Item Not Received from Dick Smith. Dispute with PayPal. PayPal Wants Me to Get Police Statement

jaylee88 on 01/02/2016 - 20:35

Hi there

I bought something from Dick Smith online some months back. Package was delivered with 1 item missing but paid for. I tried to contact Dick Smith but they just kept apologizing and saying they will sort it out. After 1 month of no response I raised a paypal dispute. Seems to be pretty straightforward right usually paypal takes care of you. but now they got back to me for the following.

"In order to continue this investigation, a police report must be filed with your local law enforcement agency and a copy of the report must be faxed to PayPal.

Contact your local police department and obtain a police/incident report. This report should be on the law enforcement agency’s letterhead or stamped police documentation and clearly explain the details of your issue. This documentation must include the department/officer’s contact information, the reporting officer's name, badge number and signature."

ridiculous eh? are they just doing this to get people off their back?

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  • airzone on 01/02/2016 - 20:48
    +9

    Call the police because DS didn't ship everything? I think they're trying to blow fluff up your arse knowing that they probably won't be able to extract their money back from DS if they approve the claim..

  • oscargamer on 01/02/2016 - 20:59
    +6

    what's the offence ?

    at best a civil complaint

    australian police will only take a report when a criminal offence has been alleged or committed

    phone paypal, have a chat and go from there

    • ChickenTalon on 01/02/2016 - 21:41
      +1

      Exactly. Go to the police over a dispute with a retailer….. Riiight.

      I had this requested of me when a seller sent counterfeit DVDs. I discovered there is no way to report counterfeit DVDs on a small scale. No police organization cares unless it's on a manufacturing scale. Even then they only seem to take referrals from other agencies.

      Then they said I had to take them to an expert assessor. Unfortunately for me I had paid with credit in my paypal account so had to persist with their idiotic demands. Eventually resolved after sending them video and screenshots and heaps of back and forth. And letting them know they had asked me to break the law by sending counterfeit goods through the postal system.

    • [Deactivated] on 01/02/2016 - 21:41
      -1

      I don't think you need to allege a criminal offence to make a police report, eg car accident with no one else involved, some insurance companies will ask for a police report to process a claim.

      It's easy enough to make a police report, just time consuming.

      If they insist on a criminal complaint, you can go with theft or mail tampering or fraud.

  • CyberMurning on 01/02/2016 - 21:29

    how come we have different result? my case:
    bought early nov 2015 online from DS, 3 items total. two got shipped one not. after administration news broke out, they sent me email says no stock, no refund. i went to paypal and dispute. 3 weeks later i got the refund plus all the shipping cost. not even single question asked by paypal. they just say your claim is succesfull. hehehe

  • ChickenTalon on 01/02/2016 - 21:35
    +3

    Wtf

    PayPal probably don't want to end up with more money owing to them form a collapsed business, and are making it hard by skirting their responsibilities. What a joke.

    How did you fund the PayPal transaction? If it was with a CC then tell PayPal you'll be exercising your chargeback rights in a few days. Usually gets satisfaction as charge backs are a PITA for them to deal with

  • whooah1979 on 01/02/2016 - 21:37

    the item missing may be of greater value than the rest of the items from the order. e.g ordering an iphone and receiving all the standard accessories but not the iphone vs receiving the iphone but missing a usb cable.

    edit
    did you open a inr or snad dispute?

    • jaylee88 on 02/02/2016 - 12:34

      SNAD with Missing Quantity. ordered 4 ink cartridges but only received 3 in the bag.

      • whooah1979 on 02/02/2016 - 12:52

        this is indeed a strange request for an item of low value. it could be that pp is trying to avoid issuing refunds because dse has tanked.

  • lysp on 01/02/2016 - 21:44

    Write up a stat dec.

    Go to police station, sign it and get them to witness it.

    Problem solved.

  • pointless martyr on 01/02/2016 - 22:26

    Just reply telling paypal that after travelling an hour and waiting for 2 hours to get an available cop, the police turned you away as they could not help you with such a trivial matter

    Politely ask paypal if any way they can proceed without police statement, or if you should contact your local MP or other higher authority.

    I reckon theyll just cave….what a fine load of crap

    F$&@ paypal.

    • pointless martyr on 02/02/2016 - 01:54
      +2

      Furthermore, a global entity such as paypal should be held accountable for taking up local police resources - effectively they are increasing local crime by taking cops time away from problems in the real world

      Where is their social responsibility?

      F$&@ paypal.

  • Randxyz123 on 01/02/2016 - 23:12

    Go to your local police station and say something like "sorry to bother you with this…" and show them the email…

    Get who ever is in charge to write something saying either

    "We don't deal with this sort of thing" or do the actual report like they requested.

    It is a police matter if according to Dicksmith it was packed in the package and not there when you received it. That would mean someone stole it.

    Otherwise maybe a police witnessed stat dec could be enough?

    Out of interest what did you order?

    Have you got email records with dicksmith with them apologising and saying they'll sort it out?

    • jaylee88 on 02/02/2016 - 12:38

      I ordered 4 ink cartridges but only received 3 in the bag. dick smith email help are useless. they didn't apologise just say they will follow up.

      • Randxyz123 on 02/02/2016 - 15:15

        Alright. So go and do a stat dec. Send that to paypal along with emails assuring you that they will follow up.

        Personally I'd be on the phone to PayPal every day demanding my money back. The main reason they can't give it back is likely because Dick Smith is broke and they can't get the money back from them.

        Best of luck but unfortunately I don't think that money will be paid back…

  • DrDollar on 01/02/2016 - 23:12

    Wow how frustrating. May we know the ballpark figure PayPal are quivering over potentially losing considering DSE's situation?

    Does PayPal have a Facebook page or other social media page you may be able to post on regarding your dispute? Something short and logical might be helpful for you.

    You would be surprised what a social media complaint can do - A bit of bad publicity can often be enough for the business/company to take some action rather than deal with any hassle and justification somewhat publicly.

  • msmhw on 02/02/2016 - 00:24
    +2

    Call your bank/credit card company and request charge back

  • argonide on 02/02/2016 - 00:54

    I think PayPal make things up as they go along. My brother had the same problem, item missing from a Dick Smith order. Dick Smith resent the item, which was lost by Toll. He opened a claim, and PayPals response was:
    "After careful review, we have determined that you are eligible for a refund. To qualify for this refund, please ship the items whose claims were granted back to the seller in their original condition and keep your tracking information."
    He called them to explain that he cannot return something he doesn't have, PayPal refunded the item cost to him but closed the case in favour of Dick Smith.

    • WT on 02/02/2016 - 13:08

      Paypal have a history for making up rules to suit them as they go along, this was before ebay purchased PP and the "tradition" has continued.

  • StuffnStuff on 02/02/2016 - 08:21
    +1

    You need to call paypal. You will get through to front line staff who will follow the paypal rules and tell you the same story. Insist on speaking to their manager/supervisor if you get no where. I had a similar problem, ordered a Watch, received a piece of string. Paypal were adamant I had to send the string back to the seller to get a refund. The return address was not real…nothing more than a Street name in a city in China. It would never have got there. The front line staff were still adamant I had to send it so I insisted on speaking with their manager. Problem solved and refunded within 10 minutes. If they insist they need some documentation get a standard declaration signed. Easy to do, just need to find a JP to witness it.

    • bluedufflecoat on 02/02/2016 - 08:48
      +4

      literally a piece of string?

      • StuffnStuff on 04/02/2016 - 09:20

        Yep a piece of red string ! The scammers know that the buyer will raise a dispute and that they have to receive the item back before they have to refund. It's all part of the delay tactic I think. Paypal insist you send the item back registered post. Takes a week to get there, then failed delivery and is returned to sender…another 2 weeks or more pass, in the meantime the scammers empty their paypal account. The item was basically a Polar heart rate monitor watch. They had about 80 available for $90 each. they were going like hot cakes so no doubt lots of others were being caught out too.

        • bluedufflecoat on 04/02/2016 - 09:30

          That is crazy! Thanks for sharing your experience.

    • jaylee88 on 02/02/2016 - 12:35

      wow that is crazy. they might as well send you a picture

  • StewBalls on 02/02/2016 - 10:24
    +2

    I certainly hope they're not referring to your local state police???

    A matter like this would more likely fall within the purview of the Australian Federal Police, or at a pinch, ASIO…well, that's if Interpol is not already busy.

    /s

    • blitz on 02/02/2016 - 10:47
      +2

      Could Greenpeace get involved?

      • StewBalls on 02/02/2016 - 11:06
        +1

        Sure, if the item involved was some sort of ocean-going mammal, I don't see why not! ;)

  • kima on 03/02/2016 - 07:41
    +1

    Paypal can be silly at times, if you get nonsense from them lodge a complaint with the financial services ombudsman and then they take you seriously. They are just trying to make you go away.

  • A-boy on 04/02/2016 - 12:48

    paypal are asking more question to those customer who are making refund request often. so be careful because lots of customer are calling paypal saying i haven't received my item even actually they had already received it

  • DirtyBoots on 22/02/2016 - 14:05

    Wow. I had pretty much the exact same issue with PayPal. tl;dr - they didn't pay up.

    A week ago I got the request to send in the police report. I replied the same day with: "Hello. In this situation, I am unable to obtain / file a police report. The company, Dick Smith Electronics has gone into Administration. I have attached the last email to this case (under my paypal account online) from them stating that they would not be providing the product that I purchased, nor would they be providing me a refund. Please let me know if I can provide any further information."

    Yesterday I received this: "After careful consideration, we're unable to decide this claim in your favour at this time. We didn't get your documentation in a timely manner."

    I responded on the same day!?!?!

    Grrr…..

    • SnoozeAndLose on 22/02/2016 - 14:12

      Please escalate this to FOS, they will be able to help. Paypal is hopeless.

      • DirtyBoots on 22/02/2016 - 14:17

        Thanks. Out of interest, if I paid with a CBA issued Mastercard (via PayPal), would they be likely to cover the refund?

        • jazoom on 22/02/2016 - 16:25

          A few years ago PayPal wouldn't refund a fraudulent charge to my Credit Card of about $650 for the purchase of an "orange ox". They kept saying they would, but they had absolutely awful service and never did anything they said they would.

          After many months passed I submitted the evidence of my discussions with PayPal to CBA credit card branch and it wasn't long before I had the money refunded to my account.

          Screw PayPal. Give them a charge back.

        • DirtyBoots on 23/02/2016 - 12:03

          @jazoom: After I followed up on my message regarding the premature closing of my case: "We apologize for the inconvenience our request may cause. However, as an internet-based business we are unable to review the items in question. To continue our investigation, we need documentation that supports your claim. A police report with your local law enforcement agency must provide the documentation. This standard procedure allows us to decide the outcome of the case with confidence and issue a refund if necessary."

          So much failure…

        • Love a bargain on 23/02/2016 - 13:42

          @DirtyBoots: File a charge back with CBA and let CBA deal with them.

        • DirtyBoots on 23/02/2016 - 22:22

          @Love a bargain: Yeah, going down that path tomorrow. Just thought I'd share ;-)

        • Love a bargain on 23/02/2016 - 22:33

          @DirtyBoots: Good luck with that. Hopefully CBA would be more reasonable.

  • sagitox on 07/03/2016 - 18:53

    That's mental! From both Dick Smith and PayPal!

    I often try to get Click and Collect as often as I can from Dick Smith, Big W, etc. Just so you know you get everything you ordered. But I understand sometimes it's not possible to get C&C. The item may not be available for C&C, the location of the collection might not be suitable or some other issues.

    PayPal I've had alot of luck with in the past, when I have not received an item from eBay or it's not as described. Every time I've opened a case, I've won. I've either won a partial refund or a full refund. I've never been asked to file a Police Report though. How strange. I would contact PayPal again via Email, Online Help or my Phone. That doesn't seem right! It's plain and simple. You ordered something, paid for it, didn't receive it. You should get a refund from Dick Smith (through PayPal) or they should get you the item you ordered. Stat! No excuses! I hope you get it all sorted out!

    • jaylee88 on 07/03/2016 - 18:57

      In principle its wrong on many levels. but practically it was only $10 so wasn't worth the time for me to go chase up. Dick smith did not reply to another of my enquires. and because i didn't get the police report they closed the case in dick smith favour. so yea now i know paypal is not as reliable as it used to be.

      • sagitox on 07/03/2016 - 19:01

        :( That's terrible. Was this before or after they went belly up?

        • jaylee88 on 07/03/2016 - 22:20

          i ordered in early december. and only got a final decision from paypal late feb.

          "We've now completed our review of your case. Unfortunately, we were unable to decide this case in your favour. If you wish to pursue this further, we encourage you to contact your seller directly for resolution."

          Yea right like that'll work!

  • aussieprepper on 07/03/2016 - 19:29

    Yes PayPal gave me the run around for months with my missing items. In the end after many phone calls and not getting what I was owed fully. I got some money back. Seems to me that PayPal always sides with big business…

  • WT on 08/03/2016 - 14:29

    Paypal paying by CBA CC, you have whats called a double whammy.

    Paypal lead you to believe you are protected by as a buyer, but if the account is zero, they can not do anything. This is one of the reasons why there was a massive class action early on.

    CBA has very iffy business practices. A couple of years ago a rogue investment banker, their CC chargeback (or lack of) features. Basically, these guys are always in the news, or on ASIC radar, yet you guys still do business with them. My partner banks with them, I told her how bad they are and always point out when they are in the media, she still banks with them stating "they haven't ripped me off yet"

    Basically, I dont know anyone who has gotten a rightful charge back with CBA

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