I need to talk to a human operator. I am having trouble with an ebay seller dispute.

[Phaenius]

Please, I need to talk to a human operator. I am having trouble with an ebay seller dispute. PayPal automated service is not helping me.

I bought an item from ebay, product is defective, I tried to open a case on ebay, got an error, open a dispute on PayPal. When I opened the dispute, I mentioned on PayPal that I want to keep the broken product and get a partial refund, not because I have any need for it, but because return is very expensive from me to seller. I want to cut my losses. PayPal accepted this and solved in my favor, but now they are asking me to send the unit back and receive a partial refund. This will cost me more money, I specifically said the low ask from me is because I don't want to send the unit back, because it's too expensive for me to ship it back. I have no option to write back to PayPal. What do I do?

Thanks.

[kernowlass]

@Phaenius 

You should have contacted Ebay to help you open the dispute as if the item was defective you would have had a refund and the merchant would have had to pay any return costs.

However Ebay and Paypal buyer protection policies differ. So as you opened a Paypal dispute then the dispute stage is for you and the seller to come to an agreement. In the dispute stage you can accept a partial refund / return if agreed between you and the seller.

If you don't get an agreement then you escalate the dispute to a claim for paypal to decide. HOWEVER if you win then the 'only' option Paypal gives you is to return everything you received back to the seller before getting any agreed refund. They do not get involved in part returns etc that should have been sorted in the dispute phase. 

[Phaenius]

I DID try to open a dispute on ebay, but I couldn't! After I entered proof, SEND button was greyed-out and couldn't send anything. Why PayPal has the option to keep the product and enter a reduced amount of what you paid then? It doesn't make sense. Now I have a bad product and no money and PayPal and ebay won't help me. This is no "money back guarantee" at all.

[kernowlass]

@Phaenius 

If you couldn't open an Ebay dispute then you should have contacted Ebay customer services for help.

As you didn't bother and you opened a Paypal dispute then it would work as per my first post.

Buyer protection is not a 100% cover for everything so you have to read up on how it works and then risk assess your own purchases based on the cover offered.

[Phaenius]

I did "bother" to contact them, but there is no email address, no phone, just an automated bot that circles through the same circular menus. I sense an annoyed tone in your message for what I see no reason.

[kernowlass]

@Phaenius 

ok, bye then.