Paypal disputes always in favour of buyer regardless of evidence or case details

iMacPC
Contributor
Contributor

This has now happened three times in a row, which is all the cases we ever had opened against us.

The last two have been in this month. 

First one the eBay buyer opens a PayPal claim 6 weeks after receiving the item, which is outside the eBay 30 days time frame. Claim they just opened the box now, and it's not like a new item and thus unsuitable for a birthday gift. We provide full details to PayPal, including that the listing was for a refurbished item and also photos of the item showing that the item was in fact near perfect in condition with only blemish a slight discoloration on the side metal of the chassis. PayPal finds in favor of the buyer and has them return it to me for a complete full refund.

Next buyer receives a laptop customised to there spec. On receipt again complains its got a mark on the speaker grill. Even though its listed as a graded refurbished laptop with at least one mark or blemish.

When they accept that two days later they complain the screen is splitter apart. Send photos showing them by hand holding apart the screen plastic bezel surround apart. Opens a. PayPal dispute, and demands a returns and full refund, even though its a customised item to there order. And even on purchase it specifies that customised to order items incur a small restocking fee of 10 to 15%.

Returns item and we find there is NO ISSUE at all with the screen or bezel in anyways. In fa t the bezel has been pulled away from the screen, and simply slip back into place. I try and still be fair and offer a p£30 dedication for this (less than 10% of order) 

Despite giving all this evidence to PayPal, they within hours close it and refund the buyer. 

Where in the earth is there any fairness or seller protection? All this is doing is giving a pat on the back to buyer who abuse the system at sellers expense.

Is this common place and what are other sellers experiences in this regard? 

Its really disgusting. 

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sharpiemarker
Esteemed Advisor
Esteemed Advisor

@iMacPC 

 

Heh, not always. Depends on the circumstances of each specific case and the perception of whoever or whatever (as in bot) is making the ruling.

 

PayPal allows buyers to dispute 180 days from date of payment. It's in the Buyer Protection terms. So, if eBay Money Back Guarantee (MBG) runs out, buyers come to PayPal. If that fails, buyers can invoke their bank reversal or credit card chargeback rights which is a whole other can of worms.

 

Ya'll are out here blind. Need to read marketplace terms and conditions and seller and buyer protections and know it as if your life depends on it.

 

If a buyer files a (SNAD) claim, sellers are not generally protected. This is also in the seller protection terms. When case is escalated to PayPal, they resolve their way if the two parties can't, with a return and refund upon return. The only time PayPal will rule in your favor is when it is a clear case of buyer's remorse so its about how convincing each party is to tip the scales.

 

So did the buyer in the case (that PayPal can read) tell you it was for a birthday present and they bought this refurbished item? Hmmm. Was it clearly marked as so? Its somewhat questionable decision but at least buyer is required to return it tracked and out of their own pocket and you can relist. If buyer fails to return, they will lose the case. 

 

Yeah, these kinds of returns happen on eBay and off but what can you do but resell. Its the internet, people buy things sight unseen and return things. It comes with the territory. SNADs are not covered so sellers are forced to accept refund upon return. Just keep focusing on the next sale. Its the pits but it is what it is.

 

You can report that buyer for abuse of the buyer protection program but that's about it if you got an return item that's as described, or other abuses.

 

Have you tried appealing these cases?

 

Also, PayPal do what it does to avoid chargebacks/reversals which would cost you extra for PayPal to handle and take a long time to resolve, up to 75 days so it is in your best interest to accept PayPal's decision. Because what if you won, and then the buyer won't take no for answer and files with their financial institution? PayPal takes the money out again pending outcome of reversal/chargeback case. That's time needed to deal with the dispute and extra costs. If its a SNAD reversal/chargeback claim, you won't be protected.

 

Click "Legal" at the bottom of the page and select your country to access the PayPal User Agreement. The seller protection program can be found there.

 

If selling internationally, the buyer protection terms based on the buyer's location also applies to you as a seller.

 


Kudos & Solved are greatly appreciated. 🙂

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sharpiemarker
Esteemed Advisor
Esteemed Advisor

@iMacPC 

 

Heh, not always. Depends on the circumstances of each specific case and the perception of whoever or whatever (as in bot) is making the ruling.

 

PayPal allows buyers to dispute 180 days from date of payment. It's in the Buyer Protection terms. So, if eBay Money Back Guarantee (MBG) runs out, buyers come to PayPal. If that fails, buyers can invoke their bank reversal or credit card chargeback rights which is a whole other can of worms.

 

Ya'll are out here blind. Need to read marketplace terms and conditions and seller and buyer protections and know it as if your life depends on it.

 

If a buyer files a (SNAD) claim, sellers are not generally protected. This is also in the seller protection terms. When case is escalated to PayPal, they resolve their way if the two parties can't, with a return and refund upon return. The only time PayPal will rule in your favor is when it is a clear case of buyer's remorse so its about how convincing each party is to tip the scales.

 

So did the buyer in the case (that PayPal can read) tell you it was for a birthday present and they bought this refurbished item? Hmmm. Was it clearly marked as so? Its somewhat questionable decision but at least buyer is required to return it tracked and out of their own pocket and you can relist. If buyer fails to return, they will lose the case. 

 

Yeah, these kinds of returns happen on eBay and off but what can you do but resell. Its the internet, people buy things sight unseen and return things. It comes with the territory. SNADs are not covered so sellers are forced to accept refund upon return. Just keep focusing on the next sale. Its the pits but it is what it is.

 

You can report that buyer for abuse of the buyer protection program but that's about it if you got an return item that's as described, or other abuses.

 

Have you tried appealing these cases?

 

Also, PayPal do what it does to avoid chargebacks/reversals which would cost you extra for PayPal to handle and take a long time to resolve, up to 75 days so it is in your best interest to accept PayPal's decision. Because what if you won, and then the buyer won't take no for answer and files with their financial institution? PayPal takes the money out again pending outcome of reversal/chargeback case. That's time needed to deal with the dispute and extra costs. If its a SNAD reversal/chargeback claim, you won't be protected.

 

Click "Legal" at the bottom of the page and select your country to access the PayPal User Agreement. The seller protection program can be found there.

 

If selling internationally, the buyer protection terms based on the buyer's location also applies to you as a seller.

 


Kudos & Solved are greatly appreciated. 🙂
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Webmithras
Contributor
Contributor

The same things happen with me as well. After giving valid evidence dispute is in favor of the buyer. One more major thing is we have given service to the client and mentioned in the dispute as well but still it is treated as like sales. This is our first experience with PayPal which is very horrible and thinking not to use for further transactions because it is not seller-friendly.

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