Paypal have taken a £15 fee from my refund

princessmoneysaver

:mad: This is the email I have just got from Paypal regarding a missing item & seller being very unco-operative

We have completed our investigation into the claim detailed below.

We've reviewed the evidence in this case and decided in your favour. As a
result, we have recovered funds from the seller, and 18.52 GBP has been
credited to your PayPal account. This is the maximum amount covered by
PayPal Buyer Protection.

If your claim was for more than the amount covered by PayPal Buyer
Protection, you are entitled to be paid the balance of the claim by the
seller. We will make our best effort to recover the balance from the seller.

Please be assured that we will take appropriate action against the seller
if the seller's account has insufficient funds to complete the refund owed
to you.



The price I paid was £33.52 inc postage so it looks to me like Paypal have started taking £15 from refunds over a certain amount. :mad:

Sugar_Coated_Owl

Perhaps there is a processing fee?

zzzLazyDaisy

It doesn't read like that to me.

I understand it to mean that there is a certain amount that you get automatically through Paypal Protection - like an insurance payout, which doesn't depend on there being funds in the seller's account. Anything over this must come from the seller and Paypal will try to recover this for you.

Hopefully someone will be along soon who knows how these things work, and can clarify it for you.

Sugar_Coated_Owl

I've looked on PayPal and there appears to be a £15.00 processing fee.

Alfie_E

I’m a bit confused. It looks like your PayPal claim has been converted into an eBay claim. For eBay claims, there’s a £15 administration fee. Claims made under the PayPal Buyer Complaint Policy can be automatically turned into eBay claims. From the PayPal Buyer Complaint Policy page:

For eligible eBay transactions, PayPal automatically applies eBay’s Standard Purchase Protection Program.

However, your email suggests that the claim was made under the PayPal Buyer Protection Policy. That policy guarantees you reimbursement up to £500. I can only assume you weren’t eligible under the PayPal Buyer Protection Policy, either because the item didn’t qualify, or you’ve been awarded three claims already, in the past year. In that case, a PayPal Buyer Protection Policy claim is converted into a PayPal Buyer Complaint Policy claim. For a PayPal Buyer Complaint Policy claim, where the seller’s account doesn’t have enough money to reimburse you, this in turn is converted into an eBay Standard Purchase Protection Program claim.

If you paid by credit card, you can submit a credit card chargeback for the remainder of the balance. In paying part of the balance, PayPal have effectively admitted you have a valid claim for full reimbursement.

zorber

Alfie_E wrote:

I’m a bit confused. It looks like your PayPal claim has been converted into an eBay claim. For eBay claims, there’s a £15 administration fee. Claims made under the PayPal Buyer Complaint Policy can be automatically turned into eBay claims. From the PayPal Buyer Complaint Policy page:

For eligible eBay transactions, PayPal automatically applies eBay’s Standard Purchase Protection Program.

However, your email suggests that the claim was made under the PayPal Buyer Protection Policy. That policy guarantees you reimbursement up to £500. I can only assume you weren’t eligible under the PayPal Buyer Protection Policy, either because the item didn’t qualify, or you’ve been awarded three claims already, in the past year. In that case, a PayPal Buyer Protection Policy claim is converted into a PayPal Buyer Complaint Policy claim. For a PayPal Buyer Complaint Policy claim, where the seller’s account doesn’t have enough money to reimburse you, this in turn is converted into an eBay Standard Purchase Protection Program claim.

If you paid by credit card, you can submit a credit card chargeback for the remainder of the balance. In paying part of the balance, PayPal have effectively admitted you have a valid claim for full reimbursement.

Yes i have the same problem and i have just filled in a claim form from my credit card company to do a charge back for the £15. I beleive this has all stemmed from my seller only having a feedback score of 97.9% so below the threshhold to qualify for payment protection.
All in all this is just a scam by paypal and have decided to keep the £15, why they bother i dont know as it just puts users off using paypal by discriminating against some buyer whos sellers have low feedback scores.
so i am just waiting to see if they can reclaim the money.

Though its not often you can have a laff at paypals expense, i have managed to get my own back. Though i wont disclose details as then i may not get an opportunity to do it again.

princessmoneysaver

I didn't do the claim through ebay, I did it through Paypal as ebay is useless athough it seems Paypal are going the same way now. I still have 1 claim not yet finalised so I wonder what will happen with that?

jenniferpa

If this is what Paypal is doing, it will bring it in line with the US setup. I purchased something (not from ebay), paid via US Paypal with a US CC, it never arrrived so after numerous unaswered emails I did a chargeback on my CC. PP was most upset that I didn't use their systems, but as I pointed out, why should I be out $15 for the "privilege" of going through them.

Jennifer

shellsuit

This is naughty and is something I've seen time and time again even though Paypal insist this isn't how they operate.

If a buyer gets refunded their money from Paypal after winning a claim, a few things can happen.

Buyer gets a total refund.

Buyer doesn't get anything as seller doesn't have any funds for Paypal to recover to repay you.

Buyer only has a certain amount in their Paypal account so Paypal can only recover this amount. (ie, you are owed £50 but you only get £35 back)

That last example, I have seen time and time again with people complaining, saying they have had a partial refund from Paypal and Guess what? The amount they couldn't 'recover' from the sellers account amounted to £15.

Is it co-incidental that in so many cases, the amount unable to be recovered is £15 ??

diggergraves

And why does the buyer have to pay to send (by registered post) the 'not as described' item back only then to be told there is not enough money left in the seller's account and no refund for the postage? The whole process stinks!

Also, you cannot ask for refunds after being ripped off for postage. I recently paid GBP 7 for an item that cost GBP 1.5 to send. My claim to PayPal was refused and E-Bay (as usual) were not interested.

Sugar_Coated_Owl

I recently paid GBP 7 for an item that cost GBP 1.5 to send.

Surely you agreed to the sellers postage and packaging costs before you agreed to bid?