Shein told me to close dispute case in order to receive refund

[Gb56]

I have an order from Shein that never arrived. I have contacted Evri (who told me to request a refund or repost from Shein) and also attempted to contact Shein (who told me to contact Evri to find my parcel. Then gave multiple different answers about what twas causing the problem). I have opened a dispute with Shein to get a refund of my money but, after initially trying to tell me that my parcel had been delivered, they are now saying that I need to close the dispute case in order to receive my refund. From PayPal FAQ’s and answers to similar questions on PayPal Community, I do not believe this to be true and think it is Sheins way to get out of giving me my money back. Does anyone have any insight?

[kernowlass · Accepted solution]

@Gb56 

If you had to close a case to get a refund then it would be pointless opening one.
NEVER close a dispute / claim until you have a refund.
If the seller issued a refund then that would close the dispute automatically.
If he doesn't escalate to a claim.
Do not close it or he can ignore you and you can't open a second dispute OR re-open a closed one.

[winniesugar321]

Same thing just happened to me! Shein told me to close the dispute and that then they can help me! i did not close it of course but i need my money back 😞

[4mrwsgo]

Same thing happened to me. Ontrac claimed they delivered the package but I never received it. After much back and forth between Ontrac and Shein, I escalated dispute to Paypal. Received email from Shein suggesting that I close dispute so that they could help me. I ignored them and PayPal found in their favor. Valid evidence of delivery was simply that the Ontrac driver said he delivered the package. No other proof required  by PayPal or Shein apparently.

Buyer Protection? More like Buyer Beware! Just saying.

[PayPal_JonK]

Hello @4mrwsgo, 

Welcome!! Thanks for joining PayPal's Community Forum! I'm sorry to hear you've had some issues with a recent dispute. Normally, when PayPal is investigating an Item Not Received dispute, it is correct that our teams will look for proof the item was delivered based on the shipping company's tracking information and the transaction's details - which is normally the city, state, and postal code. 

However, if you reach out to the shipping company, they should be able to provide some kind of documentation stating the package was not delivered to your address. They may not be able to confirm specifically which address it was delivered to, but that's fine, it's just important to confirm it was not delivered to the address on the transaction's details. 

Once you have that documentation, I recommend reaching back out to PayPal's Customer Support by clicking Contact at the bottom of any PayPal page to see what options there may be for an appeal.

I hope that helps. Best wishes!

 - Jon K

[Ojopere]

Same thing happened to me.

The seller told me I would get a refund only if I first closed the claim.

The seller shipped the item to me at a non-existent address and the shipping company provided "proof" of delivery in the form of stating that:

"Package was left on doorstep of house" - there was also a photo that was blank.

Before I even had a chance to close the claim, PayPal denied the dispute based on this "proof" even though I posted my town's maps showing address did not exist & also USPS address check also showing address did not exist.

The seller then immediately seized upon PayPal's denial to renege on issuing the refund the seller stated they would issue once the PayPal claim was closed.

I reopened the claim by changing the claim type to state that seller broke their promise to issue a refund as soon as they received the denial.

Lets see what happens now.