Refund problem

LizD_2

A friend bought a mini fridge from ebay before christmas. When it arrived by DHL, she found that the fridge was damaged, although the packaging was intact. She opened a Paypal dispute as the seller refused to refund return postage. Paypal upheld their claim, saying that she hadn't given them a valid tracking number (was sent standard delivery, with insurance) and hadn't used a recognised service, despite this being the most used service on ebay.

She said the item should have arrived around the 10th of February. She's left it a couple of weeks to let the seller sort out the refund for the damaged item yet, but she hasn't had one. She emailed 2 days ago and hasn't heard back.

Should she try againf for a postage refund and is it worth opening another dispute over the item refund?

frivolous_fay

Hang on, I'm confused. Your friend opened a dispute, but upheld 'their claim' - what claim? It's not clear when your friend returned the item...?

One item = one dispute.

smartie1976

You can't open another dispute.
If she won the original she should have had payment already.

LizD_2

She opened a dispute against the fact that the seller wouldn't refund return postage. Paypal agreed with the seller, and refused the refund.

She sent the fridge back at her own cost and it should have arrived with the seller around 10th Feb. However, the seller has not yet refunded the cost of the fridge itself (which they said they would), which was damaged.

frivolous_fay

Sellers don't have to refund return postage. Unfortunately friend now can't open another dispute.

Returned goods must always be sent via trackable method, otherwise there's no proof it's been returned. Paypal will always side with the person who has proof of delivery - and that's the seller in this case.

LizD_2

The thing is, she has provided a tracking number it's Paypal saying it's not valid. She had the P6159 proof of posting from the PO.

frivolous_fay

Proof of posting is not a tracking number - it's proof of postage, not proof of receipt.

soolin

I have never known paypal insist on a refund higher than the original payment, ie item cost and original post and packing.

Unfortunately as fay says parcels are not trackable for paypal purposes but if the item has failed to arrive then she can claim against the postal service she used.

LizD_2

Thanks for your advice folks, I'll let her know.