Asos blocked my account and won't communicate so unable to get refund for missing item

[vmej]

Hi all, My daughter recently ordered two jackets with ASOS, the package was delivered however, only one jacket was in the package.  She had money for Christmas so I used my Paypal account as she doesn't have one (under 16).  We reported this to ASOS and over the last week have had multiple online chats to receive an email today that they have deemed my activity to be suspicious and have blocked my account stating they will not respond to further communications.  We are now out of pocket for the item and online chat will not help.  I'm getting really frustrated with them.  We've tried again to contact them to get the order/account number so we can make a complaint but they are not providing the information.  Has anyone experienced this?

[kernowlass]

@vmej 

How do I open a dispute with a seller when a purchase goes wrong?

You can open a dispute in the Resolution Centre of your PayPal account within 180 days of payment if:
•You don’t receive the item OR service
•You receive an item but it’s significantly different than the description or you receive a totally different product. This also covers insufficient quantities.

By opening a dispute, you can communicate directly with your seller to work out a problem transaction.

If you reach an agreement with the seller you can close the dispute. If you're still not happy with the result, you can escalate the dispute into a claim. Paypal will review the claim and decide on reimbursement.

These steps apply to Personal accounts. If you have a Business account, please log in to see the steps that apply to you.

To open a dispute:
1.Log in to your PayPal account.
2. Click on the transaction and use the resolve a problem option at the bottom of that details page.

Note:
•Generally buyers must wait at least 7 days from the date of payment to escalate a dispute for an item not received
•Where an item has not been received, please ensure you have given the seller enough time before opening a dispute

Escalate the dispute to a claim within 20 days (before it times out), if you need Paypal to get involved.

If that does not work then if you funded your paypal payment via a card then contact your card issuer and see if they will issue a chargeback.

[Temp20230320i]

Hello. I would like to ask for an update. What is going on with your case? Have they unblocked you or have you got the money back?