Need to Appeal a Closed Case, No APPEAL Button

[MatsGeetars]

On a recent transaction dispute Paypal made a decision in favour of the Buyer when the case was still marked as "Under Review". Basically they granted a full refund to the Buyer before reviewing our evidence. The Buyer filed the case with the reason of "Item not as described". The fact is he damaged the item after receiving it and filed a refund claim. Despite we have detailed supporting evidence for our case, Paypal made a decision against us before reviewing of our evidence. We'd like to appeal, but found no APPEAL button on the Resolution Centre page as many people on this Forum have complained about. We are already into the 5th day of Paypal's 10-day appeal period, still find no way to appeal. We did call them, but their reply only sent us back to follow the instructions on the Help page, which is to look for the unfindable APPEAL button!

Could you please advise what I can do to appeal?

Many thanks from a micro business in the UK

[kernowlass]

@MatsGeetars 

You just contact customer services to appeal.

Contact options for each countries Paypal customer services are accessed by clicking help/contact bottom left of Paypal pages.

1. Paypal phones (you can use the guest option if you can't log in).
2. Live chat is also randomly available.
3. You can send them a message, (during business hours you may also be able to message whilst logged out).
4. Have you considered contacting Customer Service via Facebook or Twitter?
You can send them a private direct message via Social Media on Facebook, Twitter/X, or Instagram pages.

[MatsGeetars]

I have just received a reply from Paypal via messaging (see screenshot below). I was informed that I CANNOT appeal to the closed case at all. Is this normal? Is this acceptable that Paypal has the ultimate judgment regardless the evidence?

[kernowlass]

@MatsGeetars 

Paypal is the middleman and provides 'some' buyer and 'some' seller protection so one party is always going to miss out.

They make a judgement call and as its nearly always one persons word against another's then they often find for the buyer but the buyer has to return the item back to the seller first before getting a refund.

As they don't see the item in question then they would not know if the buyer damaged it or you just said that they did.

However that does not take away your legal rights so if you want to then you can pursue the buyer in the UK small claims court if its worth your while and you have more evidence that may be accepted there? 

[3monster]

Yes, we cant appeal if the case is closed, even if you call paypal. Paypal told me to file a chargeback with the bank instead. My case was the seller went uncontactable after i send money over for an item he place on FB. Do be aware that you need to respond within the time frame otherwise Paypal will close the case and there goes your money. I didnt respond on time and my case was closed. The Paypal help menu wasnt helpful too.

[kernowlass]

@3monster 

You certainly can appeal and many successfully do so if they have new information not available to paypal at the time they made their initial decision.

However in your case sounds as if the dispute auto closed at 20 days as you failed to escalate it, for that reason you can't appeal.