This is my issue with the paypal resolution center decision.
2 months ago I purchsed a taxidermied deer head from Ebay Germany.
When the item was delivered it was riddled with mold, the hair was falling out, it had large bold spots and dead beetles could be seen in the hairs.
I took pictures and contacted the seller and send the pictures to the seller. She was a little defensive but agreed for me to send the item back.
At the time I send the item back I also opened a case in Paypal (12/20/2012) for item not described as the listing or the picture in the listing did not disclose any of these defects and I declared I wanted a full refund . I do not expect these things to be perfect but this item was disgusting and having this in your house would make you sick.
When the item arrived at the sellers she complained that the item was damaged and that she would give me a partial refund(?) if she would get any money from the insurance(?). Also she would deduct money from the refund for the import tax (it was shipped as a return so no tax(?)), the shipping (which I paid(??!!) and the trouble she had to go through (??). I packed it the same way I received it.
At the same day as the item arrived at the sellers Paypal decided the case in favor of the seller.
I contacted Paypal for an explanation of the decision and they told me that there was no proof that I shipped the item back. The tracking number I provided was not good enough and I needed more shipping and delivery proof that the item was shipped to the seller. I was told to call back when I had the information. They could not tell me excactely what they would consider proper proof.
When I contacted Paypal the next day with the electronic receipt from USPS the paypal customer service rep told me that the claim was denied for a different reason that had nothing to do with the delivery confirmation. I told him I send the item back and he responded that I took it upon myself to send it back and it was my fault(????). He told me that this was an animal that lives in the woods and therefor these defects were normal and expected. I told him I am a hunter and have several mounts in my house but non were riddled with mold and beetles (not ticks). The sales rep became very arrogant and refused to let me finish and even refused to put me through to a supervisor or manager telling me that they would tell me the same and that there were probably no supervisors available anyway(?). After a heated argument, he even raised his voice. Finally he told me he would put me through. After a wait of several mintues the customer service rep came back on the phone again telling me that I they would let me appeal and they would take a look at the delivery info and contact me with they needed more info. He had suddenly changed his tone and was overly friendly. I asked if I needed to upload the USPS receipt with the shipping address and the tracking number, the customer service rep told me that was not nessecary, I uploaded it anyway with some pics of the mount.
Today I recived a message that the ruled in favor of the seller again because of the following reason:
Quote: "I reviewed your documents and have to tell you that the proof of shipment was not legible. Therefor we can not work your appeal".
Are you kidding me, the shipping info was an official electronic invoice I received from USPS and I forwarded with out any changes, so why would it be not legible. This invoice is good enough for the IRS but not paypal? It had the shipping address and the delivery address on it and the tracking number! The seller even signed for acceptance!!
I am very dissapointed and upset about how this was handled and I am asking myself these questions:
-Why is it ok for a product, any product to be riddled with mold, this is not a piece of blue cheese for crying out loud!!
-Why is it ok for a seller not to disclose any major defects?
-Why did they not tell me which information or proof they need?
-Why can't they tell me how to handle a case like this because I asked what I could do different time next time but they could not answer that.
-Why did paypal not contact me and request a new invoice or more info, That is what they told me and it is on their website?
-I have no mount and I lost all my money.
-Why does paypal tell me that I took it upon myself to send the mount back and therefor I am at fault? Paypal encourgages buyers to work out a solution with the seller and I did. I was instructed by the seller to send back the mount!!
-Why was I not allowed to talk directly to a supervisor or manager?
-Why did the give 2 different reason for denying the claim?
-Why did it take more then 30 days to come up with a decision for the first claim and close it on the same day as the item arrives in Austria.
-Why was I told that did not needed to upload any receipts or proof? Did they already make a decision and they just let me appeal to quiet me down?
-Why was this customer service rep trying to bully me to accept the decision?
-Why did paypal give a customer of mine a refund a month ago while the order was stuck in customs and got delivered a week after the refund? He got a the order and his money back and I got neither.
I am a power seller and top rated seller on Ebay so I am not new to this and this is extremely poor service.
Shame on you paypal!
