Shopping Discussion

Paypal case denied after shipping item

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  • Jun 7th, 2020 3:28 pm
[OP]
Jr. Member
Dec 14, 2007
146 posts
155 upvotes
Brossard

Paypal case denied after shipping item

Hi

I opened a case with Paypal for a refund. I got an email that the seller has agreed to a full refund once I returned the item associated with the transaction. I shipped the item back at my own cost and uploaded the tracking number. The item is still "In Transit", but I saw that my case has been denied by Paypal because:

"We understand the item associated with this case has been altered while in your possession. Because of this, we are unable to determine whether the item is significantly different than originally described, and we are unable to grant your claim."

Can anyone explain what happened? I thought I was supposed to get my refund once the seller receives the shipment, so why did Paypal suddenly denied my claim?

Can I reopen the case?
18 replies
Deal Addict
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Jan 3, 2014
2795 posts
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Vancouver(ish)
chico_001 wrote: "We understand the item associated with this case has been altered while in your possession. Because of this, we are unable to determine whether the item is significantly different than originally described, and we are unable to grant your claim."

Can anyone explain what happened? I thought I was supposed to get my refund once the seller receives the shipment, so why did Paypal suddenly denied my claim?

Can I reopen the case?
Looks like the seller is claiming (rightly or not) that the item was damaged or modified before you returned it. You'll have to find out from Paypal wasupwidat and respond accordingly. Good luck.
Proud RFD member since January 31, 2007. Feel free to add 3,034 to my post count.
Sr. Member
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Apr 29, 2018
968 posts
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Vancouver
Just call em and they should be able to help. I have had my case go though 3-4 closures and finally decide in my favor
Deal Addict
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Nov 25, 2004
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London
chico_001 wrote: Hi

I opened a case with Paypal for a refund. I got an email that the seller has agreed to a full refund once I returned the item associated with the transaction. I shipped the item back at my own cost and uploaded the tracking number. The item is still "In Transit", but I saw that my case has been denied by Paypal because:

"We understand the item associated with this case has been altered while in your possession. Because of this, we are unable to determine whether the item is significantly different than originally described, and we are unable to grant your claim."

Can anyone explain what happened? I thought I was supposed to get my refund once the seller receives the shipment, so why did Paypal suddenly denied my claim?

Can I reopen the case?
u will have to call them to appeal but good luck getting though they seem to open and close there call centre at random now because of the covid thing.

also for the money u paid for return shipping u can get that back go here https://www.paypal.com/ca/for-you/shop/refunded-returns u will need to select the transaction in question then upload a copy of the shipping recite. they will refund upto $30.

also how long ago did u ship it and by what company did u ship it with if its been a long time then u should call the shipping company and try to file a lost package claim with them.
Sr. Member
Dec 5, 2005
911 posts
554 upvotes
Cambridge,Ontario
Poutinesauce wrote: If PayPal tries to weasel out of paying, file a chargeback with your credit card company.
Unless the op used a balance
Deal Expert
Jan 17, 2009
18900 posts
27206 upvotes
ONTARIO
yup if you chargeback, you should be able to get your money back.

Many years back (probably like a decade ago), I sold some virtual stuff in an online game through PayPal. Very next day the dude opened a case saying the payment was unauthorized and it wasn't him. After PayPal investigated they came to the conclusion that it WAS him and ruled in my favour. Released the funds to me. Sounds great, right?

Well 2 weeks after that suddenly my PayPal account is in the negative. PayPal tells me the buyer went to their credit card company with the same story and did a charge back and "there's nothing we can do about it".
PayPal isn't going to just be out of their money, so they of course just took it from me and said oh well nothing we can do about it, fix your negative balance within 60 days or we'll send it to collections.
Luckily I didn't spend any of it (was about $1600) and transferred it back from my bank account to fix the negative balance.

Anyway, the point is PayPal is garbage and if you want your money back you'll most certainly get it through a chargeback.
[OP]
Jr. Member
Dec 14, 2007
146 posts
155 upvotes
Brossard
aaron158 wrote: u will have to call them to appeal but good luck getting though they seem to open and close there call centre at random now because of the covid thing.

also for the money u paid for return shipping u can get that back go here https://www.paypal.com/ca/for-you/shop/refunded-returns u will need to select the transaction in question then upload a copy of the shipping recite. they will refund upto $30.

also how long ago did u ship it and by what company did u ship it with if its been a long time then u should call the shipping company and try to file a lost package claim with them.
It's been 6 business days with Canada Post. It was supposed to take 7-12 business days. With the way things are, when could I make a claim to Canada Post?
Deal Addict
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Feb 3, 2005
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I’m no expert on this, but if you contact PayPal and show the return is still in transit... it kinda highlights that the other person is lying to them.

Credit card chargeback is always there is PayPal doesn’t do right by you.
Deal Addict
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Nov 25, 2004
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London
chico_001 wrote: It's been 6 business days with Canada Post. It was supposed to take 7-12 business days. With the way things are, when could I make a claim to Canada Post?
id say wait till at least next week. your in Quebec? were was the package going? canada post is soo freaking slow lately visions shipped me a package from vancover by Canada normally that would take about 7 days to get to Ontario but it was just over 3 weeks with no tracking scans at all other then the first one showing they picked it up. even just stuff going from missussuga to me in London that use to take a day now it can take a 1-2 weeks...
[OP]
Jr. Member
Dec 14, 2007
146 posts
155 upvotes
Brossard
Anyone has a phone number to contact PayPal? I can’t find any phone options in contact us.
Deal Fanatic
User avatar
Aug 29, 2012
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Tiberius wrote: I’m no expert on this, but if you contact PayPal and show the return is still in transit... it kinda highlights that the other person is lying to them.

Credit card chargeback is always there is PayPal doesn’t do right by you.
The lesson: PayPal is a useless middleman that will always screw someone over in case of a dispute and they should be avoided completely whenever possible.
[OP]
Jr. Member
Dec 14, 2007
146 posts
155 upvotes
Brossard
BobSagget wrote: yup if you chargeback, you should be able to get your money back.

Many years back (probably like a decade ago), I sold some virtual stuff in an online game through PayPal. Very next day the dude opened a case saying the payment was unauthorized and it wasn't him. After PayPal investigated they came to the conclusion that it WAS him and ruled in my favour. Released the funds to me. Sounds great, right?

Well 2 weeks after that suddenly my PayPal account is in the negative. PayPal tells me the buyer went to their credit card company with the same story and did a charge back and "there's nothing we can do about it".
PayPal isn't going to just be out of their money, so they of course just took it from me and said oh well nothing we can do about it, fix your negative balance within 60 days or we'll send it to collections.
Luckily I didn't spend any of it (was about $1600) and transferred it back from my bank account to fix the negative balance.

Anyway, the point is PayPal is garbage and if you want your money back you'll most certainly get it through a chargeback.
when you do a chargeback, what do you tell your credit card company? that the seller refused to make a refund? Is this like a buyer protection insurance claim using your credit card?

I got the case reopened at Paypal, but one week later, they denied the case again with the same reason that the item was altered but the item is still in transit to China. I am sick of reopening cases with Paypal which takes forever because their customer service does not exist anymore and you can only contact them through message centre.
Deal Addict
User avatar
Nov 25, 2004
2548 posts
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London
chico_001 wrote: when you do a chargeback, what do you tell your credit card company? that the seller refused to make a refund? Is this like a buyer protection insurance claim using your credit card?

I got the case reopened at Paypal, but one week later, they denied the case again with the same reason that the item was altered but the item is still in transit to China. I am sick of reopening cases with Paypal which takes forever because their customer service does not exist anymore and you can only contact them through message centre.
wait till after the package is delivered. before contacting paypal to reopen the case. how did u ship the package back what method was it.
Deal Expert
Jan 17, 2009
18900 posts
27206 upvotes
ONTARIO
chico_001 wrote: when you do a chargeback, what do you tell your credit card company? that the seller refused to make a refund? Is this like a buyer protection insurance claim using your credit card?

I got the case reopened at Paypal, but one week later, they denied the case again with the same reason that the item was altered but the item is still in transit to China. I am sick of reopening cases with Paypal which takes forever because their customer service does not exist anymore and you can only contact them through message centre.
I'm not sure as the scammer buyer was the one who did the chargeback against me. I guess I would suggest to tell your credit card issuer exactly what the seller has done and PayPal will not assist you, so you want to request a chargeback.
Sr. Member
Aug 11, 2018
890 posts
783 upvotes
this is why i limit large purchases using paypal. the company has some complete morons working for them.
Deal Guru
Aug 14, 2007
10865 posts
2002 upvotes
Toronto
chico_001 wrote: Hi

I opened a case with Paypal for a refund. I got an email that the seller has agreed to a full refund once I returned the item associated with the transaction. I shipped the item back at my own cost and uploaded the tracking number. The item is still "In Transit", but I saw that my case has been denied by Paypal because:

"We understand the item associated with this case has been altered while in your possession. Because of this, we are unable to determine whether the item is significantly different than originally described, and we are unable to grant your claim."

Can anyone explain what happened? I thought I was supposed to get my refund once the seller receives the shipment, so why did Paypal suddenly denied my claim?

Can I reopen the case?
This highlights one of the many reasons to not use PayPal ever.

The company itself is a scam. Always has been and always will be.

Their buyer protection statement is nothing more than a lie.
[OP]
Jr. Member
Dec 14, 2007
146 posts
155 upvotes
Brossard
aaron158 wrote: wait till after the package is delivered. before contacting paypal to reopen the case. how did u ship the package back what method was it.
Canada post with tracking number. I uploaded the tracking ID to the case so Paypal should see it.

I thought there was a deadline to reopen a case before it is closed forever?
Deal Addict
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Nov 25, 2004
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chico_001 wrote: Canada post with tracking number. I uploaded the tracking ID to the case so Paypal should see it.

I thought there was a deadline to reopen a case before it is closed forever?
contact canada post and open a trace with them to find out where the package is. was it sent xpresspot tracked packet or surface mail. if it was sent surface mail those take months to get there even when shipping isn't all screwy due to the world events. xpresspost and tracked packet normally take between 4 and 10 working days but thats under normal times.

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