Faulty Goods

[Grahamb99]

I purchased an item paid for via PayPal which has subsequently delopped a fault. Can I request a refund?

[PayPal_Intars]

Hi Grahamb99,

Thanks for posting.

I understand disputes and claims are never ideal and can be confusing. To ensure you receive your refund make sure to escalate your dispute to a claim to receive a refund offer from your seller through your Resolution Centre. This way will be able to help you get your money. 

To escalate a dispute to a claim:

1. Go to Resolution Centre.
2. Click View next to the dispute you want to escalate.
3. Click Escalate to PayPal at the bottom of the page.
4. Add any relevant information for escalating the dispute.
5. Click Submit.

I hope this helps,

Intars

[Grahamb99]

Thanks for that.

The seller offered a refund if I returned the goods.

I accepted this offer.

I returned the goods and he has sent a refund.

The refund was sent on 21/9/19 but is showing as "pending" and is not on my PayPal balance.

I assume I will have to wait a few days for this refund to clear the seller's bank?

Thanks

Regards

Graham

[PayPal_Olivia]

Hi @Grahamb99,

I'm glad to hear that the seller offered you a refund. If the refund is pending, it may be that it was funded by eCheck and has not yet cleared. If it was sent as a separate payment rather than as a refund, it may either be an eCheck payment, or it might be pending delayed funds availability, which would happen if it was sent as a Goods and Services payment. 

I hope this helps!

Olivia

[Grahamb99]

Thanks for that.

How long should it take for the payment to clear?

It was dated 21/9/19 but is still showing as pending?

Thanks

Regards

Graham

[PayPal_Olivia]

Hi @Grahamb99,

That would depend on the reason for the pending status. Please click on the details of the transaction to open it up. If it is pending because it is an eCheck, the estimate of when it should clear will be listed there. If it is held pending funds availability, it will be held for up to 21 days. The 21 day time frame is typically able to be shortened with the addition of tracking when an item has been shipped. For a payment sent without the expectation of goods, that would not be possible.

Olivia

[Grahamb99]

Thanks for that.

When I click on the transaction I cannot see any further information?

I returned the goods,have proof of postage and the seller has acknowledged receipt.

Why have I not got cleared funds on my PayPal account?

Thanks

Graham

[PayPal_Olivia]

Hi @Grahamb99,

I'm afraid that account-specific and transaction-specific assistance isn't possible through the community. I'd suggest reaching out to customer service to allow a representative to take a look at the situation and guide you based on what can be gleaned from looking at the specifics of the matter.

To contact customer service, please click Contact at the bottom of the PayPal website for available options, or reach out by PM on Facebook or DM on Twitter.

I hope this can be cleared up quickly!

Olivia

[Grahamb99]

The virtual chat agent tells me that the pending receipt should have cleared by 27/9/19 i.e.today.

it has still not cleared??

[Grahamb99]

I have now been told via a chat agent that the echeque could take 2-3 weeks to clear?

why does it take so long?

[Grahamb99]

I have returned the goods to the seller who has offered a refund of £265.

The refund has been paid via echeck.

The echeck takes a long time to clear!!

If the echeck fails to clear would this be covered by PayPal buyer protection?