So this is unfortunately a long winded story so bare with.
I sold an item, carefully packaged and dispatched the following day. Received notification item was delivered 07/01/25, all good 👍 scroll on a few hours and the buyer has opened a case that item was not delivered saying it had been stolen from their doorstep, scroll onto 17/01/25 and the case is closed in my favour as tracking showed item delivered, end of story…. Or not…
Scroll on to 18/02/25 to find my card had been charged for a large amount, recheck emails to find that on 13/02/25 the case outcome has changed due to buyer appealing. Reason for change is ‘you agreed to give your buyer a refund and didn’t issue it’, I didn’t offer a refund at all. Requested call back on 18/02/25, spoke to a nice fella who checked everything through and agreed it looks to be an incorrect outcome and he would escalate with back office. The same fella called me back the following day to say I had won the second appeal and the funds will be back in my account within 5 working days, bit of a pain but resolved right? WRONG!!!
27/02/25, still no money, request another call back, call handler got a little lost thinking I was the buyer and had the money refunded to PayPal wallet (which I don’t use), checked that, obviously nothing. She said she would check with the back office and call me back that day, she didn’t. Following day I request another call back, this person seemed to have no idea what was happening and believed I should be claiming from the package carrier 🤷♂️ I told them that’s not what I was informed and repeated that I was told it was a mistake and the money should have been with me within 5 days. He has emailed the original agent that dealt with it and told me they should be in contact within 3-5 days, so here I am, waiting 🙄
The questions I have are as follows… is there anyway to escalate this (it’s messed me up a bit financially)? And what can I do to get an answer if I have to request another callback if no one calls me back?
