Buyers Remorse in NJ!

[Lola_12]

Buyer agreed to items & confirmed shipping address on label, 4 weeks later, buyer states she didn't receive items;  she moved and new tenants/landlord do not have my goods. We tried to resolve via UPS, I didn't put additional insurance on goods and received $100 refund, buyer has now filed a Paypal case against me, Paypal has now charged me back $600 + $15 dispute fee.

I've called Paypal customer service at least 3 times, they state they will reopen the case, for me to wait for an email; I need to provide shipping confirmation and my case will be reopened & escalated to the 2nd level. Then.... nothing happens, case it not reopened and I am **bleep**.

Right now, buyer has my merchandise AND $600!!  I called PP for the 3rd time today, was told to follow same procedure.... wait for an email from PP, provide shipping confirmation and my case will be reopened and escalated to 2nd level. I hang up, nothing happens. Help!! What can I do? I really feel that my buyer has received the goods and has filed a false claim to get a refund as well as my goods.

[PayPal_Bindu]

Hello @Lola_12,

Welcome to the PayPal Community Help and thanks for your post!

I understand your concern about the outcome of the dispute. I know this can be very concerning! You can request an appeal of the case within 10 days of the case closing. Here’s how to appeal the decision of a case:

Go to the Resolution Center.
Click Report a Problem.    
Select Closed cases in the drop-down menu and find the claim you want to appeal.    
Click Appeal in the action column.  

You can also reach out to the PayPal Support team for any additional assistance. Contact options can be found in this article. 

Best wishes,

Bindu

[Lola_12]

Hello, Thank you for your help and response. I’ve reached out to the paypal team 3+ times to appeal. They all say the same thing: we will email you a link to reopen the case but I have to wait 24 hours for the email to be generated. Then…. No email. PayPal responded recently with: I should contact the FBI!! Absolutely no help. I feel duped by my buyer and duped by paypal. 😞

[PayPal_Meghan]

Hi @Lola_12, 

Thanks for writing back with more information about your case. 

I'm sorry to hear about your negative experience with Customer Support over the phone when you asked for help to appeal your case. If the option to appeal isn't showing within your PayPal Resolution Center like @PayPal_Bindu had mentioned, it would have to be completed through Customer Support. Have you tried reaching out through one of our Social Media channels? You can reach PayPal Customer Support by sending a DM to @AskPayPal on Twitter, on instagram.com/PayPal, or a PM to facebook.com/PayPal. You can find all other contact options by visiting our Help Center here: How do I contact PayPal customer service?

However, if you were asked to create and send us a copy of the report from the Internet Crime Complaint Center, your appeal might have been opened already. Sometimes we do request a report from this website before we can proceed with the investigation. If this is what happened, please submit the report as soon as you can, and be sure to save a copy for yourself. The last time I personally had to use the website, I found that to save the document I had to select "print" but then I could select a photo editing program to save it to. 

I hope this information helps you with your appeal!

- Meghan