Unfair Denial of Claim. Lost money, don't know what to do.

[OnlineBuyer22]

I made a digital purchase a while back. I also purhcased insurrance for it. I received it and only had access for about 2 days before losing it. The website told me they would give me a refund since I had insurrance, but I didn't receive my refund.

I've tried contacting them through support. 2 months later and they still haven't replied so I filed a claim on Paypal providing emails and descriptions with more than enough proof of my situation.

After a month or more, it was closed.

I was denied and told that the seller provided proof the item was shipped to me.

Shipped? SHIPPED? IT WAS A DIGITAL PRODUCT.

Absolutely ridiculous. They owe me $140 and Paypal won't let me re-open a claim. They told me to go to the website itself with any followups. This isn't possible because this website ignores every single support message I send in.

I want my money back since I did not get what I purchased.

Its like Paypal support didn't even read anything I posted in my claim because I provided more than enough proof that they owed me the refund.

What can I do from here? Extremely frustrated and definitely closing my PayPal account after this. Amazingly disappointed in this company.

[DPCreations]

You purchased an item from an ecommerce store; I assume they had digital delivery information to show delivery.  This was sufficient to deny your claim of non-delivery.

It seems that more research should have been conducted before the pruchase to make sure the web site is reputable and sold workable software.

It's not PayPal's fault that you made the risk purchase.

If you paid with a credit card you could try a claim with the credit card for a malfunctioning product, but that also has risks as PayPal doesn't like it when members pursue disputes with a credt card after loosing a PayPal dispute.

[OnlineBuyer22]

The site is plenty secure lol... Its not some no-name shady site.. I've been using it for years.

Claim of non-delivery? What? I never stated in my claim that I didn't receive the item at all.

I purchased insurrance for the product and they told me they'd give me a refund after investigating my case.

I never received this refund so that's why I made a claim.

[DPCreations]

What was the purpose of insurance?

How did you file your PayPal dispute, not as described or not received?

I never heard a PayPal claim for insurance refund.

[OnlineBuyer22]

I'll provide some additional information.

The site I purchased from is called PlayerAuctions. Its basically like Ebay, but for digital gaming accounts, currency, etc. For example, you can sell game codes, or gaming accounts on Steam, things like that.

Its a popular well-trusted site and I've used it for years.

I purchased an account from a user on it. Accounts can be iffy, as owners can recover them back in some cases. The option to purchase insurrance is to cover things like this happening, that way if the original account owner is a sleezeball and steals the account back, PA will look into the case. If the account was truly stolen back from you after purchase, they will refund your money.

After about a week of purchase, the owner stole the account back. I worked with PlayerAuctions support for about a week and it resulted in them favouring my side of things. Because I had purchased insurrance to cover a situation like this, they sent me a couple emails stating they would refund me within the next 24 hours.

I never received this refund that they stated I would get. After several weeks, I filed a claim with Paypal. I purchased the necessary insurrance to cover the product and they even said it themselves that they owed me a refund.

I sent Paypal email proof of them stating they owed me a refund and explained that I never got it. Paypal can see for themselves the transacton was never reversed and they still have my initial $144, despite saying they'd give me my refund.

Hope this clears things up.

Also, I'm almost certain I set the item as "not described" rather than not received, but I definitely could be wrong. There is no way to go back and change it or file a new claim for the item.

[Whac-A-Mole]

so,if I understand what you are telling us,you purchased some digital product on a legit site and purchased insurance in case the seller stole the goods back from you.

and the seller did steal the account back from you.

the site agrees to cover y our loss because you have bought insurance from them but they did not keep their promise.

so you file dispute with Paypal.

if it is item not received,they obvious have provided proof you did receive your item,so you lost the dispute.

if item not as described,I am not familiar with your product(buying an account)may be someone can shed some light on it.

in most cases,robot will ask buyer to return the item with tracking ,when trcking shows delivered,it will return payment in full.

-----------------a new case can be open for the same purchase if the first case is item not received.

then you can claim I received the item but now I am opening a case of item not as described.

if it works,robot will ask you to return the item with tracking.  

[OnlineBuyer22]

@Whac-A-Mole

What you said is all correct. I would open a new case but it tells me to go to the resolution center as I already filed a claim.. and the claim there is closed and can't be touched 😕 Not sure if contacting Paypal on phone or anything will do any good.

I would try to contact Player Auctions but they refuse to respond to me it seems.

All I want is the refund they promised me. I would even accept store credit.

[DPCreations]

Not as described would be difficult to prove, so that would we a lost cause with PayPal.

If you had filed for not received it would have been better.  You could make a phone call to PayPal customer service and ask if you could change the dispute.

As for the insurance; it has nothing to do with PayPal.

[FTS]

"I purchased insurrance for the product"

From whom?

[DPCreations]

How was the dispute opened?

Whatever you complaint about insurance, PayPal doesn't have a dispute option for that.

It looks like the dispute was about non delivery as they the only way you would have buyer protection, but the seller had proof of digital delivery so claim was denied.