The sale my company made is eligible for seller protection, which currently seems unfit for purpose and an unfair trading practice.
A buyer opened a dispute case stating product not delivered, this is because DHL lost one of the 3 packages, the buyer stated they received the other 2 packages. At my own cost in both product cost and shipping cost, I sent a replacement package to the buyer, the buyer kept the case open. PayPal updated the case and gave me 2 days, over a weekend, to submit proof of delivery for the resent package. The 3PL logistics company was not working on a weekend and therefore I couldn't get proof of delivery. PayPal closed the case at midnight Sunday night finding in favour of the buyer and refunded $725.86 USD to the buyer. I subsequently have signed proof of delivery but there is no way to open an appeal. This is quite absurd PayPal, not only am I out of pocket for the second product cost and shipment but you then incorrectly took $725.86 USD from my account and refunded to the buyer who has received the goods and signed for them. I have proof and I have sent it to your support team in Hong Kong, along with official request for appeal, within the 10 days, but nothing seems to be moving on this matter.
The case ID is PP-R-LJX-484863358
As stated, this is eligible for seller protection, not only does the sale state this inside of PayPal, but I have also read your seller protection legal terms and everything falls within this.
This should be a simple overturn of the incorrectly closed case as I have demonstrated signed proof of delivery. If you don't overturn it then basically you are stating that the seller protection is false and not fit for purpose, and therefore you are committing unfair trade practices, which means that PayPal Hong Kong Limited have breached Hong Kong law, specifically Trade Descriptions Ordinance (Cap. 362), Part 2B Unfair Trade Practices 13E.
Please have someone look into this at the earliest to save us all time and effort thanks.
You shouldn't punish small businesses like this, we've all had a difficult time during COVID and are trying to grow out of it, please help the small businesses and entrepreneurs, who I'm pretty sure make up a large amount of your business.
Best regards,
Mark
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