Hope you can post here so sorry if I am in the wrong place !! I was wondering if anyone had had a similar experience. I ordered a limited edition makeup collection from Colourpop (this was a set that included an eye shadow palette, glitter, lip products, etc.). The package arrived but the main element – the pallet was missing from the collection. The package has not been opened so it looks like the mistake was made during the packing process. I contacted Colourpop immediately and sent the photos of what happened along with the delivery slip (they request this on their website). I have had no communication or response from them. I tried to contact them on Twitter, nothing. I then tried contacting them on IG and got a DM saying they were busy. My comment was also quickly deleted. I waited longer and finally decided to open a case with PayPal because at this point I am lost. After opening the case, they contacted me (privately on my email) to tell me that they could offer a one-time courtesy refund, but this can only be done if I close the case, otherwise the refund cannot be processed. I have never opened a PayPal dispute before, but it all seems very risky to me. They did not respond to the dispute over PayPal. I hesitate to shut it down and wondered if anyone could give any advice. This is my first time ordering from Colourpop and it took a while to arrive too so it was a general disappointment. Thank you in advance!!! ——————— UPDATE: Thank you very much for your help and suggestions !! I’m sorry that so many people here went through a similar situation, can’t believe how horrible Colourpop customer service is 😖 I called PayPal and like Colourpop did not respond to the dispute in the resolution center , PayPal suggested that I report it to a claim (I did). PayPal basically said the same thing the majority of reviewers said, once the dispute is closed I can’t open it anymore and judging from the previous experience I didn’t want to risk it. Since I am requesting a partial refund, they should be able to pay it through PayPal. Colourpop has until February 13 to respond to the complaint (nothing yet). A large part of me thinks not. I would have been really happy for them to send the missing pallet. If they offered a credit voucher it would be a nightmare for me as I’m from UK I even considered getting the pallet elsewhere (maybe EBay but I’m worried about fakes) as I am. wanted for my collection. The palette is the Sailor Moon Pretty Guardian. I’m a huge Sailor Moon fan so it hurts, haha. Thanks again for all your help !! I will update once the dispute is over or if I hear anything (or not) from Colourpop. —- Last update !! I received a notification from PayPay (today the 12th, a day earlier than I initially thought) that the matter was under PayPal review. A few minutes later, I received another email saying the case was closed in my favor and I had received a refund. Colourpop never responded to the dispute (which I could see in the resolution center). The only other correspondence I received from Colourpop was an email asking me to rate their customer service. Thanks again for your answers and your help! I am very relieved that this is over.