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Return will cost almost as much as faulty item

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learning2me
Contributor
Posted on

Really not happy with Paypal.

Received an item from Hong Kong which was damaged (actually didn't work)

Company refused to communicate via PP so I had to C&P everything.

They asked for photos and videos, which I provided.

Still no joy so I escalated the claim.

Paypal found in my favour, but I need to return the faulty item tracked to Hong Kong, which is almost the same cost as the item. Surely the seller should pay the return cost for a faulty item?

6 REPLIES 6

Return will cost almost as much as faulty item

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kernowlass
Esteemed Advisor

@learning2me

 

Paypal are doing exactly what they say they will do in their buyer protection policy.

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/uk/webapps/mpp/refunded-returns

If you buy from a business in the UK then you can normally recover those return costs via the small claims court although most UK businesses would reimburse you anyway. (BUT if you choose to buy from a private or international seller you may not have that option).
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.



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Return will cost almost as much as faulty item

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learning2me
Contributor

Thank you - lesson learned.

I have bought so much from China and Hong Kong and never had a problem before.

Wish I had known about the return postage thing - have activated it now. Too late for this transaction though.

Return will cost almost as much as faulty item

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kernowlass
Esteemed Advisor

@learning2me

 

That will stand you in good stead for future transactions anyway.

Also can you do a chargeback as per my last line in my post?


Advice is voluntary.
Kudos / Solution appreciated.

Return will cost almost as much as faulty item

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learning2me
Contributor

Paypal is linked to my business bank account, so no card involved unfortunately

Return will cost almost as much as faulty item

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Lynnetg
Contributor

This has just happened to me too. I have had to send a product back to the USA despite the fact that it was incorrectly described and poor quality. It has cost me the same cost as the original item. What I do not understand was why other buyers with the same issue with this company have not had to do so. All attempts at contact with customer services have illicited the same corporate response of return the item despite the cost; their only interest was telling me I need a tracking number to get a refund!

 

I am yet To receive a direct response to any of my questions on return of my postage costs or why there hasn't been a consistent customer approach here. The only response via email has been an automated message I am very disappointed in the customer service. 

 

 

 

 

 

 

Return will cost almost as much as faulty item

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learning2me
Contributor

I feel for you.

I have wasted so much time on this as the company really made me jump through hoops providing photos and videos.

Then Customer Service were going to close the claim.

It really isn't worth the cost of the postage to send this back so I will just warn everyone to avoid this company in future.

I have written a review on their website, but I'll be amazed if it ever gets published!

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