Case under review

[xxxthomxxx]

I was sent some broken goods. They arrived faulty. I asked for a return and the seller was making threats about having to inspect the items and then perhaps issuing a refund if they felt like it. I opened a claim to make sure I was not left without the goods and my money.I said I would accept a partial refund to cover repair costs or return for a full refund.

The case was being reviewed by paypal. It was filed on the 20th of December. In the claim it says a claim specialist will decide by the 18th of January. It's now obviously after that and nothing has happened. I really could do with getting the money back sooner rather than later since it's a not insubstantial amount. Is there anything I can do to hurry the process along? Thanks for any advice!

[PayPal_lucy]

Hey there,

Is this still an ongoing case for you?

Have you been asked to provide documents on the damage or to return the item?

If you haven’t received any emails check your spam filter and look for updates in your resolutions centre. It shouldn't go this long without having contact. 

[xxxthomxxx]

Thanks for the reply.

I had a response from paypal allowing for return a few days after posting that. I have since returned the item and earlier today have been asked for proof of postage by paypal. I'll supply that later today. It's a shame the seller is making this so painful.

The process did proceed as it should but paypal have been behind the deadlines they have stated at every step. I.e. saying will will contact me with info by the 26th of January for the latest step and that contact not being made until a few days later. It is proceeding as it should, just very slowly.

[ckam1]

hi

i recently recived a case opened on me and i dont know why it asked me for a tracking number but i dont have only a recipt that i dont have but added a picture when the case was opened on me before which would be good if you could look at

PP-001-685-691-465    this is the case i added the pic on and the same person opened a new case and this is the id i would like you to look at PP-001-703-284-351

[kernowlass]

Sorry but even if i clicked on those links doubtful i could view info about your account.

However if a buyer files a dispute for non receipt its up to you to prove the buyer received the item.

The only way you can do that is if you sent it trackable and the tracking showed delivery to the buyer.

If the tracking shows undelivered or if you didn't send trackable you need to refund the buyer and claim off your tracking reeipt or certificate of postage to see if you can get something back from RM.

Its up to you to get the item to the buyer or refund them if they don't receive it.

[PayPal_lucy]

Hey there,

From what you’re saying with the case id number changing for the same transaction, this suggests that the payments may have been under investigation for unauthorised activity and not a buyer disputing the item involved.

If this is the case and the payment is found to be unauthorised and returned to the sender, then you do need to have a tracking number in order to be covered for seller protection.

Without tracking information you do away with your seller protection. Please click here for more information on PayPals seller protection, section 11.