Pursuing refund from retailer

[merchantms]

I made an online order with an HK based retailer by PayPal linked to an AMEX. Several days later they contacted me to say one item of about $350 was out of stock so I asked for a refund. It’s been about two weeks and despite claiming the refund was processed automatically the day I asked for it, I’ve received nothing. I’m also not getting replies to my emails anymore. The retailer generally has a good reputation and it still in business.

So, what are my next steps? Pursue through PayPal/Amex?

[shri]

Forward the refund claim to PayPal. They are generally pretty good.

[MandM!]

PayPal will generally give a refund immediately. Just call or email them. If that fails then AMEX.

[merchantms]

Are you talking about dispute resolution with PayPal? That’s the only option I’m seeing.

[er2]

Yep. Dispute resolution is how it works. First write the guy through DR that you want a refund. Then if he doesn’t respond there is the option to request it from PP. Works very smooth.

[bigcrown]

Pls just start a Dispute resolution. If the seller accepts a refund, it will be very smooth. If the seller doesn't accept a refund then paypal will ask you for evidence. amex is out of the equation here since Jon purchased the item hey paypal

[UK/HKboy]

I made an online order with an HK based retailer by PayPal linked to an AMEX. Several days later they contacted me to say one item of about $350 was out of stock so I asked for a refund. It’s been about two weeks and despite claiming the refund was processed automatically the day I asked for it, I’ve received nothing. I’m also not getting replies to my emails anymore. The retailer generally has a good reputation and it still in business.

So, what are my next steps? Pursue through PayPal/Amex?

Pursue through Amex. From my experience, it is more likely the bank or credit card company that is taking ages.

[merchantms]

Thanks all. I opened a dispute resolution through PayPal and now have gotten a quick reply from the retailer so clearly they're taking it more seriously.