Help dealing with Paypal

maveli

Hi,
Hope someone can give me some direction on the below case

I bought a CCTV from Reolink and when I received it I found the system swithes off and on irratically on the very first day. So I contacted Reloing for a return and a full refund. Their T&C states if the item is faulty within 30 days they will arrange for return. But they came back and told me I have to send it back and should pay for it. After couple of emails they agreed to refund 70% of the postatge.

Since there was a delay from Reolink for a resolution I opened a claim with Paypal and they send me an email stating I should first lodge a complaint with local law enforcement body. I contacted the police station but they were not much help. Contacted Paypal and they advised to lodge the complaint with Action Fraud UK and attach a screen shot to the case. I attached the screenshot of the reference number to the case. Couple of day later I got an email from paypla stating the case is closed in favour of the seller as I didn't submit the documents they requested. I contacted paypal again and the advisor said the screenshot of the reference number is not enough and need a full report showing my address. They reopened the case, but the option to attach any further document was disabled. the advisor asked me to download the report from actionfroad and send it to webform@paypal.com which I did. couple of days later paypal again closed the case in sellers favour for lack of documents. Once again I contacted Paypal asking for the reason and this time they said they want an acknowldgement from actionfraud and will reopen the case once I get it.

I contacted actionfraud but they advised there is no way to send out an acknowldgement and the report I can download from their site should be suffice for paypal. Contacted Paypal to pass on this info and they refused to reopen the case.

What can I do next ? Is taking them to small claim court worth it ?

Thanks
M

Aylesbury_Duck

maveli wrote: »

Hi,
Hope someone can give me some direction on the below case

I bought a CCTV from Reolink and when I received it I found the system swithes off and on irratically on the very first day. So I contacted Reloing for a return and a full refund. Their T&C states if the item is faulty within 30 days they will arrange for return. But they came back and told me I have to send it back and should pay for it. After couple of emails they agreed to refund 70% of the postatge.

Since there was a delay from Reolink for a resolution I opened a claim with Paypal and they send me an email stating I should first lodge a complaint with local law enforcement body. I contacted the police station but they were not much help. Contacted Paypal and they advised to lodge the complaint with Action Fraud UK and attach a screen shot to the case. I attached the screenshot of the reference number to the case. Couple of day later I got an email from paypla stating the case is closed in favour of the seller as I didn't submit the documents they requested. I contacted paypal again and the advisor said the screenshot of the reference number is not enough and need a full report showing my address. They reopened the case, but the option to attach any further document was disabled. the advisor asked me to download the report from actionfroad and send it to webform@paypal.com which I did. couple of days later paypal again closed the case in sellers favour for lack of documents. Once again I contacted Paypal asking for the reason and this time they said they want an acknowldgement from actionfraud and will reopen the case once I get it.

I contacted actionfraud but they advised there is no way to send out an acknowldgement and the report I can download from their site should be suffice for paypal. Contacted Paypal to pass on this info and they refused to reopen the case.

What can I do next ? Is taking them to small claim court worth it ?

Thanks
M

Where are you on the timeline? Contacting the police and Action Fraud at this stage sounds like a massive overreaction to what is poor customer service.

davidmcn

I don't understand the references to the police or Actionfraud. Has someone suggested there's been a crime? It sounds like it's just a faulty item and you're trying to claim a refund.

POPPYOSCAR

As above OP your post makes no sense.

Has the item gone missing when you returned it?

maveli

POPPYOSCAR wrote: »

As above OP your post makes no sense.

Has the item gone missing when you returned it?

The CCTV I received was faulty and as per the seller's T&C if a fault occurs within first 30 days they will arrange for a return. But when I contacted them they said since their office is in China they can't issue a return slip and I have to bear the cost of returning the item to their UK warehouse.
So I contacted Paypal and Paypal advised to lodge a complaint with local law enforcement agency. The relevant part of their email in this regard is pasted below

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Filing a report with a law enforcement agency or government organization

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1. Contact a law enforcement agency or other governmental organization (either in person or online) to report the issue.
2. Please make certain to report specific details regarding the item you received.
3. You must obtain a copy of a report from the law enforcement agency or governmental organization and provide it to PayPal via one of the options described below.
4. Please note, the report must contain the specifics listed below:
• The report should be on the agency's or organization's letterhead or contain a stamp or seal or some other information that indicates the report is official documentation.
• The report should clearly explain the details of your issue.
• This report must include the agency's or organization's contact information.

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Supplying your report to PayPal

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To send us your information, go to the Resolution Center. Click the Case ID under Resolution Center cases.

Fosterdog

maveli wrote: »

The CCTV I received was faulty and as per the seller's T&C if a fault occurs within first 30 days they will arrange for a return. But when I contacted them they said since their office is in China they can't issue a return slip and I have to bear the cost of returning the item to their UK warehouse.
So I contacted Paypal and Paypal advised to lodge a complaint with local law enforcement agency. The relevant part of their email in this regard is pasted below

---

---

---

---

Filing a report with a law enforcement agency or government organization

---

---

---

---

1. Contact a law enforcement agency or other governmental organization (either in person or online) to report the issue.
2. Please make certain to report specific details regarding the item you received.
3. You must obtain a copy of a report from the law enforcement agency or governmental organization and provide it to PayPal via one of the options described below.
4. Please note, the report must contain the specifics listed below:
• The report should be on the agency's or organization's letterhead or contain a stamp or seal or some other information that indicates the report is official documentation.
• The report should clearly explain the details of your issue.
• This report must include the agency's or organization's contact information.

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Supplying your report to PayPal

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---

---

To send us your information, go to the Resolution Center. Click the Case ID under Resolution Center cases.

There has been no crime committed so there was no reason to ever involve the police or action fraud. Did you make the purchase for a UK company or a Chinese company? If from China you don't even have any UK consumer rights, your rights would be governed by the laws in whatever Chinese province the company is based.

It sounds like you have incorrectly raised the case with PayPal, they only ask for that report/information if you report an item as lost/stolen. For faulty items they just need proof that you have returned the item.

maveli

Aylesbury_Duck wrote: »

Where are you on the timeline? Contacting the police and Action Fraud at this stage sounds like a massive overreaction to what is poor customer service.

I am still within 30 days. Paypal asked me to do so

maveli

Fosterdog wrote: »

There has been no crime committed so there was no reason to ever involve the police or action fraud. Did you make the purchase for a UK company or a Chinese company? If from China you don't even have any UK consumer rights, your rights would be governed by the laws in whatever Chinese province the company is based.

It sounds like you have incorrectly raised the case with PayPal, they only ask for that report/information if you report an item as lost/stolen. For faulty items they just need proof that you have returned the item.

I bought it from here https://reolink.com

Fosterdog

maveli wrote: »

I bought it from here https://reolink.com

They are a Hong Kong based company so you have no UK consumer rights and will be unlikely to get any further with this. This means that if they want you to pay return postage even for a faulty item you have no law to fall back on to protect you. Your best bet now would be to just pay for the return and accept whatever refund you can get as anything is more than you are entitled to.

shaun_from_Africa

maveli wrote: »

What can I do next ? Is taking them to small claim court worth it ?

No. They are a Chinese company so you have no redress under any UK consumer legislation.

Reolink:
Address: RM.4B, Kingswell Commercial Tower, 171-173 Lockhart Road, Wan Chai, Hong Kong

POPPYOSCAR

maveli wrote: »

The CCTV I received was faulty and as per the seller's T&C if a fault occurs within first 30 days they will arrange for a return. But when I contacted them they said since their office is in China they can't issue a return slip and I have to bear the cost of returning the item to their UK warehouse.
So I contacted Paypal and Paypal advised to lodge a complaint with local law enforcement agency. The relevant part of their email in this regard is pasted below

---

---

---

---

Filing a report with a law enforcement agency or government organization

---

---

---

---

1. Contact a law enforcement agency or other governmental organization (either in person or online) to report the issue.
2. Please make certain to report specific details regarding the item you received.
3. You must obtain a copy of a report from the law enforcement agency or governmental organization and provide it to PayPal via one of the options described below.
4. Please note, the report must contain the specifics listed below:
• The report should be on the agency's or organization's letterhead or contain a stamp or seal or some other information that indicates the report is official documentation.
• The report should clearly explain the details of your issue.
• This report must include the agency's or organization's contact information.

---

---

---

Supplying your report to PayPal

---

---

---

To send us your information, go to the Resolution Center. Click the Case ID under Resolution Center cases.

What did they say when you pointed out to them that it does not state that on their website?