Ebay & Paypal - broken zvox accuvoice soundbar - less than 180 days from purchase, value approx £250

grahamlerwill

I bought a soundbar on ebay uk from an us seller
Initially worked ok then developed an '8888' fault - contacted manufacturer tech support and suggested fixes incl a 'reset' did not work, kept support ticket
Tried to contact seller on ebay - cannot contact seller - 'seller recieves a lot of email so you can't contact them'
Contacted ebay customer services - politely palmed off on to paypal dispute resolution
Difficulty lodging dispute by various electronic means - eventually spoke to someone and they put down 'not as described' as the reason - no detail
Sent the soundbar back to seller noting that whilst there was a full address, there was no name or phone number or of course email address.
Parcelhero provided tracking info incl delivery
Paypal asked for 'Proof of Delivery', which I did not understand, but got from Parcelhero and added to case.
Paypal denied claim citing 'no valif proof of delivery'

I can appeal on paypal, but not confident (within 10 days from yesterday)
I could go back to ebay customer services, but not confident

Any suggestions welcome, should I give up?

rgds

Graham

the_lunatic_is_in_my_head

The message about the seller not taking messages should only be pre-sale questions from their listings, if you contact the seller from the order in your My eBay Purchase History messages should go through (depending on how long ago you purchased). 

You can also open a return from there, although eBay will only cover you for 30 days past the ETA you should be able to open a return for longer than this (again depending on how long ago you purchased) and decent sellers will still help out after eBay's cover expires. 

Anyway you've ended up with a Paypal SNAD claim and was advised to return the item to the seller (in the USA?) and Paypal isn't happy with the tracking. 

Did you post to the address Paypal told you to return the goods to? What does the tracking say? 

If you appeal upload whatever proof of sending you have as well as the tracking number to show the tracking corresponds to the correct address they've told you to return to. 

grahamlerwill

thank you

can I assume that uk consumer rights act 2015 does not apply, or just that I cant enforce it

graham

pbartlett

I would suggest that you contact Paypal and find out what kind of proof then need - normally a tracking number is sufficient.

I know it's too late now, but you could consider paying for high-value items (especially those bought from abroad) with a credit card rather than Paypal.

the_lunatic_is_in_my_head

grahamlerwill said:

thank you

can I assume that uk consumer rights act 2015 does not apply, or just that I cant enforce it

graham

The seller is in the US so it doesn't apply but Paypal is a financial institution and are regulated. 

Their complaints procedure should be on their website and if you haven't reached a satisfactory conclusion by exhausting this you can raise the issue to the Financial Ombudsman Service. 

First step though is to appeal the decision, perhaps with a call to Paypal first to see if they can advise why it wasn't found in your favour first time around. 

grahamlerwill

thank you for your help

the_lunatic_is_in_my_head

grahamlerwill said:

thank you for your help

No worries, hope you manage to get it all sorted. 

born_again

Does the tracking number show the item has been delivered? 

As "Proof Of Delivery" is a very clear statement.