Complaint about the dispute process and customer service

[Gummytiger]

I recently purchased something on a websit and used PayPal. However the overall experience with the seller and PayPal was horrible. The whole “dispute a claim process” is not very customer friendly. I wonder if I can have a formal complain to the process and customer service as well? I received a wrong item from seller. PayPal was in favor on me but I needed to mail it back all the way to China which costs me at least $100. (It’s a very light but big package). I had no way to communicate to PayPal about this shipping charges and of course I shouldn’t be responsible for the fee. Case was closed while I tried to contact PayPal, so i disputed again. I email customer service and told them the whole story, and raised the concern about the expensive shipping fee. Yet customer service just said the case was closed because I didn’t ship it back. But I have stated clearly about the $100+ shipping fee and I shouldn’t cover for the seller’s mistake. I doubt the customer service even read my email at all. Not only I’m frustrated with the seller (I suspect it’s not a honest mistake), I’m very frustrated with PayPal customer service. I really regret using PayPal and I don’t think I will ever use it again to purchase anything. I could have easily disputed with my credit card in this case. Please advice.

[kernowlass]

@Gummytiger

Shame you didn't read up on buyer protection first before you started using paypal, as paypal are doing exactly as they say they will do.

Paypal buyer protection can never be a 100% coverall, so in the event of a dispute you need to bear in mind possible return trackable costs before you buy from that seller / item / country.


Paypal state this >>
PayPal is not obliged to reimburse you for any costs that you incur to comply with any of PayPal’s requests for cooperation for the purpose of resolving the problem (including, without limitation, costs that you incur to return a SNAD item to the Payment Recipient or another party as PayPal requests), although sometimes it may reimburse these costs.

Although they will compensate you for some of the cost if you have activated this at some point before you made that transaction .....

https://www.paypal.com/us/selfhelp/article/what-is-return-shipping-on-us-and-how-do-i-activate-it-fa...

You also have the option to do a chargeback via your card issuer instead of a Paypal dispute if you funded your Paypal payment via a credit card.