Not Ebay But Retail Problem

anotheruser

Here's a breakdown:

Bought an item from Germany (£150+)
Used PayPal to pay
Item not delivered
After a month of emails back and forth between the seller, buyer and courier, the courier has admitted they lost the parcel.
Note: The seller started to ignore emails for around a week during this time.
Seller said they would refund through PayPal.
Five days on, seller still not refunded.

PayPal would only look at refunding the part that came from PayPal funds.

The part that came from my bank was taken as a Direct Debit, and thus they say a chargeback cannot be initiated.

PayPal say they can't even reverse the payment as the seller technically didn't do anything wrong (they sent it to the right address). PayPal haven't yet seen the letter from DPD saying they lost the parcel.

Still no refund and the seller is simply ignoring my emails.

Anything I can do?

theonlywayisup

Can the seller prove delivery via an online trackable means?

Did you pay for the entire amount in one payment?

anotheruser

They have tracking details from DPD, but DPD now accept that despite me saying "leave in safe place", they delivered to a neighbour who says they don't have the package.

I paid via PayPal, so it paid the whole amount in one go, but part PP funds, part bank funds.

However the bank funds show as a direct debit as I thought I was doing what PayPal wanted by including my bank details in the "wallet". However, now I see what they've done, so I've removed it and now all payments get taken from my card, which then I would be able to perform a chargeback on.

I don't know if it's worth calling PayPal, telling them the bank DD problem, but saying that the courier has admitted fault and I have a document showing that.

DoaM

anotheruser wrote: »

The part that came from my bank was taken as a Direct Debit

How? Did you set up a DD mandate with the seller? If yes then you could instigate a DD claim for the funds to be returned.

Or did you mean you paid that part by bank transfer?

Edit: clarified above.

theonlywayisup

anotheruser wrote: »

They have tracking details from DPD, but DPD now accept that despite me saying "leave in safe place", they delivered to a neighbour who says they don't have the package.

I paid via PayPal, so it paid the whole amount in one go, but part PP funds, part bank funds.

However the bank funds show as a direct debit as I thought I was doing what PayPal wanted by including my bank details in the "wallet". However, now I see what they've done, so I've removed it and now all payments get taken from my card, which then I would be able to perform a chargeback on.

I don't know if it's worth calling PayPal, telling them the bank DD problem, but saying that the courier has admitted fault and I have a document showing that.

What does the tracking say. You are getting bogged down in the detail and perhaps confusing the Paypal reps who are rather more used to a simple version of events.

As you have paid in one payment (despite how it was funded from source) you are covered for buyer protection. I assume this was a tangible item and isn't on the prohibited list.

In simple terms, what does the tracking say exactly?

bris

So did the lose the parcel or leave it with a neighbour? You seem to be saying both but it can only be one or the other.

anotheruser

Sorry, DPD says they left it with a neighbour. The tracking shows the same.
However, as my neighbour says they don't have it, DPD have now said they have lost it.