Resolution centre error message when trying to upload postal tracking to a dispute case

[stansstamps1]

I am trying to up;load the tracking details for two items I returned to a seller into the respond section of a paypal dispute in the resolution centre.

I get an error message - oops, something went wrong, please try again.

I have tried a few times over the past two days, and tried chrome and Edge browsers, but the error message persists.

If I dont upload the details the case will close and no refund for faulty goods.

Any ideas how to make progress?

Thanks

[chififa]

Hi there,

Did you find out how to resolve this issue?

I am having the same problem.

[bellah_24]

Hi @stansstamps1 thank you for reaching out to PayPal Community Forum. I hope you are all safe during this pandemic. I apologize if you had a trouble in uploading your tracking number on the Resolution Center. Please clear the history,cache and cookies from your browser. If it's still not working please use different browser like Internet Explorer or Firefox. Please note that Resolution Center is not available on the mobile PayPal app. I hope you were able to provide the return tracking number in a timely manner. I know that your payment must be refunded as you already shipped back the merchandise to the seller. ****If you see a helpful post, please accept it as a solution or give the author kudos. 🙂 Thanks!****

[chififa]

Hi @bellah_24

I have tried all of your suggestions and also used a different pc and there is an issue with the resolution centre. It will not allow you to upload anything. I have emailed your support team and they keep sending me the same generic response. I need to upload further information regarding my case otherwise I will not be issued a refund. Please help me. Below is the error message which keeps appearing.

[bellah_24]

Hi @chififa thanks for your immediate response. I apologize if it's still didn't work. Can you please try this paypal.com/il/uploaddoc once you pull up the website it'll ask you to enter your log in and password to your PayPal Account. ***If this post or any other was helpful, you may enrich the community by giving kudos or accepting it as a solution.*** Stay safe and take care.

[stansstamps1]

My Case ID: PP-D-57995193 was closed in sellers favour. I uploaded the return tracking receipt on 24/3, but the case was just closed for the reason being  tracking not recorded! This is wrong, and a fault with paypal's systems. Just look at the history of this dispute and you can see the tracking is there. The system wouldn't let me upload it at first as per my complaint, but this was fixed. The tracking is RU637595882GB, Royal Mail.

I do understand system issues occur, and COVID19 is causing us all headaches, but I am now out of pocket for no reason after following instructions and sending the item back.

[chififa]

@stansstamps1 that is shocking. I’m having the same issues I’m unable to upload the information to the resolution centre. I’ve done everything I can do and still no joy. I’m so anxious about the entire situation as I have until 23 April to respond and it’s 400GBP I risk losing because of the issue with PayPal’s portal and the fact that there is no call centre open to deal with the issue.

[stansstamps1]

Hi,

I was having the same problem as you with that error message. I sent a complaint via 'contact me' including the tracking number so there was a record of it prior to the case closing. I figured if there was a record this would be fixable one day. I was eventually able to get the tracking uploaded. It shows on the case. Despite this the case has been closed for lack of tracking upload, which is wrong  - any 'human' can see the tracking. I sent a complaint message yesterday  - they are responding to these within 24 hours but it was a robotic response. Basically: 'I can see your issue has already been resolved, we can't change this, note of complaint is on file'

I hate to say it, but at the moment you are dealing with robots and the robots are broken. I'm going to have to try a chargeback via the card provider - it was bought through a credit card. 

For you, I'd suggest a complaint email including the tracking, you may be able to do something about it if they close the case against you if its on the record beforehand 

[amf3030]

I'm having the exact same issue. The only difference is that my error message says "You must add tracking info or upload a file." I've tried clearing cache, using multiple browsers.. nothing works. There's not even a box to enter tracking info.

[stansstamps1]

Yes. The link to upload is broken and they are not fixing it. Raise a complaint - I did this a few times with the tracking number, and I was able to get it fixed on one of two cases and upload the information. Even so they just closed that case against me saying no tracking, and live with it. 

I think its the only way - go to complaints, they are responding there within 24 hours.