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[maxnmolly]

I have a dispute, customer purchased the wrong size of the problem, and straight created the dispute through Paypal, asking for the refund. We have our return policy, which customer needs to return the product to us without any damage, then we would issue the refund. Now I am asked to reply to Paypal with the deadline, but I still don't receive the return item, where customer last posted with the tracking number. But the tracking information showed only the number, no movement. I wanted to reply Paypal that it only shows 'I have received the item' only. But I actually haven't received the return item. What should I need to do? 

[kernowlass · Accepted solution]

@maxnmolly 

Normally paypal only refund when tracking shows the item as delivered back to you so don't click to say you have received it and you should win the claim.

HOWEVER as claims may be closed in error why not give customer services a call to check that they are aware of the fact tracking does not show delivery?

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.