I made a PayPal payment to Walmart.com on January, 21, 2015 for an order that comprises of two items. One was a video game which was promptly shipped to me and the second item is a video game preorder for Kingdom Hearts 3 (PS4) which is releasing on January 29, 2019.
The last email update I received from Walmart about my preorder was on December 20, 2016. Between then and now, the preorder seems to have vanished from their system without notice or a refund. I never asked Walmart to have the order cancelled or refunded.
The only records I have of this transaction are a PayPal email confirming the payment, a PayPal Activity Report confirming activity for this transaction, an email from help(at)walmart(dot)com confirming the order was placed, and two other emails updating me on the release date change of Kingdom Hearts 3.
When I checked with Walmart representatives last week over email about the status of the preorder, they told me they could not find the order number listed on my Walmart.com account or anywhere on their system, and to check with PayPal about getting a refund. I decided to speak with a Walmart representative over the phone about this. Right away I explained the order has disappeared and that she wouldn't be able to find it. She spent 20 minutes trying to find it and telling me she couldn't until she decided to escalate the problem to a department who'd investigate it further. Before hanging up I told her I had a lot of PDF documents confirming the order and payments and asked if there was any way I could email them those documents. She told me that wasn't necessary, which I doubt, and that I'd be contacted again in 48 hours. It's been four days and I haven't heard from them. I tried to report this in the PayPal Resolution Center but it wanted me to pick the transaction from my Activity page. Obviously that's not possible because the transaction is no longer listed in my account. I'm going to try calling PayPal in the next two days, but what advice can you guys give me?
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