05-16-2019 03:41 PM - edited 05-16-2019 03:42 PM
Not sure if this is not the correct forum for this, but if anyone could assist me in where to proceed from here I would be grateful.
In April I purchased a camera lens which turned out to be defective and not as described:
- I initiated a return through eBay and contacted the seller.
- Seller agreed to take it back and issue a refund.
- I returned the lens to the seller, with tracking. (BTW, seller appears to have re-listed and sold the very same lens again on eBay)
- Seller DID issue a refund to me as agreed, BUT however...
- The refund was subsequently cancelled and is showing a status of "cancelled" and "removed" in my Paypal account.
- I contacted the seller regarding this and they said they had issued a refund, so as far as they are concerned, I have been reimbursed.
- I contacted the seller again and pointed out again that the refund had been cancelled and I have not actually received the funds. The seller did not answer this last message.
- Opened a case with Paypal. They denied the case because the seller did issue a refund. Paypal did not address the issue of the refund having been subsequently cancelled by the seller (or it didn't process/clear).
-Paypal has closed this case and I cannot seem to find a way to contact them regarding the cancellation/removal status problem.
-Tried opening a Money Back Guarantee case with eBay but I just keep going around in circles on the eBay site trying to find a way to convey the cancellation info to them. eBay just always returns me to the "Refund Status" area of the item purchase which says "Refund Initiated". I cannot seem to get past that point at all and cannot seem to find a way to contact eBay either through email or phone. I've spent all morning trying to figure this out and have gotten no where.
I have no idea how to proceed from here as I cannot contact either eBay or Paypal and just really need to speak with either one directly to explain what is wrong.
So frustrated by this entire process and still out the money for the lens purchase.
Thank you for any help anyone can provide.
05-16-2019 06:23 PM
05-16-2019 08:21 PM
Do you back your PP account with a credit card? This is one of the reasons why this is a good idea.
Since the problem is with Paypal, and eBay does not own PP anymore, perhaps you should also be raising it on PP's not very active Discussion/ Community Boards.
05-17-2019 04:27 PM
Are you asking if they used a credit card for the purchase? If so, then yes they can file a claim through their card provider. But if they simply have a cc on file with PP which is what "account backed with a cc" means to me, they can't file a claim with their cc provider.
05-17-2019 04:31 PM
I would phone PP if you haven't already done so. Sign into your Paypal account and scroll to the bottom of the page and click on contact us. There will be a couple of questions for you to answer but eventually there should be another contact us on the bottom of the page that gives you a toll free number and a pin number.
05-18-2019
03:43 AM
- last edited on
05-18-2019
03:48 AM
by
kh-leslie
05-20-2019 01:23 PM
Thank you very much ddragon44 (-:
05-20-2019 01:24 PM
05-20-2019 01:27 PM
05-21-2019 05:43 PM
Thanks for the tag @ypdc_dennis!
Hi @suzanne4699 - that sounds like a truly nasty experience, and I'm sorry to hear how frustrating the entire situation has been.
When it comes to protection available to you, the eBay Money Back Guarantee (eMBG) can help as long as another avenue hasn't been pursued. From what it sounds like, you've also opened a PayPal dispute. Because that form of protection has been initiated, we won't be able to offer coverage via the eMBG.
I do agree with other members who encouraged you to contact PayPal, because it sounds like they should be able to tell quite quickly if you received a refund (if it was cancelled via PayPal I'd imagine they could see that very plainly). Definitely worth an appeal with their dispute team. Best of luck!