We'd like to remind Forumites to please avoid political debate on the Forum... Read More »
Gravelmaster requesting I close PayPal Case for refund?
PinkLoft
Posts: 3 Newbie
Hi,
I'm hoping someone can help me regarding the best course of action in this situation.
I placed an order through Gravelmaster for approximately £150 worth of gravel to be delivered on a specific date. To cut a long and arduous story short, I placed the order on 6th June and by w/c 5th July after chasing up on several occasions I was informed that they did not have the gravel at their depot and that they could not give me a delivery date. I subsequently requested a refund under Consumer Rights Act (2015) (over 30 days for delivery and missed 2nd delivery date). I heard nothing for several days and therefore started a PayPal dispute (by this time I was really worried as to whether I would get any refund looking at the avalanche of negative reviews on Trustpilot). I emailed customer services telling them that as I had heard nothing I had started the dispute process. They then quickly replied asking me to cancel the case, as they cannot refund open Paypal cases. I almost did this! However as I went to do so there was a warning that I would not be able to initiate another case for the same purchase. At this point I went 'Hang on they are basically asking me to forgo my consumer rights'. I phoned Paypal and they advised that Gravelmaster could refund an open case. I went back to them with this and they maintained that they couldn't refund whilst a PayPal case open. I then escalated this to be investigated by Paypal (i.e., began the formal refund process), I informed Gravelmaster customer services of this and eventually they replied that they had spoken to their accounts department and that they can refund whilst a case is open...... 'I look forward to receiving my refund ASAP' was my reply. That was Friday and then I received an email first thing this morning advising that they had made a mistake and that they can't refund whilst a PayPal case is open!
What should I do next? How do I get my money back? I guess ultimately Paypal is likely to find in my favour but would it be quicker to do a chargeback instead? (I did use a debit card via Paypal) This can't be right, should I report to trading standards? I can see from Trustpilot that lots of people have involved Paypal to get money back for non-delivery but there's nothing in those reviews suggesting that they've been asked to cancel their case. I thought this was just something dodgy Ebay sellers might get up to!
Apologies for the long and arduous read, thank you if you have got to the end and for any advice you might have. I just want my money back so I can buy some gravel!!
I'm hoping someone can help me regarding the best course of action in this situation.
I placed an order through Gravelmaster for approximately £150 worth of gravel to be delivered on a specific date. To cut a long and arduous story short, I placed the order on 6th June and by w/c 5th July after chasing up on several occasions I was informed that they did not have the gravel at their depot and that they could not give me a delivery date. I subsequently requested a refund under Consumer Rights Act (2015) (over 30 days for delivery and missed 2nd delivery date). I heard nothing for several days and therefore started a PayPal dispute (by this time I was really worried as to whether I would get any refund looking at the avalanche of negative reviews on Trustpilot). I emailed customer services telling them that as I had heard nothing I had started the dispute process. They then quickly replied asking me to cancel the case, as they cannot refund open Paypal cases. I almost did this! However as I went to do so there was a warning that I would not be able to initiate another case for the same purchase. At this point I went 'Hang on they are basically asking me to forgo my consumer rights'. I phoned Paypal and they advised that Gravelmaster could refund an open case. I went back to them with this and they maintained that they couldn't refund whilst a PayPal case open. I then escalated this to be investigated by Paypal (i.e., began the formal refund process), I informed Gravelmaster customer services of this and eventually they replied that they had spoken to their accounts department and that they can refund whilst a case is open...... 'I look forward to receiving my refund ASAP' was my reply. That was Friday and then I received an email first thing this morning advising that they had made a mistake and that they can't refund whilst a PayPal case is open!
What should I do next? How do I get my money back? I guess ultimately Paypal is likely to find in my favour but would it be quicker to do a chargeback instead? (I did use a debit card via Paypal) This can't be right, should I report to trading standards? I can see from Trustpilot that lots of people have involved Paypal to get money back for non-delivery but there's nothing in those reviews suggesting that they've been asked to cancel their case. I thought this was just something dodgy Ebay sellers might get up to!
Apologies for the long and arduous read, thank you if you have got to the end and for any advice you might have. I just want my money back so I can buy some gravel!!
0
Comments
-
Do not cancel your dispute. It sounds to me as though they are trying to make you lose your rights in the dispute.
You won't be able to use your debit card for a chargeback. using paypal breaks the link of liability.
Keep your case open and wait.3 -
Just hang in with the Paypal process, it is likely the best way to get your money back, chargeback will not be instant.
1 -
If you close your dispute you cannot reopen it so please do not do that.
Tell the seller, they need to login to their Paypal account and go to the dispute. They will be able to refund from the dispute, which will refund and then close.
I suspect this is just a case of a company not knowing what to do rather than being scammed. Hopefully they will sort it out for you but failing that, escalate the Paypal case as soon as you can and that will trigger your refund.2 -
Thank you all for your speedy replies, I'm definitely not going to close the dispute! I guess I will just have to wait for the PayPal process to play out and check out trusted sources of feedback more thoroughly next time
Hopefully it is just incompetence although strange that when I challenged it the version of what can/can't be done changed twice! 0 -
I can see their side - the online shop software I use won't let me refund if there's an open case, and if the dispute is refunded directly then it makes accounting difficult as the shop software doesn't know PayPal has refunded.
In your circumstances I'd say that's their problem though, and continue with the PP case. Just trying to show their possible reasoning
3 -
Thank you @mattyprice4004 that is helpful to know 0
Confirm your email address to Create Threads and Reply
Categories
- All Categories
- 349.9K Banking & Borrowing
- 252.6K Reduce Debt & Boost Income
- 453K Spending & Discounts
- 242.8K Work, Benefits & Business
- 619.6K Mortgages, Homes & Bills
- 176.4K Life & Family
- 255.7K Travel & Transport
- 1.5M Hobbies & Leisure
- 16.1K Discuss & Feedback
- 15.1K Coronavirus Support Boards