PayPal Community

Yes, I found that was the case too. That I couldn’t contact them in that way. So what I did, was select the chat feature. If you go back and read through these threads, I give steps on how to do that. Because I had to wait a long time to get a chat agent, I went ahead and typed put my problem. The chat agent ended up being available hours later when I was asleep but because I had typed out the issue, they eventually ruled in my favor and refunded my money. I thought there was a new way to file a claim where the item you receive is very different from what you ordered? ... View more

Thanks for sharing your story with us. So glad it finally got resolved in your favor. And thanks for sharing that website name too. I may file a complaint with them as well. I am the one who started this thread because of my difficulty with the company. I was able to get PayPal to finally rule in my favor but I was shocked to see so many reply to this thread with the same problem. Glad to see there are ways to take action. Thanks again Amy ... View more

Hi @molly_chick  Here's my second reply to your post. I had to go back and find where I posted the way I was able to find the chat option on paypal. You are right, it is super hard trying to find it. For the chat - It is on the paypal page, at the top of the page click "help". then look for the words "help center". scroll to the bottom and look for words "contact us" and click that. it might take a minute. It will give you a screen saying "tell us about your issue". Ignore that and scroll down to the bottom and look for the words "message us". You should see a screen pop up from a paypal virtual agent. Tell them again about your problem with the company, and you can reference to this community board post if you want. you are not the only person to be scammed by this company. Hopefully the agent will review things again.  Be sure and tell them the whole story, you might be put on hold with the virtual agent like I did, but when a real person came on line (in the middle of our night here in the USA), they were able to read what I had written and reviewed things again and then refunded my money. Hope this helps. Amy ... View more

Hi @molly_chick  I am going to answer your question in 2 seperate replies. First, I have copied what I said to an agent below. (in my second reply, I will show you how to find where to access the chat on paypal to get to an agent). It can take a long wait time to be connected to an agent, so go ahead and write out your problem all the way like you are talking to them so that when they actually log on to chat with you, and you are already asleep lol, they can read about the problem. Here's the transcript from when I chatted with an agent...   PayPal Virtual Agent 1:47 AM   Hi! I'm your PayPal Assistant. I can help with common questions like "what's the status of my dispute" or "I want a refund".   If I can't help, I'll transfer your message to an agent.  Amy <removed> 1:47 AM   please transfer me to an agent   PayPal Virtual Agent 1:47 AM   All our agents are currently offline.   I can transfer this conversation to them and they will respond when they are back in the office.   Our customer service staffing is limited due to the coronavirus (covid-19) crisis. We've put together some useful information in the Help Center to quickly resolve your issue. I'll stay here while you take a look.   After I transfer the conversation, you can close the window and come back to it when it’s convenient for you. When we respond, we’ll send you a notification with a link to the Message Center where you can reply.   Would you like to transfer this conversation to an agent?  Amy <removed> 1:47 AM   Yes   PayPal Virtual Agent 1:47 AM   Please send us a detailed message below and an agent will respond as soon as possible. If you have a related transaction ID, date, and amount, please include it here.  Amy <removed> 1:52 AM   I started a case with the resolution center. I have been waiting and waiting for an item to arrive that I ordered. It was shipped from China. It finally arrived but the company sent the wrong item. I sent pictures as proof. The company now says that they will issue a refund once I return the item. It costs over $40 to return this item to China and I do not feel that I should have to pay return shipping fees since they sent the wrong item. They can either pay the return shipping costs since it was their error or they can resend the correct item. There is no place for me to respond to them on the resolution center, only a place to send the shipping information. I need to speak with an agent please. I feel this is fraud on the companys part and paypal is suppossed to protect customers. This company sent the wrong item but I have to pay to return? please contact me.    You are now connected to Ana   Ana 2:56 PM   Hello Amy! Sadly we cannot force the seller to pay for the return shipping costs. However, we do have a return shipping reimbursement program that you can sign up for at paypal.com/returns for up to $30 in reimbursement for the shipping costs. To enroll in Return Shipping on Us, please visit: www.PayPal.com/Returns.  Amy <removed> 2:34 PM   They sent me the wrong item. If you check the community board messages, you will see they do this often. sending the wrong items and then only offering a refund if the wrong item gets returned which they know often costs a huge amount of money. where is the buyer protection? They sent me the wrong item. I feel they should have to resend the correct one. This was THEIR mistake.   You are now connected to Hannah   You are now connected to Hannah   You are now connected to Hannah   You are now connected to Hannah   Hannah 3:28 PM   I'm sorry for the frustration this has caused, Amy. I've reviewed the details and closed the case in your favor without having to return the incorrect item. The $20.98 refund has been sent to your card ending in xx. It typically takes 3-5 business days for a card provider to process a refund. I'm glad I could resolve this case for you!   Please let me know if you have any other questions. Feel free to reply whenever you're ready and we'll reply as soon as we can. If there is nothing else, have a great rest of your day! ... View more

Your reply to the agent was excellent. The point is to stop this company from continuing to take advantage of people. And they will keep it doing it if PayPal continues to be a part of it by doing business with them and making people return items and not holding the company accountable. Glad you can try working with the bank to get money back. ... View more

Wow. 36 hours. So sorry you had to go through all that. Glad you were able to get your money back. ... View more

@Annie132    Hi Annie, Go to the first post in this discussion if you want to see what to say to an agent and check for where I say I got a refund and posted the actual conversations with paypal agents. I had been told by paypal that I must return the item back to the seller to get a refund but I refused because it wasnt a case of not liking the color or whatever, they had sent the wrong item. I said I would return it if the seller would pay the shipping. The first agent I spoke with said they couldnt ask the seller to pay return shipping. I persisted and finally got an agent who re-reviewed everything and refunded my money without my returning it. I think her name was Hannah maybe. I copied and pasted the thread, its near the beginning of the post. Keep trying to chat with agents, hopefully things will work out. so sorry this happened to you.  -Amy ... View more

Hi @AnnaW2020--  Like you, the reason I started this thread was to help others who had been affected this company, and to share how I was able to eventually get paypal to refund my money. I see that you wrote you have had to be on hold for a long time with paypal customer reps. Yes, that happened to me too. In fact, they finally came back online in the middle of the night, my time. But because I had already typed out all the issues, they were able to read about it and re-reviewed my case and refunded my money. If you find that you are on hold a long time, still type out everything you want to say to them and keep sending it in the chat. Eventually they will come on to chat with you, and see what you have written, just in case you are not online when they come back on.   Hope things work out for you. It is hard avoiding ordering from these sorts of companies because they often camouflage their company names with english-sounding ones and so you don't even know you are ordering from China. But like you, what disappointed me most was how paypal didnt have my back. At first, they wanted me to return the item, but I refused because the company had sent the wrong item. After chatting with reps lots, paypal refunded my money. Hopefully with enough people pointing paypal to this and other threads on the community boards that show companies that are scamming people, paypal will stop doing business with them. Heres hoping, Amy ... View more

So sorry to hear this. Maybe try again with another paypal chat agent?  Sounds like you were ready to go and had the shipper, you just needed that information from paypal. Talk to the chat agent and see what they say. Ive been looking at all the pics on this thread, the ones with the dogs and the "pool". This company is clearly deceiving people. I may also contact an agent and ask them to check these threads. This company should not be allowed to do business. I wonder if the better business bureau can be contacted about a chinese company. I will need to look into who regulates companies importing to the US -Amy ... View more

Bonjour @Lylytwinny  I am so sorry that happened!  I think the same thing happened to another person who posted on here, ordering a dog pool and getting a pool the size of a toy. I am glad you posted, paypal needs to see how many people this company is harming. Ask a paypal virtual agent (you message them) to refund your money without the cost of returning the item, because the company has done this trick to people before. Tell paypal to read these community boards to see. -Amy   ... View more