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PayPal case closed without seller response. PayPal won't give me my money back. Any advice?

Posted 8th Jun 2022
So I paid for services and didn't receive them and had made a PayPal case as the seller was unresponsive. Was told to wait for a response and the case had ended with no seller response at all.

PayPal would not give me my money back because, in their own words I hadn't escalated the claim to PayPal and they can't reopen cases. I was not told to escalate it to PayPal in the emails that were sent to me on case submission. I even have copies and no information on the case page itself suggesting I have to do so.

My bank would not perform a chargeback since I paid via direct debit.

Does anyone have any advice or have I lost my money?

thanks in advance.
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  1. Avatar
    I went to the financial ombudsmen with PayPal after a buyer made false claims about a product I had sold. And got my full money back after about 18 months. So this could be a last resort for you if PayPal won't deal with it.
    Thanks for the tip, might have to do this as a last resort. Appreciate your guidance.
  2. Avatar
    Try getting on Paypal by telephone . I had a similar problem a couple of years back and a phone call sorted it out.
  3. Avatar
    As suggested above get on to PP on phone or live chat.
    I had similar issue recently. Seller was not responding. I forwarded email to PP. They tried to get sellers response, did not get any.
    I was refunded within 3 days. (edited)
    Thanks, I wasn't aware PayPal offered livechat. Opened a message with them and if nowhere I'll be making a call. At least with Livechat I'll have it on record digitally than in a call. (edited)
  4. Avatar
    not nice losing the money, but it does tell you ojn the site what to do. as above try phoning them, you could use small claims court as well to get money back, doesn't cost much and if you win they have to pay your fee's hope you get it sorted..
    Thanks for the advice. Might need to do this. No option to escalate to PayPal and doesn't say in the emails I have to do so. After research, this has been an ongoing problem since 2020. (edited)
  5. Avatar
    You do have to follow their procedures exactly to get a refund
    I did. - according to their email and resolution centre articles. (edited)
  6. Avatar
    @col24_7 thanks so much for recommending me the financial ombudsman! Just got a message from PayPal offering me the full credit of the transaction. I'm definitely no longer going to use PayPal anymore obviously but contacting the ombudsman seems to have done the trick, since customer service was very unwilling to help me.

    Appreciate you
    Good stuff happy to help.
  7. Avatar
    Direct Debit? and/or continuing payment authority? services and not goods? how much we talking about? famous/well known supplier?
    Service/business transaction, around £450, not famous supplier but reputable
  8. Avatar
    What is the difference between a dispute and a claim?
    What is a dispute?

    A buyer can file a dispute in the Resolution Center within 180 days of purchase if the item ordered doesn’t arrive or is significantly different from the seller’s item description. The buyer will be able to communicate the issue with the seller on a message board within the case. For example, the buyer can request a refund, return the item, and/or ask the seller to re-ship the item.

    The seller will be notified of the dispute, and they should respond to the dispute and actively resolve the problem with the buyer. If the seller issues a full refund through the case, the case will be closed automatically. The buyer can also mark the case as resolved anytime if the issue is resolved to their satisfaction.

    With a dispute, PayPal doesn’t get involved or decide the outcome. To ask PayPal to step in, the case must be escalated to a claim within 20 days.

    What is a claim?

    If the buyer and seller can’t reach an agreement on a dispute, either of them can escalate the dispute to a claim any time within 20 days of the date the dispute was opened. By escalating a dispute to a claim, they're asking PayPal to investigate the case and decide the outcome based on evidence supplied by the both parties.

    A dispute that is not escalated to a claim within 20 days will close automatically.
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