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?
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.
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.
Advice is voluntary. Kudos / Solution appreciated.
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.
