Help! PayPal denied my dispute at the last minute saying that I have to talk to my financial.

[Bipps]

I had a major problem with my merchant because the merchant sent me a significantly used product when I paid for new ones. The order wasn’t made in eBay I bought it from the seller’s own website. However, I ordered the item from overseas and already paid for extra shipping about $300 more since it was a very heavy and bulky item. The price of the item was over $1,500 and I was **bleep** because the item wasn’t what I paid for. So for me to return the item, I'd have had ended up paying extra $300 more just to send back to get my money back. A really long story short, the seller won't do anything about it and I opened a case in PayPal. However, PayPal sent me a notification that I had to return the item so I called them. One of the PayPal's representative at that time informed me and that's the only option for me and they won't do anything. And he suggested me to open a dispute with my credit card company. So I did that but I found out that my financial dispute will take up to 120 days and there were no process status I could see. So I figured that my bank would just overlook the issue since they didn’t even require me much information about it either.

I decided to just return the item and stick up with PayPal’s policy. I’d have cancelled the dispute that I opened with my bank if there was an option but there were no such option at all so I just left it. However, after I return the item at my own cost, I had to wait for days for PayPal to verify my return and they finally confirm that they validated everything and I was just 48 hours away to receive my refund. However, right after I spoke with them on the phone, about 2 hours later they sent me this email stating that they won’t decide on the case because of the fact I opened a dispute with my bank.

First of all, I had no clues at all why it’d matter when they’re the one who made me do all of these I did mentioned above. Second of all, why they’d inform me right at the last minute of their decision. I just couldn’t help suspecting them they just didn’t want to take any action from their end and shift their responsibility to my financial using that as an excuse.

After a conversation with my bank, they said that there’s no problem for PayPal to do their own process regardless of my bank’s decision nor they’d ask for any details about the case which PayPal told me they did shared every details with my bank. My bank confirmed that there were no documentation or evidence received and my dispute is just sitting there with no evidence at my own risk of losing the case.

It’s just way too absurd for me when I did everything they’ve told me to do and now I’m left alone in uncertainty. I called PayPal numerous times since then which was 2 days ago but each representative gives different information it’s hard for them to keep up with my case because of their unwillingness. My bank now tell me to just wait and I’m pretty sure that they’d just drop the case since they don’t even have any evidence from their end nor ask me to send anything.

When PayPal is responsible and the one I kept up with for my case, now I’m just totally neglected and about to lose more than $2,000 if my bank just drop the case at my loss. PayPal won’t even listen nor do anything believe it or not their hands are tied.

What should I do if my bank just do as much as what PayPal does and if I ended up losing $2,000 for getting nothing?? I’m really deeply seriously in need since the purchase was even made from another country which is in UK. Please could someone help me how I can fight and get my money back? It’s my first time getting through all of this and it’s been about a month that I live in so much distress right now.

[kernowlass · Accepted solution]

@Bipps 

https://www.paypal.com/us/webapps/mpp/ua/useragreement-full?locale.x=en_US#purchase-protection

You must choose whether to pursue a dispute with PayPal under our Purchase Protection program, or to pursue the dispute with your card issuer. You can’t do both at the same time or seek a double recovery. If you pursue a dispute/claim with us and you also pursue a dispute for the same transaction with your card issuer, we’ll close your dispute/claim with us. This won’t affect the dispute process with your card issuer. In addition, if you pursue a dispute with your card issuer, you cannot pursue a dispute/claim with us later.

[Bipps]

Thank you for your reply. 

I didn't know that I can't open another dispute since they never told me that. If I drop the dispute from my credit card company, would PayPal continue to resolve or decide the case from their end? 

Also... what if my finance just drop the case and fail me. How can I get my reimbursement? I'm a huge victim here that got scammed by a seller first of all and spend all of my money and time for the seller's convenience and even lose the item and my money too. I really need to know the way to get my money back if my financial won't even help me. 

[kernowlass]

@Bipps 

Sadly its very unlikely that paypal would open the dispute up for you again if you closed the one with your bank.

BUT only customer services can answer that one definitely so you should really contact them first before you do anything rash.

Sadly if your card or bank issuer decide against you AND paypal won't re-open the case then there is nothing you can do about it really UNLESS the seller is in the same country as you and you can take private legal action against them?

[Dell14z]

I’m going to assume that the $1,500 item from the United Kingdom was an incredible item at an incredible price. Did you consider that you might have to return the item and the cost would be prohibitive?  PayPal says that they’ll reimburse shipping costs for up to $20, I believe.  

If you paid with your credit card, the credit card company most likely would reimburse you in full. 

You can’t file disputes with multiple sites about your money. If your bank refunds you and PayPal refunds you, they don’t share that information and you’d get a double refund. Both can’t go after the company for the refund. 

[Bipps]

I understand that now but customers will never know IF they can ever win. I've had many issues not only from online shopping but in general but I had to go through too much ordeals and bs or lies to redeem my rights but somehow many times, they get away with it. If you only depend on one and for whatever reason they go against you although you know who's right, you'll have no choice after that. So at that moment I needed to do everything I could from my very end. And as it turned out that PayPal wouldn't do anything just for their policy now as I would have never known because of the person who encouraged me to do so, I now only got one more option that I can depend on which is very uncertain too. Companies might have their own policy and you'll never know what reason they might have or give you to reject you til the very end of the process and like it or not you'll be accepting it. Just regular uninformed customers like me would never know how these things work just like the people who work at companies like PayPal that's supposed to know better mislead their customers as well.  

[kernowlass]

@Bipps 

To be honest all you had to do was read the short section on buyer protection and what is offered and what is not before to start using paypal.

Unfortunately most skip reading legal documents but its not long and its very important to save yourself being scammed.

[Bipps]

Yeah, I should have. However, when I checked, it didn't even say anywhere openly stating about banning another dispute I finally found it in an article that was like 20 pages long but no one would read it nor put their time into policies that much. Also, I found what's covered and what's not, however, that had nothing to do with my case. I appreciate your time for leaving me some concern but no one can stop from what's already happened. I was looking for a response that's actually of helpful for someone in the same situation as I am because blaming oneself wouldn't bring any solution. If your house got caught on fire because of your own mistakes, does it mean that you just have to sit there and watch? I'd like someone actually can help me instead of coming around and tell me that it's my fault. That's what I was actually seeking from this community maybe wrong address. 

[kernowlass]

@Bipps 

Sorry i took the time responding to your post and explaining why paypal did not cover you and closed your claim then.

I will make sure I add you to my list of never get a reply again so I don't waste my time in the future.

No one can provide a SOLUTION as there isn't one.

1. Paypal can't help you because you filed with your bank issuer before waiting for the dispute to end.

2. Your bank can't help you because you paid via bank transfer and not a card.

So without a magic wand there is no other 'help' we can give you apart from saying where you went wrong so you don't make that mistake in the future and in doing so warning others as well.........so...........your welcome.