So, I finally have the problem resolved and the answer to the initial question is probably a 'No' or maybe 'Yes, but they may as well have not read it'. Lesson is if you want it resolved you have to pick up the phone and speak to someone in the help center to get anything done. Here's the last mail I sent which goes over the issue responding to the message below that which was received in response to the message I previously sent below that: Hi [BLANKED FOR PRIVACY], Luckily I took the time to call the PayPal help center at the weekend and the dispute has finally been correctly resolved. Seemingly there was an error in your systems that allowed the Buyer to raise a dispute for an item 'not as described' before even receiving said item and their complaint was based solely on a shipping duration that PayPal policies do not even cover (unless the date is critical, like a delivery for a wedding for example). Also, I believe your policies require the Buyer to actually ship the item back to the Seller with a tracking number so that your systems can track that the item is returned before issuing a refund - not issuing a full refund before the Buyer even receives the item which is what initially happened here. I hope that this issue gets flagged internally as whomever was in charge of the 'arbitration' for this case clearly needs some additional training. The claim was not dealt with objectively with the intention of making a fair decision based on verifiable information which is available at the time, I do not believe the information provided was even fully reviewed against PayPal's own policies, as if it was I wouldn't have had to go through this process. The dispute representative I spoke to on the phone was shocked this was allowed to continue as long as it did and said it should have been thrown out by the representative who reviewed the initial dispute submission from the Buyer. I am happy the issue has now been resolved but I wasted a lot of time unnecessarily. Regards, [BLANKED FOR PRIVACY] Dear [BLANKED FOR PRIVACY], Thank you for contacting PayPal. I realise that you're not satisfied with the outcome of this dispute. Our claims process is an arbitration service we offer to help resolve disagreements between buyers and sellers, but as you can imagine, it's extremely difficult for us to reach a decision that satisfies all parties. We deal with all cases objectively and with the intention of making a fair decision based on verifiable information which is available at the time. Ultimately this isn't an adequate substitute for a constructive dialogue between you and the other party involved. I would suggest this remains your best option for a satisfactory outcome. Please let me know if you need further assistance. Sincerely, [BLANKED FOR PRIVACY] PayPal Copyright © 1999-2018 PayPal. 661 University Ave. Toronto, ON M5G 1M1. All rights reserved. From: [BLANKED FOR PRIVACY] Sent: Saturday, July 21, 2018 8:19:47 AM (-07:00) Subject: Steps to resolve an account limitation Case# PP-007-070-360-939 I have sent proof of the Buyer admitting he was wrong to start the dispute and would close it 3 times using your file upload system and twice as 'proof of damage to item' in dispute resolution centre. Please review and reverse the refund that was incorrectly issued as soon as possible so that I can use my account. user_account_type : PERSONAL user_device_type : DESKTOP user_customer_experience : PERSONAL browser_type : DESKTOP web_form_type : DISPLIM001
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