Looking to gather feedback from PayPal users

[PayPal_Colin]

Greetings, all --

My name is Colin Rule, and I am PayPal's Director of Online Dispute Resolution.

I am currently working with the Customer Advocacy team to gather feedback on aspects of our Risk Management systems that are generating user frustration.

The areas I am most interested in include:

1. Payment holds / reviews

2. Payment declines

3. Limitations / restrictions

4. Buyer and seller protections

5. The Resolution Center (disputes/claims)

6. Chargebacks / bank declines

If you have experience with one of these processes and you'd like to provide some constructive feedback on how to make it better, please post a message in this thread or email me at crule{at}paypal.com. 

Please note: I do not work in customer support, so I will not be able to help with individual disputes, claims, or limitations.  I am more interested in feedback about how our overall systems can be improved so as to minimize frustration moving ahead.

Many thanks!  I hope to hear from many of you soon.

Colin

[FutureMadril]

I think paypal is an easy to use site but one of my main concerns is the payment holds that the site uses. I don't think it is right to hold someones money for that many days.

[onedcfan2]

Hello, I just went through an ordeal with the resolution center and I am very concerned about it. I sold a broken PS3, described it as not working, Broken, NO RETURNS, buying AS IS. I sell the item to an obvious repair shop. It takes them seveal days and several request to pay for the item. They did not want insurance, so I packaged the BROKEN PS3 and shipped it. This is where my problem starts, I have shipped hundreds and hundreds of items I have sold on Ebay and I know how to package things, so I properly packed this item. Several days after the item was recieved I recieved email from the buyer saying the item was broken, I responded explaining I know that and I listed it in the ad as broken, his reply is that is was broken in a different way than what I listed and it was my fault because I packed it wrong and he demanded his money back and had already shipped it back to me. I refused to accept the package and he filed a claim because the BROKEN PS3, WAS BROKEN AND IT WAS MY FAULT. Well I told my side and PayPal sided with him and gave him his money back. He is returning an item that is completely smashed and now Im out the item and the money. I just dont understand this? My question is this, If I buy something on eBay, dont like it and it get "broken", then can I just file a dispute and automatically get my money back. As an investigatior I would think part of the investigation would be to check both our feedback and look for honesty. My feedback is perfect compared to his, but now Im the one loosing and I did absolutely nothing wrong.

[jletteriello]

Well Colin,

I don't know what to say.  There probably has to be a phone system to log and discuss compliants.  The email and FAQ don't cut it.  All merchants should be required to have a valid live answered phone for compliants.  Revolving menus on phone systems don't cut it either.

Yesterday, I was processing an order thru Vistaprint.  The order was all set.  I pushed the paypal button thinking that as usual, I would verify the amount with paypal and then "submit" payment.

Instead, Vista was working in the background still trying to "sell" while I was logged into paypal to complete the transaction.  Hardly ethical.

Vistaprint offered to increase the qty on two items in exhange for free shipping.  I agreed.  Guess what?  The shipping did not become free and the charge for the qty increase was more than depicted.  Furthermore I paid way more than double for double the quantity.  What a Rip off.       NOTE:  I still had not hit the final "payment" button but instead tried to back up with the browser.  I got thrown off your site and the order went thru without my say so.

Vista won't respond........and paypal says no wrong doing.  What a load of crap.  WHAT IN THE HECK WAS VISTAPRINT DOING, BEING ON THE PAYPAL SITE WHILE I WAS SUPPOSEDLY LOGGED INTO THE SECURE PAYPAL SITE?

my account is jletteriello@cox.net if you can do something or pass the word at you company.

All these emails and such get you nowhere.  How about an intelligent live operator?

[Rocinante01]

My list of complainst with paypal grows on an almost daily basis anymore, it seems.

First off, I believe Paypal needs to step away from trying to be both judge and jury when problems arise.  The original purpose of Paypal was having a way for buyers to pay for online items using their credit card in a secure fashion.  I think you need to get back to that.

I have experienced problems on both the buyer and seller ends of things.

The most infuriating thing is that Paypal seems to want to place more and more holds on things.  First there's this stupid policy of holding any transactions over $100 if you don't have at least 100 positive feedbacks in your Ebay account.  Absolutely one of the dumbest things I've ever heard.  Sellers have a right to their money, buyers have a right to their goods.

Now this new process of holding 10% of ALL Ebay transactions for 90 days is equally absurd.  While it may resolve the argument that by holding ALL of the funds for transactions over 100, the seller can't use any funds to actually SHIP the item, it still isn't going far enough as to provide the seller with any sense of protection that his funds will be there in 90 days, or that a buyer isn't scamming them out of their money!

The problem is easiest from a buyer viewpoint.  If I pay for an item and I don't receive it, and the seller can't prove he sent it, I should be entitled to a refund.  No question.  If there is ANY discrepancy in the transaction, however, Paypal IS NOT in a position to superceed the rules that were outlined in the auction listing.  For example, my policy for damage claims states that the buyer has paid for insurance on the full replacement value of the item through the shipping agent.  Therefore, if a problem arises due damage or loss with shipping, the buyer should be filing a claim with THEM, NOT with me through Paypal.  The NET RESULT of that particular transaction?  Paypal awarded the buyer a full refund, even though the buyer also filed a claim with the shipping agent, so they got the $500 they paid me back through Ebay AND the $500 replacement value through the shipping agent, PLUS they stole the certificate of authenticy, which allowed them to sell any fake in place of the original item he was sold.  Basically, after all is said and done, the buyer will profit by almost $2000 over the original $500 transaction.

Paypal policies SHOULD NOT supercede policies within the listing, and it's when they play judge and jury (ALWAYS siding with the buyer!) that people get frustrated.  If an item is listed as "used condition", with clear indication that because of the age and use of the item, it is not guaranteed to be in perfect condition, and "no refunds", then Paypal has NO legal right to allow a refund.  Paypal didn't list the item, the seller did.  He makes the rules.  Simple.

Paypal was once a godsend, but now I pray for someone to swoop in and offer a better product than Paypal offers. 

Paypal has NO RIGHT to my money that is sitting in my account.  They have NO RIGHT to make their own rules over how I access my money.  I wish my business profited enough to pay the fees associated with having my own credit card terminal, because if I did that, I would close my Paypal account without thinking twice about it.

[mangorocks]

Colin,

Your company deals with ebay on a more than regular bases, correct?

Say I buy something on ebay (I did).

Now, the seller has to be paid before they ship.

That's where you come in.

So you pay (quickly) via my account.

Now ebay sends me an email with-in 24 hours saying the item has been pulled, seller is a fraud.

To late for me because you already paid the fraud.

Shouldn't ebay notify YOU also?

Ebay knows who this person is & you have an account for this person but both you & ebay wash your hands

& leave me / us out to do diligence. You get my money from my CC so why should you care, right?

Doing diligence with your company makes me open a claim where I have to contact the fraud through your system?

Does your company really believe that the fraud is going to answer me?

So far in looking around your website, there is nothing convenient for me to contact you regarding this.

Shouldn't your company be a little more proactive in catching this thief?

Maybe 

1. Slow down on paying until ebay verifies the seller (which you two should be in constant contact about).

2. Team up with ebay & authorities on info gathered from the thief - ebay has info via their account & so do you.

If they don't match up, they are probably thieves.

3. Be MUCH more proactive in dealing with your clients

I'm trusting your integrity but if I get burnt one more time my diligence will be spent via media, blogs, class action

anything & everything tearing you down. Thanks for letting me vent & hope you can / will take something from 

my input.

[thistles17]

PayPal does not accept responsibility when they authorize a payment to the wrong checking account.  On the telephone they agreed that they made an error, but when the "acknowledged" their error via e-mail, there was no mention of the fact that they initiated a payment from the wrong account not the primary bank account for payments.

[janeschick]

I just find it ridiculous that you have to wait for a buyer to leave positive feedback for your funds to be released. I provided the tracking numbers and the items were delivered. Now, I'm still waiting to receive payment while the buyer is enjoying his new toys. Once delivery has been confirmed, release the funds!!

[rvperformance]

I have quit taking PayPal payments on items over $100.00. The liability for sellers is just too great! I have been charged back for an item that the customer has received(proof of delivery available) and PayPal not only took the original payment amount back, but charged me a fee to do so! I have absolutely no recourse. I'm out over $2000.00 with no hope of recovering a dime! Until the chargeback policy changes I will NOT accept PayPal! I can't afford to take the chance. Customer has my item and his money back. Said it was an unauthorized charge(bull****). Only took 3 days to refund his money but could be 75 days for my refund(which I have no hope of recovering).

[thistles17]

PayPal did not use my primary account for an authorization on June 1.  Unfortunately, they used a secondary account in error and that account was being closed thus there were not funds to cover the charge.  However, the retailer that was being paid issued a credit for the entire amount, thus negating the need for payment.  Today, June 7 at 5:50 pm edt the authorization is still in effect on that bank account and they are charging me an insufficient funds fee.  PayPal will not admit that they charged the wrong account and when I tried to remove the secondary account, it tells me that I cannot delete an account while a funds transfer has not yet been completed.  I will no longer be using PayPal once I clear up all the problems I have encountered due to their error.

[coinquestx1]

 The current Paypal "Seller Protection" program is a total farce and misnomer as, it does nothing to help, much less protect the seller. I have had three recent thefts of coins sold from my site to international bidders. Due to the inability of USPS to confirm delivery of international packages without Postal insurance or Registered Mail (both of which are not cost effective for small cost items and Postal Insurance if impeeded by Ebay); Paypal consistently refunds all of my $ (bid amount and postage /compounded by the loss of packaging materials and replacement cost of the stolen coins) when any international buyer claims non receipt. It is up to me to prove that the bidder has actually received the package! I shipped a coin to Varese, Italy recently and the bidder filed a non receipt dispute and in the dialogue that followed the process: he stated that he received several "ring-ups" from Dogana, Italy ( the nearby Italian Customs facitlity which was only a few miles away). He eleveted the dispute to a claim and as with 100% of Paypal disputes with international bidders was awarded the full refund of his bid and the postage and handling fees.....Upon receipt of the refund, he did provide me with a favorable feedback for his free coins! Nice of him! Apparently, the customs officials in Dogana charged him more in customs fees than I sold the coin to him for,,,,he was upset and took his rath out on me....

 Now just about every unscroupulous international bidder ( eg Russian Federation and other) are aware of Paypals' propensity to favor the bidders claim and that it is just about impossble to verify international mail delivery so, they bid on, win goods and follow up with a Paypal non receipt claim which they invariably win and make off with the coins (goods) and their monies refunded compliments of Paypals complicity in the fraud/theft.

 I have a 100% feedback return and over 5,000 feedback postings; but, I cannot afford to continue to suffer the continual losses due to Paypals' ineffective "Seller Protection" program. I have trerminated all international listings with the exception of Canada, closed my Ebay store and minimized my interface with Ebay/Paypal this evening out of total frustration......maeby I'll take another look at Amazon.com or a small independent provider who will let me post my listings with a "No Insurance/ Buyer's Risk" safety valve or something of the sort to preclude these unscrupulous international bidders.........Your system only encourages the theft and is complicit with the fraud!

 You may be the biggest on line organization but, you have a long way to go before you can claim to be the best!

(Coinquestx1)