Paypal claim denied

[Poppydog1]

Hello, I am looking for some advice on how to proceed please.

I purchased an item via PayPal and when it arrived it was not working/faulty. I tried to contact the seller with no success so eventually raised a dispute in the Resolution Centre. I have returned the product (at my cost) and uploaded the postage information at least twice. Today I received an email from PayPal stating that my claim had been denied ???

So I have paid for something that did not work, returned it at my cost and now have had my claim for refund refused ..... Am I missing something ??

Any advice would be welcome please.

[kernowlass]

@Poppydog1 

You opened a dispute which one?

Did you escalate to a claim?

Did paypal find in your favour?

Did paypal tell you to return it trackable?

Did you provide the tracking number to paypal?

[Poppydog1]

Hi Kernowlass,

You opened a dispute which one? Dispute Case ID: PP-D-62328618 

Did you escalate to a claim? -Yes

Did paypal find in your favour? No

Did paypal tell you to return it trackable? No not initially so I returned product by Royal Mail. subsequent to that and after I uploaded my Royal Mail reciept they asked for a tracking number !

Did you provide the tracking number to paypal? I provided the receipt of payment to Royal Mail for returning the product

What's even more confusing is that 3 days ago I received an email from PayPall stating my claim had been upheld and that once the returned product arrives with t he seller I will receive a full refund ???

Then earlier today I get another email stating case closed and they declined my claim ??

[kernowlass · Accepted solution]

@Poppydog1 

Case numbers are meaningless on here, i asked which dispute you opened ie non receipt / not as described or unauthorised.

I'll take it that it was for item received but not as described?

In the event of an item received but not as described dispute if you have to return an item back to the seller then paypal always tell you to do trackable to prove delivery of the item back to the seller.

Just as in a case for non receipt of item a seller has to provide a tracking number to prove delivery of the item to the buyer.

So if the seller told you to send it back BEFORE you had escalated then you should have done so trackable so that if the seller received it back and refused a refund leading you to escalate to a claim then you could provide trackable proof of delivery of the item to the seller.

[Poppydog1]

Yes it was because the item delivered was not as described, not withstanding it did not work anyway !

important lesson learned for me as I did not return the item via tracked delivery. Kind of forgot about all of the rogue sellers out there and following brief contact agreed to send it back.

Not happy with PayPal though... confusing messages / closed communication etc. I have been a member since 2004 and I am seriously considering closing my account. No means of communicating my concerns / displeasure , really makes me question the point of using them in the future.

Thank you for trying to explain / help though

[kernowlass]

@Poppydog1 

Did you fund your paypal payment via a credit card? If so contact them and see if they will chargeback for you?

[Poppydog1]

Hi Kernowlass,

thank you for your suggestion

unfortunately the item cost was less than the £100 minimum single price purchase protection applied by article 75 with respect to Credit Card use. So although I did use my CC through PayPal I would still not be able to claim.

must admit, having slept on this issue the BAD taste has not gone. I am really disappointed in PayPal

[kernowlass]

@Poppydog1 

Chargebacks and Section 75 are separate, Section 75 is a minimum £100 but not a chargeback, speak to your card issuer?

[Poppydog1]

Thank you, I have submitted a claim via my CC. I will let you know how I get on. Really appreciate your knowledge/expertise. <removed>

[Poppydog1]

Hi, today my CC confirmed that it had resolved my dispute with PayPal over my claim against a purchase made. My CC has refunded my PayPal charge. Really disappointing that PayPal couldn’t see fit to uphold my case in the first instance against a fraudulent company selling copied nine functioning products. Thank you for your support and advice, Mark