I am sorry you are facing this, for what its worth I am having the same issue as yourself. Firstly, you do need to try and resolve this via paypals resolution centre, although saying this, from the way your post reads, I expect you have already done this to no avail. Once you are confident that Pay-pal are not budging on their stubborn decision take the matter up with a financial ombudsman or equivalent to wherever you are in the world. Here in the UK we have the Financial Ombudsman service that takes matters like this up directly with Pay-pal. Unfortunately this process is not quick by any means, I have had issue with pay-pal since March 2020 and I have only just got word back (quite literally today) from pay-pal's "executive escalations department", it goes without saying that pay-pal could still stick with their decision to say you are in the wrong, but if you have the correct correspondence like you suggest then it should be a fairly solid case. It may also help if you get into contact with the shipping provider to gain more information of the package delivery, in my case the item was meant to be delivered to the UK, ended up in Germany for 2 weeks, and miraculously was delivered to... well... who knows. DHL stated to me that the item was returned to sender as the tracking number was a duplicate but pay-pal stubbornly told me that the item was infact delivered to myself, albeit to a person with the wrong name, wrong country, DHL emails saying the item is being returned and to top it off, banggood saying that they will refund me "only if i do not open a dispute". Again all sent to pay-pal just for them to ignore it. As soon as my current complaint to pay-pal has been closed/investigated I will be back here to provide others more information on how to contact pay-pal and who to contact if they do not uphold their "buyer protection". it goes without saying that pay-pal's "buyer protection" is not fit for purpose and I will soon be looking to take this matter up with trading standards in the UK as it does not provide the service it suggests, Pay-pal adopt the attitude of "do as we say and not as we advertise". I wish you the best on the journey you are about to embark on, as I say, its slow but eventually you should be able to recover your costs if you take the action I have advised 🙂 Best of luck!
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