Paypal Customer Service destroy my chances in getting full refund

[Drnthong]

Hi , 

I had raise a dispute / claim against Buyee (Tenso) on 12 Nov regarding on Item significantly not as described (SNAD) case. 

Please note the item is at Buyee warehouse and Buyee provide pictures to me  which show something not i am purchasing. Since the item is not i purchase then is no point paying transportation fee to ship to me, which later i would require to send back to them. so i left the item in buyee warehouse while waiting for paypal verdict.  After nearly 3 weeks of  email and checking resolution center (even provide a police report), finally on 10 Dec i got update from paypal that Buyee agree to give me full refund with condition i return the item. Here is the screen shot of this email 

Then from here i meet 1 issue which i am unable to respond or click submit as they require a tracking number in order to so.  So i did what a normal person would do . Call paypal customer service to submit the document on my behalf to indicate item is still sitting in Buyee warehouse.  To my surprise , Paypal customer service hear half my intention before i could say anything , he change my case type to Item not received (INR) case without my permission and ask me wait for 7 days for reply.  Which resulted the case to start back from point 0.

In order clear my doubt on this action , i call the Paypal customer service 12 Dec, only to find my chances to get refund was overthrew by this action.  With case now turn Item significantly not as described (SNAD) to Item not received (INR), which now making me under huge disadvantages and give Buyee  upper hand to easily find fault in me. Since item was with Buyee and i didnt pay shipping because of Item significantly not as described (SNAD). Now Buyee can dimss my case claim which now turn to Item not received (INR). Basically it become 100% of me losing the case. Even Paypal customer service told me please select proper case type next time and not helping at all. The issue is not done by my action or i wish to change case. it was change by Paypal customer service without my acknowledgement. I only call on 10 Dec that time to ask how to submit document and can they submit on my behalf. 

Instantly this become my greatest regret in seeking help from Paypal customer service as i was so close in getting refund.  As per now i was told to sit and wait for dispute team to provide final solution. The investigation will take  5 days to conclude.  Can any paypal community here or paypal staff  advise or help on this ? 

[kernowlass]

@Drnthong 

Paypal covers you for non receipt of item OR item not as described.

In the event of an item not as described dispute you have to return the item back to  the seller and provide trackable proof of delivery.

If you have not got the item then presumably you can't say its misdescribed so filing non receipt is the only dispute available.

[Drnthong]

Here the thing. Before buyee can send my item to me, they send photo of item for me to verify first. Since photo already show is not item desribe. So it make no sense for me ask them to send to me right, only be later me sending back to them . As this case not description case happen first before item not received. No matter how you look at it ?