Paypal advice needed plz

zebra7t4

I bought a phone from Cex online, and used Paypal to pay for it. after a few days I got a dispatch email, but noticed that it had my old address on, that I moved from a few months ago.

It's now 28 days since I ordered, and my 'old' address is vacant, so it has not been delivered.
I have emailed cex today and they have said that they re-sent the phone (worth £45) on 1st Oct and gave me another RM tracking number, this has not been delivered also.

I have told them that this is my old address and it is vacant and will not be delivered, and asked if they could send to my current address as registered with them on the cex site, but they have emailed stating
"For security reasons we can only send items to the billing address of the card used for payment of your order. If you have paid via Paypal, the order will be sent to the address registered to your Paypal account. "

This may have been my fault for ordering in a hurry and not selecting the correct address within Paypal, but this package I would have thought would be returned to Cex, so what should I do?

Should I open a Paypal dispute stating item not received?

theonlywayisup

What does the tracking say?

on 1st Oct and gave me another RM tracking number, this has not been delivered also

Are you guessing it is going to your old address? What is the address in your Paypal?

zebra7t4

Cex have told me in the email that it's been sent to my old address. The only thing I can think to do is open a Paypal dispute to try to get the money back?

Obviously_the_best

Yep, INR dispute, then I guess find another retailer as you probably won't be able to buy from cex again, I find google shopping very useful

soolin

zebra7t4 wrote: »

Cex have told me in the email that it's been sent to my old address. The only thing I can think to do is open a Paypal dispute to try to get the money back?

Before anyone can advise you further- what does the tracking say?

If it states it was delivered or signed for then a paypal claim made by you will fail.

zebra7t4

At the moment it says "There is no data available for this tracking reference, please try again later"

zebra7t4

Now it states

"Recorded Signed For™ items are only tracked after the item has been delivered. Depending on whether the item was sent first or second class, this may be a few days after posting. Please try again later.

Information on your item is not yet available online."

Should I open an 'item not received' case and explain what has happened, or would paypal side with Cex?

soolin

zebra7t4 wrote: »

Now it states

"Recorded Signed For™ items are only tracked after the item has been delivered. Depending on whether the item was sent first or second class, this may be a few days after posting. Please try again later.

Information on your item is not yet available online."

As long as it never updates to confirm delivery you will win a paypal claim for INR. However as above CEX will almost certainly ban you for messing them about.

get your paypal address changed ASAP to avoid further issues.

zebra7t4

ok, i've now opened a paypal dispute saying I have not received the item. Should I just escalate it straight away?

theonlywayisup

Yes. Take a screen shot of the tracking info and upload it to Paypal too.

As soolin says, as long as it doesn't say delivered then you will win.

soolin

zebra7t4 wrote: »

ok, i've now opened a paypal dispute saying I have not received the item. Should I just escalate it straight away?

Yes- CEX then have 10 days still to get it to show as delivered before they are forced to refund you.