Marketplace
Hi all,
Now I understand why so many people have been complaining about Paypal's buyer protection policy…
A case opened against me on Paypal (the first in ten years) has just gone in the Buyer's favour. Therefore, the case is closed and the Senior representative I spoke with was unwilling to help based on the following reasons.
I received a message via Ebay, from the Buyer, saying that she would open the case and that she was sure it would go in her favour. In this message, she made a subtle threat (which was agreed upon by a Paypal employee I spoke to last week over the phone) implying (in a roundabout way) that my account could be closed if I didn't comply. I contacted Paypal to voice my concerns and I was asked to send a copy of that correspondence, which I did.
She lied to Paypal, saying that I instructed her to contact them but I did not.
I believe she lied to me saying that she didn't think Paypal would recover the money from me.
She admitted in the message that she ascertained that the vases broke whilst in transit and that it was not my fault.
I contacted Paypal saying that I've never had a problem in ten years sending fragile items and that I always pay for Insurance when I buy something fragile and she should have to. I stated that I can't personally travel with the item (in this case to the U.S.) to safeguard the package.
I was then sent an email from Paypal (apparently automated although the case was clearly under review) saying that she had to send the vases back to me within ten days and if they reached me in the same condition she received them in, she would be reimbursed. Note, she bought them via Seamail, so doing this would mean she would be out of pocket because she would have to send them via Airmail to reach me in time.
I then received an Ebay message from the Buyer saying she had thrown the item away and asked me if she could send me an empty box and lie to Paypal and say that I received the item, so she could be reimbursed. Hilarious.
I called Paypal about this and was told by an employee that there was an update and that they had received the same information (about the discarded item) and that there was a 99.9% chance the case would go in my favour. I was asked to send a copy of that correspondence, as well, which I did. I was led to believe it would be pertinent.
I wake up today to discover that the case had gone in the Buyer's favour.
I proceed to call Paypal to find out why and was told they had received photos of the item and that since the item was broken it could not be sent back to me. They already knew it was broken before, though, when they made the dicision to have her return the package. (Interestingly, the first thing they told me is to contact Aus Post to get compensated which is exactly what the Buyer had suggested I do in a previous message to me - it's almost like she was manipulatively prompting them).
I explain to Paypal that they sent an email saying she had to return the item and that an actual employee had reiterated that and the Supervisor said they changed their mind and they had every right to do so. Their reasoning was it was too difficult to send back broken pieces of pottery (forgetting the fact that they were already aware that she'd thrown them away).
I explained that that the messages I received from the Buyer should indicate what sort of person I was dealing with and was then told that I need not have ever sent those messages in which she was making subtle threats, was patronising me and the other message where she asked me to lie to Paypal; that it was not "valid proof" (even though they were sent to me via Ebay).
I'm basically pleading on the phone for assistance but am just told that the initial decision to make the Buyer send back the item (which apparently is part of the Buyer Protection Policy) is meaningless. That Paypal can basically do whatever they want.
I'm told I can escalate it by contacting the ACCC and it was suggested I call Australia Post to make a claim, so I could be reimbursed, as well.
I contact ACCC but they are too busy to accept my call.
I contact Aus Post and ask about making a claim. They say I need to bring them the item so they can make an assessment. I then explain that the Buyer threw away the item and am told there is nothing they can do.
I call Paypal back and speak to the same Supervisor who reiterates that the decision was final and to escalate if I wanted to via ACCC or a similar legal avenue. I am told in no uncertain terms that have "their own legal team" who will answer any such challenge.
Is there anything I can do? I'd greatly appreciate any help and if anything, I hope people see just how ludicrous Paypal and Ebay have become.
Cheers
financial ombudsman submit all evidence and should be taken care of. Paypal are a joke.