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Not happy with dispute decision

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juspuk
Contributor
Posted on

My dispute was decided in favour of the seller (I'm the buyer). The reason Paypal gave was that I hadn't provided the tracking information they requested. That is not true however. I provided exactly that (and all other documentation they requested). So this is clearly an error made by Paypal.

 

I already sent an email through the Message Centre but only got an auto-reply, advising me to the usual channels or giving them a call. As it's going to be an overseas call, I don't want to invest any further funds in this deal.

 

The core issue of my dispute is quite clear. I didn't get what I ordered (8 CD's). The seller disagrees but the evidence is quite clear (one CD was the completely wrong one and the rest are not in the condition he advertised, I sent proof as photos). I sent everything back, in two shipments and I have submitted the tracking info for both. Anyone can check with those codes that the packages were collected/delivered. Paypal can also review the dispute history and see quite clearly that the seller really doesn't have a case.

 

I tried chatting at Paypal's Facebook but the bot doesn't work. I get asked if I want to chat with customer service but the bot doesn't understand my reply.

 

Is there a way to email Paypal about this, other than the 'service' address which got me the auto-reply?

 

The dispute in question is: PP-D-34361249

10 REPLIES 10

Not happy with dispute decision

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kernowlass
Esteemed Advisor

@juspuk 

 



Click on the words "Help / Contact" at the bottom of paypals pages and use the phone option in the blue band at the top OR very bottom of page dependent on what country you are in. Scroll down past the list of help questions and click on 'Call us' bottom of that page. Log in and get the code.

OR
have you considered contacting Customer Service via Facebook or Twitter?
You can send them a personal message from their facebook or twitter pages.
It's: https://www.facebook.com/PayPal and @AskPayPal for Twitter.



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Kudos / Solution appreciated.

Not happy with dispute decision

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juspuk
Contributor

There's just the one default number <removed>, it doesn't look local. I am in Finland.

 

> I already sent an email through the Message Centre but only got an auto-reply, advising me to the usual channels

> or giving them a call. As it's going to be an overseas call, I don't want to invest any further funds in this deal.

Not happy with dispute decision

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kernowlass
Esteemed Advisor

@juspuk 

 

Did you read the second paragraph in my post above?


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Not happy with dispute decision

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Teslafan101
Frequent Contributor

so you bought some cd and they are not as described.

how did you contact seller?

did you open a case on Paypal and asked to return the cds?

or you just return them outside Paypal with tracking?

you may want to file chargeback with your cc isuer if you have used a cc,tellthem you have returned the items and show them the tracking and shipping label

also show a listing of the cds for sale and any correspondence between you and your seller   

Not happy with dispute decision

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juspuk
Contributor

Yes, I have submitted Paypal with all the info they requested and explained the situation quite clearly and concisely. I also sent pictures of the items which made the issue quite clear.

 

The deal was through Discogs.com and Paypal, not credit card. All the correspondence is saved at the order page. I posted a copy of it to Paypal.

 

Paypal asked me to return the CD's and provide them with a tracking code. I did exactly that, along with copies of receipts.

 

The reason for the dispute decision against me was that I didn't submit the tracking they required, which obviously isn't the case. That can be seen on the dispute history without question. Paypal could obviously check with the tracking codes that the packages were delivered or collected.

 

I've done everything as requested and the issue itself is clear IMHO. I'm just baffled at the ruling and how difficult it is trying to correct it.

Not happy with dispute decision

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juspuk
Contributor

I managed to get a real person to reply on Twitter. He said he'd put me through 'to a specialist who will assist you further to get this issue sorted' But that was over 3 hours ago, it's gone dead. Well, maybe they continue later.

 

The Facebook customer service is basically a joke. There's a bot that gives blanket answers and doesn't understand the simplest answers. It's a never ending loop.

Not happy with dispute decision

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kernowlass
Esteemed Advisor

@juspuk 

 

With the Facebook 'bot' you often get an option that asks you if the reply answered your query, if you click NO then they transfer you to a live agent IF available.


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Not happy with dispute decision

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juspuk
Contributor

Well, how is one supposed to know that? First the bot asks (in Finnish) what kind of problem I have? I type 'dispute', I get "Unfortunately I don't understand". I type the same in Finnish, the same answer. 'Dispute' is quite a basic Paypal term, isn't it?  Then it asked me if the reply answered my query, YES/NO. I click NO, then it asks if I wish to speak to a customer care person, no options. I type "yes", I get "Unfortunately I don't understand". I type "customer care", same answer.

Not happy with dispute decision

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kernowlass
Esteemed Advisor

@juspuk 

 

Well sorry i took the time to tell you then.


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