PayPal Community

I purchased a vacuum cleaner using PayPal credit, it was described as easily manoeuvred  and lightweight  when the vacuum cleaner arrived it was much too heavy for me(I have a disability) and I immediately made arrangements to return it. Despite having evidence of postage and evidence from the courier that it was delivered to the seller,the seller states that they haven’t received it. I therefore opened up a case with PayPal, but the only category available to me under Buyers Protection is “not as described “. I submitted all my evidence to PayPal but they have filed against me, stating I don’t qualify for the “not as described “ criteria and therefore do not qualify for buyers protection. They have not given me an option to appeal their decision, though I have messaged and asked them, but most organisations automatically offer an appeals system.So not very accountable. I guess the next step is the financial ombudsman, but this can only be pursued once there is a deadlock, so I need to hear from PayPal whether they have an appeal system or are we at deadlock. I have been with PayPal for many years and even have a PayPal credit account,and over the years have found them supportive.I don’t know if it’s because the UK are  now out of the EU,but something has definitely changed.I certainly don’t feel protected by them anymore and in future will pay by credit card,  where I know I will be protected  from rouge sellers, also Close my PayPal credit account with them .Goodbye PayPal    ... View more

I totally agree.In terms of live chat,I have been informed via this topic that when you phone Paypal,don't choose any options from their menu,just keep saying "agent",and someone will eventually answer.This is a very hidden service of course that Paypal do not advertise,its about time they got their act together and offered a better customer assistance service.   ... View more

thanks for that useful information.Cheers ... View more

I tried that,but just got a menu and automated responses,there was no stated option for actually speaking to someone.When I telephone my bank I just press the hash key to speak to someone,other agencies tell you to hold if you want to speak to a customer advisor. ... View more

Thanks for taking the time to respond and sharing your own difficulty with me about Paypal I have had a response from Paypal,stating that my refund will be in my paypal account on the 29th,but I will not be confident about this until I actually see it there. Its quite ironic that this should happen now just after I completed a Paypal consumer survey,and because I have not had problems before I scored them high,I wish I could claw back that survey,since my scoring would now be different.Its obvious that receiving a partial refund is a complexed procedure for Paypal,and I feel its in the favour of the seller and not the buyer. I will be taking this issue up with my MP- David Blunkett in the hope he will raise it in Parliament,because I feel this is yet another agency that lacks transparency,and the consumer support is terrible,especially when you are unable to speak to a "real" person. This issue has caused me a great deal of anxiety,which could have been avoided,if I could have spoken to a "real person".So for the sake of my mental health,I am considering shopping on the high street and not using Paypal in the future. I do hope you get your issue resolved. Regards Denise ... View more

THANKs for your response,I paid the seller via my paypal account,so I expect the refund would go back to my paypal account.The refund had been pending since the 17th,then put on hold,then yesterday received email from paypal stating the refund is completed,my paypal account show complete,but the money is not in my paypal account? I am getting worried now!!l ... View more