Only offered 50% Refund for SNAD, PayPal found in Sellers favour and closed the case - WTF!

[Ramon959]

- Seller sends item knowing it is inferior/lower value

- I discuss with seller and come to no agreement

- Case raised with Paypal for refund

- Seller offers 50% refund, and I have to pay return postage

- Paypal case is closed while I am disputing the facts with them

Anyone had a similar issue? When I message PayPal it is like they don't even read/comprehend the messages I am sending and I just get canned responses back. 

Also, seller admits they sent the part like that, as they believe it to be 'compatible' but it was a different part number to the eBay ad. 

In this case, seller gets away with it, and I am left out of pocket. 

It seems it is OK for the seller to commit fraud and PayPal don't bother to look into the detail, but keep telling me becuase I didnt send it back, I don't qualify!

'Buyer Protection' is a joke!

[PayPal_Olivia]

Hi @Ramon959,

I'm sorry to hear that the case was closed. During the dispute phase, you have 20 days to escalate the case to a claim, at which time the buyer-seller discussion ends and PayPal makes a determination about what happens next. Was the case escalated in that time frame? If it was escalated, was the deadline for response observed and met? If any deadlines were not met, the case would be closed and would not be able to be reopened. If every deadline was met and the case was still closed, please reach out to customer service again. If the method of contact that you've tried isn't working out, a more real-time method of contact like a phone call may be better for explaining the extenuating circumstances.

To contact customer service, please click Contact at the bottom of the PayPal website for available options, or reach out by PM on Facebook or DM on Twitter.

I'm sorry that you've had this experience.

Olivia

[Ramon959]

Hi Olivia, 

No, the deadlines were not met. However, the facts in this case are that I paid $408 for an item and was offered $204 as a refund if I returned it.

I do not see how this makes any sense or why anyone would accept such a poor offer. When I questioned the fact, I got continued automated responses telling me I should return the product, then some responses saying it was being looked into and that if they needed further info, they would ask - they didn't ask and just closed the case after the expiry time. 

I sent photos to show the refund amount was only $204 but it seems that no one actually takes the time to read the messages I was sending?! Such a frustrating experience. 

I gave the (ebay) seller the benefit of the doubt, hence I missed raising an issue with eBay, but he wanted to charge me again to fix their problem so I had no choice but to raise this case. 

[Ramon959]

Update: I have contacted the manufacturer of the part I purchased and they have agreed that the part supplied was substandard, and that the seller was acting fraudulently in suggesting it was compatible. So summing up, I have of proof of intentional incorrect product supplied by seller, confirmation from manufacturer that product supplied is both inferior and dangerous to the vehicle, proof of an offer of only 50% of the initial purchase value and complete indifference shown by eBay in closing this case with the buyer left out of pocket and a fraudulent seller able to continue to do the same thing over again. PayPal is basically being complicit in fraud. I would not recommend PayPal to anyone after this experience.

[PayPalMichelleW]

Hi @Ramon959, 

I'm sorry to hear that you're having such trouble with this transaction.  For this situation, I would suggest you contact us to provide additional details.  To contact customer service, please click Contact at the bottom of the PayPal website for available options, or reach out by Facebook or Twitter.  I hope this helps.

Thanks,

MichelleW

[Ramon959]

Hi Michelle, I’ve been in constant contact with PayPal over this - sent numerous messages already directly in relation to this case. I have asked for a supervisor to contact me but it’s like talking to a brick wall. The replies appear to be composed mainly of some copy and paste script and the last 3 along the lines of “we know you’re not happy, but deal with it”. I don’t think any of the respondents have looked at the photos or taken more than 30secs to evaluate the messages I’ve written. The case ID is PP-D-42822463 if some one higher up wanted to look into it further but in the meantime I’d recommend only using a credit card for purchases like these as at least they offer real protection.

[PayPal_Tricia]

Hi @Ramon959, 

I'm sorry to hear of the negative experience. Regrettably, we cannot offer account specific assistance on the PayPal Community Forum. Please reach out to a PayPal specialist via phone, email, Facebook, or Twitter for assistance.

 Thanks, 
PayPal_Tricia

[Ramon959]

Thanks for the reply - is there some special email I can send this to? If it’s the normal message centre I have been messaging so far, then that just ties you up in knots as mentioned above. If you could provide this or a link to where I could find it, that would be appreciated.

[PayPal_Tricia]

Hi @Ramon959, 

We do not have an email address to provide. You can contact us using the Message Center on our site or using one of the other options provide. 

Thanks, 
PayPal_Tricia

[Ramon959]

On your advice, I messaged the team with both the case ID and this thread link - and once again, no one has addressed the 50% refund issue. 

All I get is a copy-and-paste from the response list, from a respondent who is incapable of reading, or instructed not to read - success here is measured on any response, not the quality of it it appears. 

To add insult to injury - let's review the response I got: 

"Thank you for contacting PayPal. We received the case(s) you filed on 10 October 2019. We have reviewed this transaction(s) and are denying your case(s). The decision was made because you did not provide the tracking details we requested."

- No mention of the fact that I was offered a paltry 50% of the original sum, and that to return the product would make me an even bigger loser. 

"It is my pleasure to assist you" 

- Really? There is an obvious lack of assistance here, so what pleasure could be derived, aside from enjoying my misery. 

"Thank you for choosing PayPal."

Why would you thank me for using paypal when I am losing out here? The thanks must be allowing people like me to support you by getting ripped off. The only winner here is you and the seller. 

I really think you should least update the automated scripts - unless this was placed there by some sadistic respondent, this just feels like another kick in the teeth.