Case closed stating "customer would like to cancel the dispute. Item received"

[dinnu3]

Hello all

I purchased a mobile phone but the seller stopped responding to my communication after receiving the payment. Today I filed a case with PayPal and I was given the option to escalate it to a claim after 7 days, meanwhile to wait for seller's response. However, roughly after 5hrs the case was closed stating "customer would like to cancel the dispute. Item received". 

Of course I did not close the case myself and I am trying to understand if this is mistake or something else. The seller knows the last 4 digits of my CC number used in PayPal transaction and of course my shipping address. Can these be used to fake identity and close the case over a call with PayPal?

If I have to report another case on the transaction I cannot do it with the same reason/category that suits my case. 

What can I do here?

Thanks!

[kernowlass]

@dinnu3 

Did the seller provide a tracking number?

[dinnu3]

@kernowlass 

no tracking info was provided, infact the communication with the seller stopped when asked for such info (when the seller would be shipping).

[kernowlass]

@dinnu3 

Then reach out to paypal and see if you can appeal the closure and get them to re-open the dispute.

Contact options for each countries Paypal customer services are accessed by clicking help/contact bottom left of Paypal pages.

1. Paypal phones (you can use the guest option if you can't log in).
2. Live chat is also randomly available.
3. You can send them a message, (during business hours you may also be able to message whilst logged out).
4. Have you considered contacting Customer Service via Facebook or Twitter?
You can send them a personal message from their Facebook or Twitter pages.
It's: https://www.facebook.com/PayPal and @AskPayPal for Twitter.

[dinnu3]

@kernowlass 

Thank you. I already contacted PayPal by phone and my case was opened again and kept under review for anything suspicious from here on. I was also sent a password reset link and in addition I also set up now 2-step authentication.

The customer service agent was very understanding and also agreed with my concerns regarding the comment mentioned for case closure as it was a bit strange (not like I would have closed the case through my account), although the agent couldn't find a note that PayPal was requested to close the case as customer service was not available on Sunday. Moreover, the product was purchased on Saturday evening while the comment of case closure said item received on Sunday, which is impossible considering the logistics here. Anyway, I am happy that the case is under review and looking forward to resolution.

[MAKIN-MOOLA]

The best thing you can do is...... Ok, so let's just leave it like you did get the phone. Pay Pal Also promises that your product will be as described, or your money back. (Exact words) Purchased a product, or service, if your product description doesn't match the product purchased you are safe under PayPal's purchase protection. So now go to your activity and open another case as product does not meet description. In which case Seller is liable for return shipping (If they ask for return of the product ) in which case you send them an empty box . The same thing they sent you .... NOTHING Guarantee you will get refunded.

[kernowlass]

@dinnu3 

Good, glad they sorted it for you.