Hi, I'm UK based and made paid a lot of money via a Paypal invoice for a computer (£12k). It was shipped to me by a 3rd party not the reseller/invoice sender directly.
Unfortunately, it turned up damaged and only partially functional and needs to be returned. I've been communicating with the seller, via discord, to resolve the issue and to be fair they have been responding well. However, each time I make a request for information from the US based reseller, he needs to talk to his supplier in Hong Kong so there's significant delays.
I'm told that the device must be returned, most likely to the supplier in Hong Kong and, initially, at my expense. Though the reseller tells me they will refund this cost and pay for the inconvenience. My concern are as follows: -
1) I'm looking for a replacement rather then just a refund so I'm reluctant to simply initiate a paypal complaint for a refund. Do I need to worry that there is a time scale limit here? I assume that Paypal would prefer that I deal with the supplier without their involvement if possible and he is replying.
2) It has been days since it arrived the days are ticking up (delivered 31/10/22) and so we're on the 6th day already due to communication delays. I worry I'm going to lose insurance cover for the transaction with the delays.
3) It is highly likely that the supplier is going to ask me to send this to Hong Kong, to his supplier, rather than the reseller's address in the US. If I do this could this be a problem as far a Paypal transaction insurance is concerned?
4) If I send the device back, what is to stop them saying that I sent an empty box back? I can take pictures and the weight is an indicator, but I've heard of horror stories about this kind of thing and that Paypal don't spend much time on these kinds of issues. but this is a lot of money we're talking about and worse yet, it's China.
5) The reseller says they will refund the shipping costs and sending me compensation but what's to stop them saying no.
6) I had to pay import duty on the initial import and if I send it back and get another there will be more costs, I assume.
7) Maybe I should just initiate the complain procedure now despite getting reasonable feedback from the supplier? Just to protect myself? Does this add extra costs or is this likely to reduce scope for them sending me a replacement for the same price (as in if it costs them it might ruin remaining good will).
Apologies for all the questions but I'm a little new to this side of things and it's a lot of money to me and I see a lot of scope to get **bleep** over.
Thanks in advance!
