Ripped Off with Swappa.com Purchase

[RippedOff568]

I purchased a cell phone from Swappa.com for $568.44. What I actually received was an empty envelope! I hoped a dispute stating this and escalated the case to PayPal and they closed my case because the tracking number shows I received the item! When I call the customer service line, it says I need to speak to an agent, but the lines are closed due to covid-19.  What is even worse is that the UPS tracking number, shows the weight of the package is less than the weight of the item that I purchased!!! PayPal closed my claim in favor of the seller and I am out $568.44 and nobody wants to help me. Does anybody know how I can move forward? The option to continue the dispute or appeal is not available to me and I will be filing a BBB complaint and consulting my attorney. Any information/help that can be offered would be greatly appreciated.

[Ragnar_Lothbrok · Accepted solution]

Good day @RippedOff568 

That must be frustrating and I am very sorry about that.

I have to assume that your case was filed for "Item not received" reason for your case closure in seller's favor because of the tracking information provided. Well in fact, you received an empty envelope. No worries, case can still be reopened to be tagged correctly as "Significantly not as described". Kindly click "Contact" near bottom of the PayPal pages to see some options available to get ahold of Customer Service. You can either send them an email or chat with the live rep to reopen your case. There might be a slim chance to get a timely response as we are still in skeleton crew but your patience is much appreciated.

***If you saw a post that is helpful, kindly give the author Kudos and/or accept it as a solution. Thank you and keep safe!

[RippedOff568]

Thank you for responding, after reaching out on social media, I was finally able to receive some assistance and my case was re-opened as "Item Not As Described", just today, the case was closed in my favor and I am waiting for my refund to be processed. It was EXTREMELY frustrating having PayPal close my case and I am disappointed that I had to publicly shame PayPal on social media to finally get somebody who review this. However, what is important is that PayPal got it right and honored their buyer protection.