Hello MatthewMarine,
I'm very sorry there was a problem with a purchase that's caused you to submit a complaint. Here's some information I hope will be helpful.
When you report a problem with a transaction, you are able to select Item Not Received, Item Not As Described or Unauthorized Transaction. If you pick Item Not Received or Item Not As Described, this starts the dispute process by allowing you to try to communicate with the seller through the Resolution Center. We can't force the seller to respond, but it's possible the seller will respond and offer a refund.
If the seller doesn't respond, you can escalate the Dispute to a Claim and that's when PayPal steps in and makes a decision on how to handle the complaint. Here's a link with more information on the dispute/claim process - https://goo.gl/5Xdjsn.
For a Not Received complaint, PayPal will ask the seller to provide a tracking number to confirm the item was shipped and delivered to your PayPal address. If the seller can't do that, PayPal will make sure you get a refund.
Once you've submitted the dispute and escalated it, you'll want to keep an eye on your email account and on the Resolution Center when you're logged on to your PayPal account. You'll receive updates as the process goes along.
I hope this information is helpful. I also hope the situation with the hoodie has been resolved already. If not, log on to your account and submit the dispute. You have 180 days from the date of the original transaction to submit a complaint, so there should be plenty of time to do that still.
Thanks for taking the time to post your questions here in the Community Forum. Thanks for your patience as well!
Sincerely,
Michael
PayPal_Michael
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