I recently used the resolution center to open a case for items I had not yet received. The seller responded within 24 hours, provided a tracking number proving my order was on its way, and then asked me to close the case first (before receiving the order), which gave me a bad feeling. I did not close it. Five days later I received the items, however... although similar to what I had ordered, they are clearly different than the product featured in their video advertisement. One item was even missing parts.
I contacted the seller, explained the situation, requested a return label, and a full refund. The seller replied again in a timely manner, apologized for the bad buying experience, offered me a 30% partial refund and said I could keep the items. I responded and told them a 30% partial refund is unacceptable considering I was mislead by their advertisement, and one of the items was even missing parts. Again I requested a full refund and return label. After 24 hours with no reply I messaged them again, requested they contact me regarding my refund and if I didn't hear from them by the following day I would consider that their refusal of my full refund and I would be forced to escalate the case further, which is what I did.
Paypal has yet to receive a response from the seller, and stated they will contact me by January 1st.
Even though I've never had to escalate a dispute, I'm more than confident Paypal will side with me. However everytime I check the resolution center the page caption of "ITEM NOT RECEIVED...CLAIM"... bothers me. Is Paypal overly technical and may close the case in favor of the seller, since initially I utilized the Resolution Center for not receiving the order (which has since been received.) Should I have opened a new case, or does Paypal look at the whole picture, and I'm worrying for nothing?
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