Goods not received after 2 months and seller unreponsive - how do I claim a refund?

[py9mds]

Hi,

I made an order with a company on 17 Jan and paid via PayPal on my credit card, an although the transaction does not show up when I login in to my PayPal account, I have the Transaction receipt from PayPal in my inbox.  The seller contacted my after a month to say the item was delayed but would be delivered soon.  Since then I still haven't received my order and the seller has now become unresponsive.

I have tried to raise a refund request, given that I haven't received the order and the seller has become unresponsive, however when I go into the Resolution centre, the option for "I have a problem with an item I purchased" is greyed out an I cannot select it, so I have no way of proceeding to raise a claim via the website it would seem.

Can someone please explain why the first option is greyed out and how I can get my money back for the goods not received?

Thanks,

Mark

[kernowlass]

@py9mds

How did you send the payment to the seller which option did you choose to send.

1. Send money > goods / services.

2. Send money > family / friends.

[py9mds]

Hi, I didn't have to choose an option.  The payment was processed on the website itself using my credit card and PayPal were the payment processor.  I wasn't logged in to PayPal at the time os believe it was processed as a 'guest transaction', but I have kept the PayPal receipt.

Is this something I'll need to call up about instead of trying to do it via the website?

The PayPal T&C's state under section 13.5b that I have 180 days within which to dispute a transaction so I'm well within that timeframe at least.

[kernowlass]

@py9mds

That would explain it.

If you paid as a guest buyer then it won't show up on your paypal account transaction history.

BUT you can still open a dispute / claim BUT you have to contact customer services and they bypass the dispute and open a claim straightaway for you  >>>

Click on the words "Contact" at the bottom of your paypal account summary page and use the phone option (if there is one in the country you are in) > click on the "call us" option on the left (fees "may" apply so check the cost with your phone tariff first, as you sometimes have to wait a while to connect).

When you get through don't select any options just hang on till you get transfered to an agent or say the word "agent".