Should I open a dispute?

[XtC]

Hi there. Earlier this month, on January 3rd, I purchased 5 items from Zumiez USA that separated into 3 payments on paypal (more into that later because of the separate packages). The total came to $281 including the $35usd shipping for UPS. The next day, on the fourth I was notified that the 5 items I had purchased were in different locations and needed to be consolidated together to ship as one package, fine.

I was given 3 tracking numbers where I assume the 5 items and 3 pckgs were headed to join one another. 2 arrived in Corona CA on the 6th and the other on the 11th. I was not given any further updates on my items from that point on. So I just assumed they would all ship again with UPS or USPS as clearly stated on their site. http://i.imgur.com/e0tJVvE.png?1

However, this morning I wake up to a text from DHL stating I have a fee of 126$ (doesnt state CAD or USD) ontop of everything else I just paid for. Now this is insane. Duties from USPS and UPS should be around 56$cad as I checked earlier on their website for my order as that is the taxes HST of Ontario (gst and pst). Seriosuly what the **bleep** is this. Also again in the screenshot I took, http://i.imgur.com/e0tJVvE.png?1 it states that any modifications to my order they would let me know. On top of that it deems that if I do not reply my order will therefore be CANCELLED.

Not only did they fail to contact me but even if they had, I have not had any contact with Zumiez whatsoever since the date of purchase on Jan 3rd. This is insane and I believe they should be liable for the duties and taxes or the excess part I am being forced to pay. I don't know what they were thinking. Not only was my order significantly late and held back, Im not sure if they tried to expedite it because of the amount of time it took but this is really unfair. They are a multi million dollar company and do not even follow the clearly stated rules that are listed on their site and I believe they should be held accountable.

As of this moment I still have not paid my DHL fees but have contacted Zumiez with no help from someone named Kevin. He basically gives me some BS apology and says that its my fault because I clicked confirm on the order. Yeah I did, thinking it would be USPS or UPS as that's what it says on his site.

Can anyone give me an insight as to what to do or any help anything at this point would be appreciated. If i missed any important info please let me know as well could someone give me the contact email for paypal, as i'd like to get in touch with them too. Thanks

[DPCreations]

I see some problems from the start and they have serious impacts on dispute resolutions.

What were the details of each of the 3 transactions?  Where they for 3 separate purchaes or partial payments for a single order of 5 items?

As for the shipping switch it does seem to be an issue as DHL was ot specified.   This causes a problem for the buyer as DHL reviews the customs form and determines standard duties; it then adda about 4% handling charge.  When regular mail goes through customs the review is treated very differently.

Since there is no standard dispute for this, I think the best option is to phone PayPal customer service for help.

On the other hand, you might be able to have DHL retun the items if you refuse delivery--with uncertain outcome.

[XtC]

Hey thanks for responding. I am not entirely sure how to describe the 3 purchases but I will try. Basically I made 1 purchase and for some reason it is showing up as 3 transactions on my paypal summary. Saying the basic date, supplier and amount in USD. 3 transactions for a total of 5 items which confused even myself.

As far as I can see they are all entrely identical other than the amount deducted (or amt payed) displayed. Detailed under each one says "This payment is for part of your $281.74 USD purchase at Zumiez.com on January 3, 2017." I can provide screenshots if youd like if it snot clear enough.

I have inquired about not paying the fee and Zumiez Kevin strictly says they will not be taking items back as I again "confirmed and agreed to their terms". However again they changed their 'terms' without notifying me... seems extremely hypocritical.

[DPCreations]

It is strange.

Point of clarification.  I thought you were in Corona, CA USA, but it seems that you are in Corona, ONT.  In the U. S. CA is for California, not Canada.

Disclaimer.  I don't work for PayPal; I'm just another user here who tries to give some insight--and sometimes some guesses.

So, you made a single purchase on a web site for 5 items.  Is that correct?

Now this singel web site purchase shows up as a single PayPal transaction; is that correct?

I'll get to the rest later.

The reason those first details are important is that it makes your PayPal dispute easier.  I think you will ultimately need to file a dispute.  Since it's a single transaction It means you can file just one dispute.  But now the problem:  You have a choice of not as described or not received, but nothing for excessive charges for seller change in shipping.   A problem with the dispute with PayPal is that PayPal cannot refund more than you paid with PayPal and anything you paid outside of PayPal needs to be seetled outside of PayPal.   I still think it's best to phone PayPal customer service to see if someone can give better advice; it will take persistance any maybe multiple calls.

You may need to be creative for a return reaseon.  If you find a way to claim a problem with the products and you win the dispute, the seller would have to accept return; that's another problem as you would need to pay return shipping.

International purchases are high risk, especially from new companies; international sellers know this.

Filing a dispute with credit card might be better, but you will still need to find a creative reason.  Again, a potential problem:  PayPal doesn't like it when members take disputes to credit cards rather than resolve with PayPal.

I could see now that the seller likely split the shipment for convenience or for shipping from different locations, so they show up as "sub" transactions.  It does complicate the issue.

Hopping that someone else will respond with some ideas.

[XtC]

Sorry I shpul;dve made that clear myself. I live in Toronto Ontario Canada. During the UPS shipping before hand it was headed to their distribution center in Corona Cali US. Thats a miscommunication fault on my end sorry about that.

And no worries I am very thankful you are taking time to give me a hand and helping me out.

Yes 1 purchase for 5 items however it showed up as 3 transactions. The best way I could put it would be pretend as if you sent money to 3 people. In my case thats how it looks. One for 63, 160 and 57 usd. All say that they are a payment part of your $281.74 USD purchase at Zumiez.com. http://i.imgur.com/0ua4Y2y.png?1 I agree 100% with you that it is strange that there are 3 and it would be easier if there was one. I was curious if I did choose to file a dispute how would I go about doing it since there are 3. Very odd.

As for the other stuff you've mentioned I am going to attempt to contact paypal themselves and see what their advice is.

I think I should also clarify one more thing just for the sake of it. During checkout I was given one option to pay for shipping. 35$ us for UPS or USPS to Canada. Whatever their choosing and on top of that it's what's strictly listed on their website. I never consented to anything else and they never contacted me about anything else. Even if they had, again I never responded to anything which would force them to cancel the order as it would breach their own terms and conditions. I can only assume the shipping covered by UPS was from the stores or warehouses, to their distribution center at Coronca CA us.

That is when they must have chosen DHL to bring it here in Toronto. So not only am I paying for shipping their (which btw makes no sense since they say free shipping to US addresses) but I am getting slammed with fees now from another company too. One that is not even a method of shipping for them...

Anyways, DPCreations I extremely appreciate the support tips and advice you've given so far, you are the onl;y helpful person I've gotten to speak with so far. Thanks.

[XtC]

One last thing would it be better if I payed the fees to DHL currently holding my items, then from there file a dispute with paypal on that transaction? Ultimately it involves Zumiez and I believe they should be helf accountable but I am just trying to organize my options. Thanks again.

[DPCreations]

Since it is one PayPal transaction, it would be one dispute, I think,

Shipping cost.  Was the US$35 shipping part of the original purchase?

So, it was the seller's choice to select either UPS or USPS.  That creates your problem.  Both UPS and DHL will classify duties very strictly and both will charge brokerage fees to get your items through customs.  It's likely you were not aware of the brokerage fees that UPS would charge.  I don't believe that Canada Post would charge customs brokerage fees and maybe not even duty.  Since you allowed the vendor to select the shipper you may not have good grounds to fight the shipping/brokerage fee.  On the other hand, if shipping was supposed to be included and you are charged for shipping you could have a change.  I suspect, however, that your pickup charge is not for shipping but for customs duties and brokerage fee the same as you would have been charged for duty and brokerage with UPS shipping which you allowed the vendor the choice.

I think there is serious risk if you refuse (or just don't collect) the items.  At that point disposition would be according to seller instructions on the customs forms.  I think PayPal would take your refusal as having been delivered so you couldn't file a claim for non-delivery.   Suggest you check PayPal polcies for that.  If refusal would be classified as non-delivery then you could file such a claim.

Sorry I couldn't give better options; I would be interested in how it turns out.  It's just a matter of more knowledge.

[XtC]

Yup $35us included with everything else for the 280. Yup, I read before hand that DHL is the worse for inbound goods to canada so I consented as I knew that could not possibly be my courier (definetly wont be getting my buisness anymore).

On the other hand UPS I couldnt change but I read they were not too bad as they share with USPS some stuff like inbound flights and customs clearances. Thats what I initially thought too but there's got to be something as it doesnt say anything whatsoever about DHL with them.

You are correct shipping was included with the price. But I am almost certain their charge for customs is way out of line. I have pruchased two separate things before two and three years ago and received UPS as well USPS. My charge was HST equalling 13% of the item and the brokerage fees were payed beforehand as the shipping price. Then, I believe it was 15-20$ for shipping. And then a customs fee of 15$ or something close.

On the DHL website where it tells me to pay it says that the fees of : Total Amount: $125.54
"Are the duties, taxes and fees outstanding on your delivery."

Which literally makes no sense to me. If my original order of 280us is equal to around 365cad then my fee should be along the lines of 45-50$. Not double, almost triple that amount.

I know it might be rough for me to put you in this position but do you suggest firstly collecting the items then going from there? I am just worried then itll somehow end up on DHL's hands and they'll tell me to talk with Zumiez and Zumiez'll tell me its their problem etc etc. I'll just be bounced around from place to place but I honestly think this move of their's is scam. It's dishonest and evil and I'm real sick of how corporate treat their customers as 'small entities' so to speak.