PayPal are refusing my seller's protection

[mrhatmostly]

Hello, I am having an issue with PayPal.

I sold some items and these were paid for with one payment.  To help with packaging I sent them in 3 parcels.  2 parcels arrived and one did not.  Australia Post totally wiped their hands of it.  PayPal is giving me a different answer every time I ask them a question.

First they stated I did not provide tracking - which I did.

Then they stated it was not valid as it must be made in one payment - which it was.

Now they simply answer my questions with sorry you disagree.

I have requested a copy of their terms and conditions that state I cannot post an item in multiple parts - they cannot provide this.  They have sent the money back to the purchaser.

Do I have any avenues to get my money back?

Thanks for any help

[digital*ghost]

Report them to the Australian Financial Complaints Authority (AFCA)

https://www.afca.org.au/

Arrival doesn't even matter when it comes to a PayPal claim and seller protection, only proof of shipment is required. If you have met all of the criteria for seller protection, they have no real basis for refusal.

You may even find they suddenly change their tune and graciously bestow a "discretionary" refund if you advise that if they do not return your funds, a complaint with AFCA will be lodged (anecdotally, they try to avoid this).