Hi @Beanynut,
We welcome you to the PayPal Community!
I'm sorry to hear that the PayPal dispute process has disappointed you! The claims process is an arbitration service that PayPal offers to help resolve disagreements between buyers and sellers. As you can imagine, it is extremely difficult for them to reach a decision that 100% satisfies all parties. They review all cases objectively and with the intention of making a fair decision based on the verifiable information that is available at the time. The result of a dispute can also depend on the dispute type filed. In this situation, the dispute type would typically be "Significantly Not as Described" because the item did not function as it should. If this is a situation where the seller did not hold up their end of the resolution by not sending a new product, then you could file for an appeal on the closed case. When appealing the case, you will need to provide proof that the merchant had agreed to send new product but failed to. Here's how you check for an appeal:
1. Log in to your PayPal account.
2. Near the bottom of the page, under 'More about your account,' click Resolve a problem in our Resolution Centre.
3. Select Closed cases in the drop down menu and find the claim you wish to view.
4. Click Appeal in the action column.
5. Provide information for your appeal and follow the on-screen instructions.
If you do not see the appeal option, it would be wise to get in direct contact with PayPal support so that the case can be reviewed. This can be done by visiting the PayPal website and clicking on the "Contact" page at the bottom of the site.
I hope you find resolution soon!
Thank you,
-Schae
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