[VladReborn]

Hello, I did an EB on a product, then claimed the replacement was damaged and returned it via Paypal customer protection to get a refund. The return arrived without problems
But now Paypal says I am supposed to provide " prove that I received that I received the replacement item" otherwise the case will be closed.
"Add tracking data to the return shipment"

"Check that you have an additional item with you as the seller has previously sent you the replacement item.
Confirm that you have received the replacement item and are satisfied with it."

Seems like the merchant thinks i have another one, despite originally accepting my EB claim without too much trouble.

What should I do? Either way I don't understand why I should confirm this, isn't this the merchant's job?
It seems the PayPal customer service who only speaks broken English is on the side of the merchant.


Would be very grateful for any help to turn this around.

[Elsdebo]

The english provided is confusing.
Upload proof of returning the replacement in Paypal and it should be enough. You said you already sent it back so this should be easy.

Do you have any emails or screenshots where the merchant confirms on your EB story? This might prove to Paypal your first item did not arrive.
You can ask this question to them: "I have provided you the proof of returning the replacement. The first item did not arrive as you can see in the previous contact. Is there anything more I can help you with?"

[VladReborn]

The english provided is confusing. 
Upload proof of returning the replacement in Paypal and it should be enough. You said you already sent it back so this should be easy.

Do you have any emails or screenshots where the merchant confirms on your EB story? This might prove to Paypal your first item did not arrive.
You can ask this question to them: "I have provided you the proof of returning the replacement. The first item did not arrive as you can see in the previous contact.  Is there anything more I can help you with?"

I already provided proof that I returned the item, and the merchant emailed me that they received it. It's not an expansive item at all, but it seems like they don't want to refund me, brining up this old EB out of nowhere.
Not sure if Paypal accepts email screenshots, which obviously could be faked, but luckily I still have one where the merchant is says that they reviewed my claim and send a replacement.

The problem is that the English of the Paypal support is very bad, so I have to write like a baby for them to understand, and the email is not in English, which makes it even worse.
I send an screenshot of an other email before, and they completely misunderstood it.

Can't call them either on sunday, I guess I learned my lesson after people saying that Paypal claims are easy, especially since this account has never had a claim and is years old.
This case has been open for months now...

[Elsdebo]

The english provided is confusing. 
Upload proof of returning the replacement in Paypal and it should be enough. You said you already sent it back so this should be easy.

Do you have any emails or screenshots where the merchant confirms on your EB story? This might prove to Paypal your first item did not arrive.
You can ask this question to them: "I have provided you the proof of returning the replacement. The first item did not arrive as you can see in the previous contact.  Is there anything more I can help you with?"

I already provided proof that I returned the item, and the merchant emailed me that they received it. It's not an expansive item at all, but it seems like they don't want to refund me, brining up this old EB out of nowhere.
Not sure if Paypal accepts email screenshots, which obviously could be faked, but luckily I still have one where the merchant is says that they reviewed my claim and send a replacement.

The problem is that the English of the Paypal support is very bad, so I have to write like a baby for them to understand, and the email is not in English, which makes it even worse.
I send an screenshot of an other email before, and they completely misunderstood it.

Can't call them either on sunday, I guess I learned my lesson after people saying that Paypal claims are easy, especially since this account has never had a claim and is years old.
This case has been open for months now...

It's never a guarantee with PP. If it is a low value item don't put too much effort into it. Stick to your story, upload the evidence and done.
Upload a screenshot of the email and a screenshot of the google translation. This shows that you are cooperating. If possible ask for the language the PP agent works in so you can use google translate more effectively. These are small things which you can do for free and help your case.
Good luck

[VladReborn]

The english provided is confusing. 
Upload proof of returning the replacement in Paypal and it should be enough. You said you already sent it back so this should be easy.

Do you have any emails or screenshots where the merchant confirms on your EB story? This might prove to Paypal your first item did not arrive.
You can ask this question to them: "I have provided you the proof of returning the replacement. The first item did not arrive as you can see in the previous contact.  Is there anything more I can help you with?"

I already provided proof that I returned the item, and the merchant emailed me that they received it. It's not an expansive item at all, but it seems like they don't want to refund me, brining up this old EB out of nowhere.
Not sure if Paypal accepts email screenshots, which obviously could be faked, but luckily I still have one where the merchant is says that they reviewed my claim and send a replacement.

The problem is that the English of the Paypal support is very bad, so I have to write like a baby for them to understand, and the email is not in English, which makes it even worse.
I send an screenshot of an other email before, and they completely misunderstood it.

Can't call them either on sunday, I guess I learned my lesson after people saying that Paypal claims are easy, especially since this account has never had a claim and is years old.
This case has been open for months now...

It's never a guarantee with PP. If it is a low value item don't put too much effort into it. Stick to your story, upload the evidence and done.
Upload a screenshot of the email and a screenshot of the google translation. This shows that you are cooperating. If possible ask for the language the PP agent works in so you can use google translate more effectively. These are small things which you can do for free and  help your case. 
Good luck

There's no chance of getting the item back in any case, right?
But since they're asking for proof that I got an replacement, Isn't it dumb to say I got it?
They prob speak some random jeet language, but I'll write it in English too.