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Paypal have recently closed a case twice which should be ruled in my favour.
A seller had sent an item out that was not matching the description (it was missing a huge part of it, and thus couldn't be displayed without a bespoke stand being made to support it, (it should be self standing).
They originally didn't even message the seller, and just closed the case without review, despite the seller already having admitted fault and offering a partial refund (a pathetic amount).
After a complaint and a lot of back and forth payment then ruled i can get a full refund if i spend £60 to return said item.
I of course argued that this was ridiculous, why would i be £60 to then have nothing, and finally said i'd accept the £33 (pathetic) partial refund offered.
They said i could no longer accept this refund and the only option i had would be to pay £60 to return the item.
What an awful service.
I have my final response to them and i've now escalated it to the financial ombudsman, as this was a credit transaction which will be covered.
Furthermore i have correspendance from paypal trying to say that i was lying about the partial refund offer, despite them already having the screenshots of the offer.
Like literally what a joke of a service.
I too was denied a claim because PP says I did not return tracking number for return item in time to them. I did all of that sending them pictures they asked for of the post office labels and receipts with the tracking number on it. They did return my postage to return the item back to China, but now they are closing the case in favor of the seller, who has already committed to giving me a return amount of $52.80 when they receive the item. But, alas, PP is a joke. You cannot talk with a customer service person and they keep sending messages to me to use the online resolution center which takes me in a circle to an automated phone line and back to the resolution center.
Yeah they're a joke.
I've escalated it to the ombudsman, see what they say.
But the way i see it there sellers fee is a complete scam, as they charge that for buyer protection, yet there is no buyer protection
The ombudsman will support paypal as their user agreement was legally agreed in every country they operate in.
Sadly you didn't bother reading the small section on buyer protection.
In the event of a dispute you choose your seller and not Paypal so you need to bear in mind possible return trackable costs before you go ahead and buy from that seller / country.
Paypal state this >>
IMPORTANT: You may be required to return the item to the seller or other party we specify as part of the settlement of your claim. PayPal Buyer Protection does not entitle you to reimbursement for the return shipping costs that you may incur.
Although they will compensate you for some of the cost if you have activated this at some point before you made that transaction.
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.