Walmart lost my Kingdom Hearts 3 preorder from 2015 and won't refund me.

[spoonyliger]

I made a PayPal payment to Walmart.com on January, 21, 2015 for an order that comprises of two items. One was a video game which was promptly shipped to me and the second item is a video game preorder for Kingdom Hearts 3 (PS4) which is releasing on January 29, 2019.

The last email update I received from Walmart about my preorder was on December 20, 2016. Between then and now, the preorder seems to have vanished from their system without notice or a refund. I never asked Walmart to have the order cancelled or refunded.

The only records I have of this transaction are a PayPal email confirming the payment, a PayPal Activity Report confirming activity for this transaction, an email from help(at)walmart(dot)com confirming the order was placed, and two other emails updating me on the release date change of Kingdom Hearts 3.

When I checked with Walmart representatives last week over email about the status of the preorder, they told me they could not find the order number listed on my Walmart.com account or anywhere on their system, and to check with PayPal about getting a refund. I decided to speak with a Walmart representative over the phone about this. Right away I explained the order has disappeared and that she wouldn't be able to find it. She spent 20 minutes trying to find it and telling me she couldn't until she decided to escalate the problem to a department who'd investigate it further. Before hanging up I told her I had a lot of PDF documents confirming the order and payments and asked if there was any way I could email them those documents. She told me that wasn't necessary, which I doubt, and that I'd be contacted again in 48 hours. It's been four days and I haven't heard from them.

I tried to report this in the PayPal Resolution Center but it wanted me to pick the transaction from my Activity page. Obviously that's not possible because the transaction is no longer listed in my account.

I'm going to try calling PayPal in the next two days, but what advice can you guys give me?

[avega619]

I'm having the same problem. However, the last follow-up email I got from Walmart to let me know of the delay was on 8/1/17. I also tried calling walmart and chatting with them and they were unable to locate my order as well. Can you let me know if you end up finding a solution ?  

[spoonyliger · Accepted solution]

I was able to force a refund out of them. They even refunded the second game I placed with that order, which was even delivered to me. But I think it's because they didn't pay attention to the documents I sent them. Whatever. Their loss. So here's my advice, first gather all the proof you can just to be safe. For me it was the email confirmation from Walmart and the one from Paypal. I saved them as PDF files. I also got a PayPal Activity Report of all my PayPal transactions spanning a year from the month I ordered the game, this is to show that your account was actually charged for a pre-order. They kept telling me that pre-orders don't charge until they ship, which is not what happened to me. The report is also a proof that your account was never refunded. Then, since PayPal can't help you because it's Walmart that has to issue the refund, after you've tried to politely ask Walmart for a refund with all the proof you have attached to no avail, send another email to Walmart saying you'll seek legal action (even if you can't afford it, but don't let them know that, of course) if they don't refund you within two weeks. That's what worked for me.