Paypal ruled against me when I received a damaged goods

jenxie

Dear boards members,

I'd like to get some advice from you about what I can do.

I bought a sculpture on EBay from an Italian seller. It arrived damaged. The seller refused to deal with me and threated to sue Paypal if Paypal is in my favor. I was not afraid of him, since it is a straight forward case, so dealt with Paypal and provided the required docs including a document from an antique dealer to confirm the damage. But Paypal just closed the claim not in my favor, citing:
"
Status

After careful consideration, we're unable to decide this claim in your favor at this time.
The documentation you provided didn't follow the guidelines. Supporting documentation must be from an unbiased third party and on letterhead that includes adequate contact information."


I'm very surprised and also feel I'm treated unfairly. So filed a complaint on the Paypal site. The email came back saying that it would be a month before they contact with me about the result of the investigation. I'm afraid that this is just their delaying tactic.



I am wondering if someone can share his/her experience with me and tell me what I can do to get the justice.



I have checked the Financial Ombudsman site, I have to wait for 40 days after making a complaint to Paypal, before I can contact them.
How about the small claim court? Some posts say that they don't accept cases with Paypal.


Or if someone knows a good service that deals with paypal on my behalf? I've lost trust in Paypal. Would not want to wait and don't believe they will correct it.


Thanks for your help!


Best Regards,


Jen

P

fl4pj4ck

use the chargeback facility your bank offers

jenxie

Thanks for the suggestions, I have appealed using PayPal support phone line, but have not heard from them for a week. So rang AIB card services, now I have initiated the credit card chargeback process.

Should have used the chargeback at the first place. Reading through the process, it is the merchant to be charged for 20 euro process fee and also it is the duty of the merchant to provide documents.

At the same time, I have read a lot of appalling stories of PayPal treating their customers badly. My case is not just an isolated case. PayPal has grown too big and there is no clear definition who regulates it and how it is regulated. I have used PayPal for buying on EBay for years, only heard these stories when something went wrong. Would suggest other users try to use alternative payment options. At least if anything goes wrong, it will be EBay customer support rather than PayPal. Said that, I have no experiences dealing with EBay customer supports. But I can not trust PayPal any more.

Jen

fl4pj4ck

At least if anything goes wrong, it will be EBay customer support rather than PayPal.

just FYI, eBay owns PayPal

jenxie

To update the readers, I opened a complaint with Paypal and after a month, a lady from Paypal rang and said that they reviewed the case and awarded me with the money. What a relief!

Buying on EBay, payment options are very limited...

Jen