for your to get ahold of a representative.     ***If you saw a post that is helpful, kindly give the author Kudos and/or accept it as a solution. Thank you and keep safe! ... View more

Good day @MichaelJung    Welcome to the community and thanks for posting!   I encourage you to open a Dispute against your seller through PayPal and have your case escalated to a Claim. For your reference, please click the link/s below.   What are PayPal disputes and claims?      ***If you saw a post that is helpful, kindly give the author Kudos and/or accept it as a solution. Thank you and keep safe! ... View more

Good day @axil23    Welcome to the community and thanks for posting!   It is possible that your case is under incorrect reason as to why your case was closed in your seller's favor for an incomplete item received. I am assuming that your case is under "Item not received" that is supposed to be under "Significantly Not As Described".   Please check double check the reason of your case and contact Customer Service to correct it. To get there, kindly click "Help & Contact" near bottom of the PayPal pages to see options available for your to get ahold of a representative.   Other reason might be your case has timed out for not having escalated to a Claim. For your reference, please click the link/s below.   What is the difference between a dispute and a claim?    What if I didn't receive my item or it's not as advertised?      ***If you saw a post that is helpful, kindly give the author Kudos and/or accept it as a solution. Thank you and keep safe! ... View more

Good day @JAYNEMVY    I am sorry to hear that the resolution of your case has been such an ongoing process for you.   It is not correct to be asked to return something that we didn't receive. I apologize. As I don't have a visibility on your case, I have to assume that it is under incorrect reason code: Significantly Not As Described. Please check your case and ensure this is under "Item Not Received".   In the event that you can no longer change the reason of your case, kindly contact Customer Service to correct it. To get there, please click "Contact" near bottom of the PayPal pages and see your options available to get a representative.     ***If you saw a post that is helpful, kindly give the author Kudos and/or accept it as a solution. Thank you and keep safe! ... View more

Hi @johnny2by4    I completely understand how a situation like this can be incredibly frustrating but If you are able to submit any compelling evidence that will prove that the shoes you received were worn, then your case can be reopened for secondary review.     ***If you saw a post that is helpful, kindly give the author Kudos and/or accept it as a solution. Thank you and keep safe! ... View more