PayPal Unfair Decision Moan + Advice if Poss

samsmoot

Customer requested eBay refund but I couldn't send a return label as they are in the US and me in the UK. eBay says that the customer needs to post back and they will get refunded (sale was on eBay US with dispatch from the US).


So the customer was unhappy about that - kept insisting I send a label.


Then they opened a case in PayPal. Again insisting I provide a return label, me still providing them with a US return address. Now PayPal have granted the return without the customer returning the item - but it's the reason for granting it that bugs me - PP says it was because I told them that I had received the item, which I most certainly didn't.


It's not the money, or even the principle to some extent - it's the rip-off customer that irks.


They have left 3 negative feedbacks over 5 recent transactions, which suggests bad-mindedness, at least, and they have now got the item and their money back when they shouldn't have.


Why did PayPal say what they did? The case is closed and can't be challenged from what I can see - erroneous reasons given for the refund make me feel rather miffed. I didn't say what they said I did, and the customer didn't do what they were supposed to do.


Like I say, it's not so much the $25, it's the unexpected inaccurate PP finding but more so the fact that the customer managed to walk away with my goods for free.


Can this ever be avoided? Should I have escalated the case with PP before they made their decision? It seems that all a determined customer needs to do is keep on insisting that the seller do something beyond their power and above and beyond the terms and conditions of sale, and they'll get their money back plus free goods.

Pun

Have you phoned Paypal and spoken to them (assuming such a feat is possible...)? Seems very unfair indeed.

samsmoot

Pun wrote: »

Have you phoned Paypal and spoken to them (assuming such a feat is possible...)? Seems very unfair indeed.

I was thinking that I might. They are very good on the phone. But due to the case being closed I'm not sure they would talk about it.


So yes, I may do that, thanks.

samsmoot

I think some people should be put in their place and I am seriously considering some form of legal action against this person. I have no idea if that's even remotely possible, but that's how annoyed I am. If anything it may help slow them down, and prevent future problems for other eBay sellers. Even if I could get a credible letter before claim sent out that may make them think twice next time, but without too many contacts in the US I'm not sure how.


I'm usually happy enough to go along with those that are coming it, to some extent, but this one has gotten me all riled up. I normally take things like this with good humour these days, and try to avoid legal confrontations, but I don't feel compelled to let this one rest.

RFW

samsmoot wrote: »

but I don't feel compelled to let this one rest.

I'd badger Paypal and Ebay if you don't want it to rest, try them on Twitter, that often gets results.
The legal route seems a little overkill in my opinion, especially for $25, unless you're spectacularly wealthy, in which case go ahead.

angryparcel

samsmoot wrote: »

I was thinking that I might. They are very good on the phone. But due to the case being closed I'm not sure they would talk about it.


So yes, I may do that, thanks.

They will take to you even if case is closed and if they see fit they can reopen case, they are great on the phone.

samsmoot

RFW wrote: »

I'd badger Paypal and Ebay if you don't want it to rest, try them on Twitter, that often gets results.
The legal route seems a little overkill in my opinion, especially for $25, unless you're spectacularly wealthy, in which case go ahead.

Mmm...Twitter, eh? Have done it on Facebook with another company and that did work. Cheers for that.


Probably no legal action I can take. Are cross-border civil claims even possible? It's something that has popped up before in my mind. I'd like to know anyway, so I may look into it.

samsmoot

angryparcel wrote: »

They will take to you even if case is closed and if they see fit they can reopen case, they are great on the phone.

Thanks - will probably give that a go.


Yes, they are surprisingly good on the phone. Very helpful and quite efficient. One of the best customer experiences ever when I last rang them.

martindow

samsmoot wrote: »

Probably no legal action I can take. Are cross-border civil claims even possible? It's something that has popped up before in my mind. I'd like to know anyway, so I may look into it.

They are relatively easy within the EU (for the next 18 months or so, anyway). However, as with claims here, it is not worth it for small amounts and 'winning' the claim is not the same as getting paid.

In your case chasing $25 in US courts is clearly not feasible.

samsmoot

I was thinking more of a letter before claim type of thing - if such a threat would be taken seriously. But even when you threaten a claim in the normal scheme of things you usually have to follow it up so it does seem far fetched.


Thanks for the EU info. As a consumer abroad I often wonder about my legal rights and how they might be enforced. Fortunately I haven't had a need to find out so far.