Made a PayPal payment but PayPal says I am not protected?

BartyBoy

unholyangel wrote: »

What were the leaflets for and why couldn't you use the ones provided?

The booklets were for an event last week.

I think the main issue is, the printer did not follow my instructions and requirements to produce and deliver what I have ordered and paid for. It is not up to me to change my plan to accommodate their fault.

wealdroam

BartyBoy wrote: »

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.

Right, let's go back to basics.

You bought some goods from a printer and paid by Paypal.

The printer didn't supply what was ordered.

Your dispute is with the printer.

Paypal have done all you asked of them... accepted your money and passed it to the printer.

You did not realise Paypal don't offer buyer protection for this type of transaction. Not Paypal's fault. It certainly does not mean that Paypal have removed any of your rights.

Letter Before Action to the printer looks like your best course of action.

This CAB webpage may help with the LBA.

wealdroam

BartyBoy wrote: »

I suppose it means if anybody buys something custom-made on eBay, buyers will not be protected by PayPal too… absolutely shocking policy!

Whether Paypal's policy is 'absolutely shocking' or not is irrelevant.

The point is that it is a policy that you accepted when dealing with them.

Anything that Paypal offer by way of buyer protection is in addition to your statutory rights and they are certainly not removing any of those rights.

BartyBoy

Scrootum wrote: »

cannot see why you believe Paypal are in any way liable in this case. The exclusion is pretty clear.

I did not say PayPal is liable to this transaction. I contacted them to seek for help, but they turned round to me to say they couldn't help because I am not protected by their exclusion policy.

I am not asking PayPal to pay for the money on behalf of the printer, all I want them to do is to help me (such as look into the matter effectively and fairly). Like I explained before, if I was being an anal to reject the prints after the printer has provided everything I asked for, then I can see PayPal's point of view.

If you have a problem with a purchase, apart from the merchant, wouldn't you go to the credit card company to seek for help?

BartyBoy

wealdroam wrote: »

Whether Paypal's policy is 'absolutely shocking' or not is irrelevant.

The point is that it is a policy that you accepted when dealing with them.

Anything that Paypal offer by way of buyer protection is in addition to your statutory rights and they are certainly not removing any of those rights.

So in your words, it is right for PayPal not to look into my case?

BartyBoy

I think the best thing to do is for me to ask here, if it was you in my case, what would you do?

wealdroam

BartyBoy wrote: »

If you have a problem with a purchase, apart from the merchant, wouldn't you go to the credit card company to seek for help?

If I had paid by credit card, then yes of course I would.

That is for one of two reasons:

1) Section 75 of the Consumer Credit Act makes the card issuer equally liable for performance of the contract if the purchase is over £100.

2) Most Card issuers have a chargeback policy which can be invoked when things go wrong.

Did you pay by credit card?

In your situation I too would ask Paypal if they could offer help.
When they tell me that they offer no protection in this type of case, I would accept that* and either write off the experience or look for another method of recovery.



*I would probably scour their T&Cs for confirmation first.

wealdroam

BartyBoy wrote: »

I think the best thing to do is for me to ask here, if it was you in my case, what would you do?

I've already answered that in post #17:

wealdroam wrote: »

Letter Before Action to the printer looks like your best course of action.

This CAB webpage may help with the LBA.

Whether that is worth doing depends to some extent on the value.
You need to decide.

BartyBoy

wealdroam wrote: »

Whether that is worth doing depends to some extent on the value.
You need to decide.

Thanks for that advice.

The other thing I didn't mention here is that, I know a written letter is a proper way to make a complaint. I have already emailed the printer three times to explain the problem, why I cannot accept their offer, why I rejected the order and why I seek for a full refund.

Will that be OK to repeat what I wrote on the emails on a written letter?

wealdroam

BartyBoy wrote: »

Thanks for that advice.

The other thing I didn't mention here is that, I know a written letter is a proper way to make a complaint. I have already emailed the printer three times to explain the problem, why I cannot accept their offer, why I rejected the order and why I seek for a full refund.

Will that be OK to repeat what I wrote on the emails on a written letter?

Look at that CAB webpage.

In there it actually tells you what to put in the letter, but briefly you need to sate the problem, what you are claiming, when you expect them to provide the solution and what will happen if they do not comply.

There's a sample LBA in there too.