I made a purchase from a German company back in June, they shipped my order but it arrived very badly damaged - the box was open and badly ripped, but worse the actual top was open, I took photos and such. Upon checking the content, the courier didn't hang around so I had no option to 'reject' delivery, it only contained 2 of the items I had ordered not all 4, I emailed the company and pointed out the problem that had occurred and patiently waited. I got an auto-reply saying due to COVID-19 they were taking longer than normal etc etc... do not 're-email' them on the same subject as that would slow down response etc etc... So I waited a few days, I did email them again when no reponse was forthcoming, after 10 days I'd had enough and opened a dispute/claim with PayPal as an Item Not Received (because that's what had happened) attached photo's and email correspondance, yes all one way of course nothing had been responded to, to the case and filed it. At the appropriate juncture it was escalated to paypal as the seller still hadn't responded. The seller added a comment that they would escalate to their customer complaints team who would be in contact with me - they never did contact me - and they added tracking information to the case. Today (over 6weeks later) paypal have 'denied' my claim because the seller had tracking showing my item had been recieved, I never disputed a box had been received or that I hadn't received some items, I wasn't asking for a full refund only the 50% that I hadn't received plus shipping. Now I'm stuck, I haven't got my items, I haven't got the refund and of course I'm expecting the seller will not correspond further - not that they have atall anyway.... What do I do, I seem to be at a dead end here as I can't open a SNAD case via resolution center but it appears for this situation a SNAD case is what I actually needed - it would have been great if the agents I'd spoken with during the case review had mentioned a SNAD case may have been more appropriate... but they never did.... Am I stuck, is there anything that can be done? other than using chargeback of course from my card/bank.
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