Hi all,
Twice now, similar occurrences happened to me in the span of 2 months.
This morning, I woke to PayPal siding with the buyer.
Long story short:
A US buyer on eBay purchased a big ticket item (over $650 CAD). He claimed that he received it broken and wanted a partial refund. We instead ask that he return the item back to us, and I provided him the funds to cover his shipping cost.
He then said that he actually got it repaired and just preferred keeping it, and insisted us to just partial refund him ~$300 for it.
I naturally refused, but in good will I said that even though the item was altered which voids all guarantees, he could still return it and I would check out the state of the device when I receive it back and would still refund him an amount at my discretion (with a restocking fee, if the device was altered in a negative way).
He never replied, and after a few days just provided a USPS tracking number to eBay. The tracking number was marked as "delivered" but I never actually received it. I called USPS to validate if the delivery address was the same as mine, and they said that it wasn't. So I immediately call EBay and got the case closed in my favor on the basis that the item was altered which voids their guarantee. eBay closed it in my favor. I then messaged the buyer and told him that we're still willing to help, but he needs to validate the address he used for the return. He never replied.
After a day, the buyer just opened a PayPal claim and said that he returned it with the tracking. I provide evidence that this item was altered and that the case was close in my favor. I also mentioned that the buyer's tracking number was not to my address.
The buyer never provides further proof of delivery other than that tracking, which is not destined to my address.
After many days of "reviewing", PayPal just closes the case in the buyer's favor and provides him a full refund at my expense.
I'm baffled by this. Hasn't the buyer voided his protection two times?
1) by altering the device
2) by return shipping it to the wrong address
My account pays thousands of dollars every month in fees, and I get scammed just like this.
I'm sick and frustrated to say the least and want to fight back this time. How can I get PayPal to appeal this in my favor?
If someone can provide good steps for me to take, I would appreciate this.
Thank you,
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