Paypal Dispute Nightmare

[wazzo6]

Hi guys,

I wanted to share a bad experience with Paypal.

Bought a furby from a seller on Ebay. In the emails the seller mentions that they have over 80 Dreamcast games so, I agree open a transaction through paypal to arrange payment for the games.

Anyway it turns out that the games sent are counterfeit so, I naturally open a dispute and tick the counterfeit option. I then send evidence, photos of the games(which are blatant pirarated copies we are talking about photocopied front covers here) and ebay correspondence with messages confirming the intention and that he sent the games.

After weeks of waiting Paypal ask for additional evidence without specifying what. I ring Paypal and they tell me they need 'letter headed' paper from a third party. This is mid November I attempt to contact local gaming specialists but, they cannot provide 'letterheaded' only a signed business card.. I decide to email Sega to seek evidence they take some weeks to get back to telling me they need more pictures of the games I tell paypal that I am pending third party evidence they specify on the dispute page PLEASE PROVIDE EVIDENCE BY THE 18th DECEMBER.

On the 10th of December I discover they have closed the case in the sellers favor. I received no email notifications that they have shortened the date nor anything telling me about any 'deadlines'. Naturally, I ring them as soon as I discover the case has closed they tell me that 30 day dispute length has expired and there is nothing they can do to reopen it despite the fact Sega have now provided third party evidence. There is no acknowledgement that they could be extenuating circumstances, or any reasonable flexibility with the 30 day rule. Their justification is that if they allowed me more time it would be unfair on all the other customers which is pretty pathetic to say the least especially as this is a quasi-legal matter. And of course the nature of life is that each individual case is very different and needs to be treated that way without some general rule being thrown at me,

Outcome: I open a buyer-protection case which is intended to safe-guard you against fraud and I am provided with an appalling flimsy customer service which provides grossly inaccurate and very misleading deadline dates.

I never would have purchased through Paypal if I knew I had to go through a nightmarish burden to provide third party evidence as If I am some kind of Lawyer rather than a customer.

Is there anyway of getting them to reopen this dispute or is their pointblank singly minded refusal what customers have to put up with. Or do I have to get in touch with trading standards, the police and other authorities......

I NOW HAVE THIRD PARTY EVIDENCE CAN YOU EXPLAIN WHY YOU WILL  NOT ASSIST WITH THIS. IRRESPONSIBLE TO LET PEOPLE SUFFER FROM FRAUD AND TIME-LIMIT THEM TO PROVIDE THIRD-PARTY EVIDENCE INVOLVING A BUSY COMPANY'S TIME JUST 30 DAYS TO GET  LETTERHEADED CONFIRMATION

[kernowlass]

In the event of receiving a fake item its best to get the evidence needed before you open a dispute as you have up to 45 days to open a dispute so that should give you plenty of time to get the letter headed paper confirmation.

But as you did not i would be reporting the seller to trading standards but first tell him that you will be doing so beforehand unless you get a refund asap.

If that does not work then did you fund your paypal payment with a card? If so then try contacting your card issuer and see if they will chargeback for you.

[wazzo6]

Does anyone else have some advice regarding the matter? What are my legal rights regarding this scenario?

This comes under theft 'dishonestly appropriate' these are illegal merchandise paypal are obligated to help me further or are they legally irresponsible? Surely it can't just be brushed under the carpet because it going slightly over the given time.

I am a victim of a criminal offense. This is not a not as described matter. Maybe a non paypal sympathiser could offer some practical advice. Under trading standard I think paypal should be doing more and treating my situation on its own light.

[KerryMC]

I too have been fighting PayPal after receiving counterfeit Abercrombie & Fitch items after placing an order with www.abercrombiefitchol.co.uk. I have sent photographic proof, Action Fraud Reference, Trading Standards Reference and an email from the Authentic Abercrombie site which states thay have no affiliation to the company stated, however I forsee issues that this will not be accepted by PayPal as not on headed paper?!.

The 'waters' have been muddied further as it does not appear the above mentioned site is still operational however the link takes you to a replicated site of www.abercrombieukol.co.uk.  Two days ago the same link directed to www.abercrombieuks-outlet.co.uk. I guess the company are old hands at trying to avoid detection.

The items I received were absolutely shocking - one was very poorly manufactured with raw seams and a rather sorry looking being that can only be described as a demented camel instead of the trademark Moose. The other was beyond a joke...Brighter than Cerise Pink (should have been deep maroon), totally wrong style and to top it off, I ordered a small - it was bigger than the medium I also ordered and was too big for my husband with a 48 inch chest!!.  

I work in UK law enforcement, and yes due to the matter happening outside the UK there is very little that the Police can do in these circumstances, however if you were to post the items back to their originator as suggested by PayPal, you would indeed be prosecutable, this would also apply if you were to sell the items on.

I am awaiting the next update from Paypal...... guessing more jumping through hoops will be required but with little time to do it in.

Perhaps it is time that PayPal reviewed their policy on Counterfeit items, all that would be required is a brief policy to all sellers that if the items are deemed to be counterfeit by the purchaser and substantiated with a Police Rreference given to and authenticated by PayPal , then PayPal will automatically find in favour of the purchaser and close the sellers account after the refund has been issued. 

PayPal also need to be aware that giving 3 days to respond is insufficient. And of course, a heads up that their email will contain the information they require rather than the dispute centre - silly me!