PayPal Community

Hi @circushessmama    I hope all is well. First, I must say, thank you for taking time to use the community forum to be heard as our phone lines are currently closed due to the pandemic coronavirus (covid-19) emergency.  I'm sorry that your claim was denied but no worries even though the case is already closed in favor of the merchant we can still reopen the case and file an appeal, all you have to do is call our customer service once we are back to normal operation.  Take note for us to open an appeal you have to be ready with the tracking number from UPS that can support that it was a bogus or intranet document coming from UPS to support your appeal.  What will happen during the appeal process is your new evidence against the evidence of the merchant and it will be reviewed by our back office.  Hope that i was able to assist you.  Please do contact us as soon as business is back to normal and we will be happy to assist you. ... View more

Hi @Dsimsimma    I hope all is well. First, I must say, thank you for taking time to use the community forum to be heard as our phone lines are currently closed due to the pandemic coronavirus (covid-19) emergency.  It's a good thing that you first contacted the merchant on this case.  As what i read the merchant offered you a certain amount $107 in which the item was purchased at the amount of $190 which for me is also unacceptable as well.  No worries here in PayPal you are protected, all you have to do is file a dispute.  Please refer to this link https://www.paypal.com/ph/smarthelp/article/i-didn%E2%80%99t-receive-the-item-i-purchased-or-it%E2%80%99s-different-from-the-description.-faq1344 this is the step on how to file a dispute.  Please take note that once a dispute is filed we will give ample time for the merchant to response the maximum is 20 days, just in case merchant did not respond on that timeframe case will be closed into your favor and money will be refunded back to the original funding source that was used on this transaction. ... View more

Hi @liamfinn    I hope all is well. First, I must say, thank you for taking time to use the community forum to be heard as our phone lines are currently closed due to the pandemic coronavirus (covid-19) emergency.  The resolution that PayPal representative gave to you is correct.  As to your question,  Once you uploded the tracking number which is a proof the you shipped back the item no worries.  PayPal has a way to tracked if the item you shipped back was received by the merchant.  All you have to do right now is to shipped back the item immediately and monitor the tracking number as well, if you see that it was delivered then you can monitor your email because we will notify you as to what is the status of the claim via email.  If the refund was processed already it will be credited back on the funding source that was used on that transaction. ... View more

Hi @Verseone1    I hope all is well. First, I must say, thank you for taking time to use the community forum to be heard as our phone lines are currently closed due to the pandemic coronavirus (covid-19) emergency.  You mentioned that you already communicated with the merchant and according to you merchant has already issued full refund.  Right now i dont have a visual of your account but i would like to inform you that once the merchant issued a refund the money would be credit back on your original funding source that you use on that purchased.  For example, if you used your PayPal balance  then the refund will reflect on your PayPal balance.  However, if you used your Credit Card in that purchase then refund will be credit back to your card.  Take note if the refund was credited on the card then it will take 6 days for that money to appear on your card and it may also depend on your card issuer on how fast they process the refund transaction.  I may suggest that you contact your Card Issuer/Bank and check if the money is alredy in your account.  I hope i was able to answerr your concern. Be safe.  ... View more

Hi @Ehatter72    Im so glad that your claim was finally awarded in your favor and im glad that i was able to somewhat assist you.  Stay safe as well. Hopefully those other customer will have the same outcome as yours.   Always remember, here in PayPal our main priority is to deliver excellent customer experience to our valued customer. ... View more

Hi @charliemccrady1    That's a good news.  Now to answer your question, Yes, that's a valid proof but as what i said the evidence that you just uploaded will be subject for review and if in case our Review Team found out that it is valid rest assure that we will close this case in your favor and this merchant will be restricted in doing business with PayPal.  ... View more

Hi @Ehatter72    Yes UPS due to privacy policy will not provide information but you can ask for intranet documents.  Now you mentioned that the merchant's website is still up and active and still using the PayPal as form of payment, well rest assured that PayPal is doing the best we can to review those cases filed against this merchant and if we found this merchant still doing fraudulent activity we will immediately put restrictions on their account and worst scenario is we will cut our ties with the merchant and they can no longer do transaction within PayPal. ... View more

Hi @hqn82    I'm glad that you were able to file a dispute on our resolution center.  Now with regards to the transaction number you just provided right now i do not have the visual of your account but rest assure that our back office who is handling your dispute will exhaust all their resources to help you.  Now for the UPS tracking number that you mentioned,  if you could somewhat get a hold of a document that it was deliver under different address and name that would be great.  As for the merchant side,  PayPal security system has the capacity to detect if this ,erchant is really engaged in fraudulent activities there is a big chances that the case will be decide in your favor and you will be refunded, and what will happen to the merchant is that PayPal will restrict his account so that they can not engaged to do business with PayPal anymore.  I hope i was able to answer your concern.  Kindly monitor your email every now and then because updates regarding your case will be provided via email. ... View more

Hi @RedSmitty    Please be advise that once you purchased something on line the payment will automatically go to the merchant/seller.  It's a good thing that you are now able to file a dispute/claim what will happen is we are going to give the merchant a period of time to respond.  If its already a claim that you were able to file then merchant has a maximum of 10 days to reply in case merchant will not respond then the case will automatically close in to your favor and money will be refunded back to you.  You can monitor the status of the case by logging in to your PayPal account and go to resolution center, also you will get notified via email as to what is the status.  Have a nice day and be safe.  ... View more