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Made a PayPal payment but PayPal says I am not protected?
BartyBoy
Posts: 408 Forumite
Following on from my thread here a week ago about a problem I had with a printer, I decided to contact PayPal this morning to seek for help. I am shocked to know that I am not protected by PayPal.
I paid a printer to print me some booklets 2 weeks ago. The order arrived with me eventually, but it turned out the printer only printed and supplied 87% of what I ordered. I was not happy at all, especially I needed the booklets on Friday last week. I couldn't use any of the booklets in the end so I told the printer I rejected the whole order and seek for a full refund. The printer of course refuses to accept my rejection and to issue me a full refund. I had no option so I contacted PayPal as I paid the printer using my PayPal account.
The first person who I spoke to from PayPal said the product I paid for was a physical goods, as a result I was protected by PayPal's buyer protection policy. This PayPal staff asked me if I wanted to file a dispute online or on the phone with the claim team. I chose to speak to the claim team.
I explained to the claim team what has happened to me. This girl from the claim team said she needed to check with her manager to find out whether I was protected or not. I was put on hold for a couple of minutes then the same girl came back to me to say I was not protected by PayPal due to the fact that the goods which I bought was 'custom-made'. I was very shocked to be honest!
I explained to this PayPal staff that I did not receive what I have paid for, surely that has fallen on to the 'item as not described' policy, so why does it matter even it is a custom-made item?
If the printer took the full amount of my money and only sent me 1 booklet, does that mean I should still accept the wrong quantity supplied by the printer? It makes no sense or whatsoever to me.
PayPal can argue it is their terms and conditions, and they also argue I have agreed to the Ts & Cs, but surely in this occasion they cannot use 'custom-made' as an excuse to limit my buyer protection. I chose to use PayPal in the first place simply because I believed that I was protected by PayPal, especially when PayPal sees the Buyer Protection is a major priority of the company's policy.
I honestly disagree this exclusion rule of PayPal's.
If the printer has provided everything that I ordered in the first place, then I will agree with PayPal that I have no chance to seek for a full refund, because the printer did fulfil my custom-made order.
But the printer hasn't provided what I ordered and paid for, even it is custom-made, I should still be protected by PayPal and entitled for a full refund (I didn't use any of my order and the order is no longer to fit for the original purpose).
Anyway, based on what I have experienced here, is it really no way I can seek for a full refund from the printer? On top of that, apply to both the printer and PayPal, what consumer rights do I have here?
Many thanks in advance!
I paid a printer to print me some booklets 2 weeks ago. The order arrived with me eventually, but it turned out the printer only printed and supplied 87% of what I ordered. I was not happy at all, especially I needed the booklets on Friday last week. I couldn't use any of the booklets in the end so I told the printer I rejected the whole order and seek for a full refund. The printer of course refuses to accept my rejection and to issue me a full refund. I had no option so I contacted PayPal as I paid the printer using my PayPal account.
The first person who I spoke to from PayPal said the product I paid for was a physical goods, as a result I was protected by PayPal's buyer protection policy. This PayPal staff asked me if I wanted to file a dispute online or on the phone with the claim team. I chose to speak to the claim team.
I explained to the claim team what has happened to me. This girl from the claim team said she needed to check with her manager to find out whether I was protected or not. I was put on hold for a couple of minutes then the same girl came back to me to say I was not protected by PayPal due to the fact that the goods which I bought was 'custom-made'. I was very shocked to be honest!
I explained to this PayPal staff that I did not receive what I have paid for, surely that has fallen on to the 'item as not described' policy, so why does it matter even it is a custom-made item?
If the printer took the full amount of my money and only sent me 1 booklet, does that mean I should still accept the wrong quantity supplied by the printer? It makes no sense or whatsoever to me.
PayPal can argue it is their terms and conditions, and they also argue I have agreed to the Ts & Cs, but surely in this occasion they cannot use 'custom-made' as an excuse to limit my buyer protection. I chose to use PayPal in the first place simply because I believed that I was protected by PayPal, especially when PayPal sees the Buyer Protection is a major priority of the company's policy.
I honestly disagree this exclusion rule of PayPal's.
If the printer has provided everything that I ordered in the first place, then I will agree with PayPal that I have no chance to seek for a full refund, because the printer did fulfil my custom-made order.
But the printer hasn't provided what I ordered and paid for, even it is custom-made, I should still be protected by PayPal and entitled for a full refund (I didn't use any of my order and the order is no longer to fit for the original purpose).
Anyway, based on what I have experienced here, is it really no way I can seek for a full refund from the printer? On top of that, apply to both the printer and PayPal, what consumer rights do I have here?
Many thanks in advance!
0
Comments
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Is this a B2B contract?0
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E-bay is just a joke lately, it has fallen to greed.Be happy...;)0
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spacey2012 wrote: »E-bay is just a joke lately, it has fallen to greed.
thanks for comment but it is not an eBay transaction. It's an online printer selling me some prints directly but i used PayPal to pay, thought i was protected.0 -
Paypal buyer protection excludes custom made items.
https://cms.paypal.com/uk/cgi-bin/?&cmd=_render-content&content_ID=ua/UserAgreement_full&locale.x=en_GB#13.%20PayPal%20Buyer%20Protection
Section 13.3
I have already gone through that bit on my thread and please read my comments to their exclusion policy...0 -
Paypal's policies are a joke at the best of time, they seem to mov the goalposts whenever they see fit,0
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Sorry, I could not find these comments.
I explained to this PayPal staff that I did not receive what I have paid for, surely that has fallen on to the 'item as not described' policy, so why does it matter even it is a custom-made item?
If the printer took the full amount of my money and only sent me 1 booklet, does that mean I should still accept the wrong quantity supplied by the printer? It makes no sense or whatsoever to me.
PayPal can argue it is their terms and conditions, and they can also argue I have agreed to the Ts & Cs, but surely in this occasion they cannot use 'custom-made' as an excuse to limit my buyer protection. I chose to use PayPal in the first place simply because I believed that I was protected by PayPal, especially when PayPal sees the Buyer Protection is a major priority of the company's policy.
I honestly disagree this exclusion rule of PayPal's.
If the printer has provided everything that I ordered in the first place, then I will agree with PayPal that I have no chance to seek for a full refund, because the printer did fulfil my custom-made order.
But the printer hasn't provided what I ordered and paid for, even it is custom-made, I should still be protected by PayPal and entitled for a full refund (I didn't use any of my order and the order is no longer to fit for the original purpose).
0 -
What were the leaflets for and why couldn't you use the ones provided?You keep using that word. I do not think it means what you think it means - Inigo Montoya, The Princess Bride0
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