PayPal refund question

Uncertain

I bought three items from an online retailer and paid with PayPal.

One item was faulty and, as the firm were not very helpful, I raised a PayPal dispute for the price of the faulty item plus postage both ways. I returned the item with online tracking.

The firm did not respond to the PayPal dispute but started to correspond via their website "support" system. Presumably spurred on by the fact PayPal had put a hold on their money!

Eventually they agreed to refund but, by accident, refunded the whole of the original order not just the faulty item plus post!

The refund automatically closed the PayPal dispute - PayPal did not give me any option.

Probably stupidly I felt it only fair and honest to let the firm know. They have now sent a PayPal invoice. However this only "credits" me with the cost of the faulty item and not the postage.

Presumably I can argue that they had accepted my full claim and insist that they only charge me the difference between my total claim and the original bill?

I hope I've made this clear - any advice would be welcome.

terra_ferma

Uncertain wrote: »

I bought three items from an online retailer and paid with PayPay.

One item was faulty and, as the firm were not very helpful, I raised a PayPal dispute for the price of the faulty item plus postage both ways. I returned the item with online tracking.

The firm did not respond to the PayPal dispute but started to correspond via their website "support" system. Presumably spurred on by the fact PayPal had put a hold on their money!

Eventually they agreed to refund but, by accident, refunded the whole of the original order not just the faulty item plus post!

The refund automatically closed the PayPal dispute - PayPal did not give me any option.

Probably stupidly I felt it only fair and honest to let the firm know. They have now sent a PayPal invoice. However this only "credits" me with the cost of the faulty item and not the postage.

Presumably I can argue that they had accepted my full claim and insist that they only charge me the difference between my total claim and the original bill?

I hope I've made this clear - any advice would be welcome.

sounds like one of the outlets?
Their policy off-ebay is bound to include postage if you send back a faulty item, it's a legal requirement. Personally I would remind them of their legal obligations.
I'm sure they would not want bad publicity outside ebay....

Uncertain

To continue this saga.

No response from the firm to my email telling them their PayPal invoice is for too high an amount.

Can I reject the invoice from within PayPal and add a message saying why?

Alternative, is it possible to re-open the original dispute which PayPal automatically closed when the firm accidentally refunded too much money?

Any help would be appreciated -- thanks.

chancesare_2

You cannot reopen the dispute.

An option perhaps is to use the SEND MONEY tab on Paypal and input the full details including the amount you know is correct.

Uncertain

chancesare wrote: »

You cannot reopen the dispute.

An option perhaps is to use the SEND MONEY tab on Paypal and input the full details including the amount you know is correct.

Thanks

Given the problems with this firm I'm only prepared to send them money if they cancel the current invoice and issue a correct one.