A buyer abroad ordered an $500 item from us, last October. We sent it but the buyer filed a dispute claim through their credit card issuing bank while the item was still in transit. This came as a surprise since there was no delay or any complaint from the seller. As requested by Paypal, we provided documentation including the tracking code. At the same time, we contacted the buyer, who assured us shortly after, that they had filed a claim by mistake and were canceling the dispute on their side. Since the buyer seemed genuinely sorry for the mistake and had already contacted their card issuer, we were sure the dispute would be solved quickly. However, Paypal has still not refunded us and is referring to the credit card issuer, who according to them, has not canceled the claim yet. The buyer has been cooperative and has sent us a copy of their communication with the credit card issuer. The letters from the issuer prove that the claim was filed on Nov 5th, but canceled on Nov 22nd. In it, the bank clearly writes that they are canceling the dispute and unlocking the funds for us, the seller. However, Paypal still claims they have not received anything, not even a notification that the dispute has been canceled. We are at a loss what to do next since there has not been any movement in this case despite the card issuer clearly canceling the dispute 2 months ago. We have already spent a lot of time writing and calling Paypal without receiving any information other than that the claim is still open and that we need to wait for the credit card issuer to make a decision.
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