Paypal Refund

howlsatthemoon

Hi all, hoping someone can help me.

Bought an item on Facebook Marketplace using paypal goods and services, but when I received item it was broken. I have contacted the seller and they said they will refund but they are asking me to confirm I have received item by clicking the "Received Item" on my paypal account. Can I ask if clicking the "Received Item" will invalidate my refund? As when I click the "Received Item" it also asks me to confirm that I have received the item in good condition.

Thanks.

the_lunatic_is_in_my_head

If PayPal is asking you to confirm the goods were in good condition I wouldn’t agree to click this. 

If the seller isn’t being helpful after advising you don’t feel comfortable clicking the received item option you can open a not as described case, noting the goods arrived damaged, and PayPal will generally advise to return the goods for a refund. 

PayPal have a service called returns on us where they will cover the return costs up to £15 but you need to sign up before returning:

https://www.paypal.com/uk/webapps/mpp/refunded-returns

Both buyer protection and returns on us have some conditions worth double checking depending upon the item actually purchased.

howlsatthemoon

Hi the_lunatic_is_in_my_head, thank you for your reply.

I have now had a closer look at item (watch) and I believe it to be a fake. I have messaged the seller telling them I will not click the "Item Received" button. Will wait to see what they say before opening an item not as described case.

Thanks.

howlsatthemoon

Still insisting I click the "Item Received" button before they can issue a refund.

the_lunatic_is_in_my_head

It could be that PayPal are holding the funds until either the buyer clicks received or a certain number of days go past.

This process is to protect PayPal so if buyers open claims the seller can’t empty the funds leaving PayPal with the bill.

It’s not something I’ve ever had so I can’t say for sure but I would have thought the seller would be able to refund regardless.

Maybe @soolin or @theonlywayisup can clarify.

Worth a note if the item has arrived noticeably damaged I would simply stick to this as your reason for not as described if you open a PayPal not as described claim.

HeinzVarieties

howlsatthemoon said:

Still insisting I click the "Item Received" button before they can issue a refund.

They can't refund you if they don't have the funds.  Confirming receipt isn't going to do anything other than confirm the goods were received.

It won't stop you raising a claim if they fail to refund.

the_lunatic_is_in_my_head

HeinzVarieties said:

howlsatthemoon said:

Still insisting I click the "Item Received" button before they can issue a refund.

They can't refund you if they don't have the funds.  Confirming receipt isn't going to do anything other than confirm the goods were received.

It won't stop you raising a claim if they fail to refund.

Genuine question, if the hold prevents a refund what happens when a refund is due without the item being received? Such as the buyer cancelling? 

The funds are there and belong to the seller but PayPal are holding them to prevent withdrawal until the buyer says received or (maybe 21) days pass. 

If anything by not confirming receipt and keeping the funds on hold the buyer is protecting PayPal from Losing money if the seller withdraws and goes silent (not that this is the OP’s responsibility).

With it being a possibly fake watch and a seller who possibly isn’t in long term standing with PayPal it does raise the question of whether the OP will hear from the seller after clicking the receipt confirmation. 

I doubt it effects opening a SNAD but you can see why there’s doubt with the process not being a warranty, the buyer clicking to say item arrived in good condition and then opening a claim saying actually it arrived damaged. 

ThumbRemote

This is to prevent unscrupulous buyers getting a double refund. Otherwise you could get a refund from the seller, plus ask for a refund from PayPal. 

the_lunatic_is_in_my_head

ThumbRemote said:

This is to prevent unscrupulous buyers getting a double refund. Otherwise you could get a refund from the seller, plus ask for a refund from PayPal. 

A single PayPal payment can’t be refunded twice. 

The hold is to stop unscrupulous sellers from selling non-existent goods for example and withdrawing the funds from PayPal 2 minutes after they land. 

Holds are explained here:

https://www.paypal.com/uk/brc/article/funds-availability

HeinzVarieties

the_lunatic_is_in_my_head said:

HeinzVarieties said:

howlsatthemoon said:

Still insisting I click the "Item Received" button before they can issue a refund.

They can't refund you if they don't have the funds.  Confirming receipt isn't going to do anything other than confirm the goods were received.

It won't stop you raising a claim if they fail to refund.

Genuine question, if the hold prevents a refund what happens when a refund is due without the item being received? Such as the buyer cancelling? 

The funds are there and belong to the seller but PayPal are holding them to prevent withdrawal until the buyer says received or (maybe 21) days pass. 

If anything by not confirming receipt and keeping the funds on hold the buyer is protecting PayPal from Losing money if the seller withdraws and goes silent (not that this is the OP’s responsibility).

With it being a possibly fake watch and a seller who possibly isn’t in long term standing with PayPal it does raise the question of whether the OP will hear from the seller after clicking the receipt confirmation. 

I doubt it effects opening a SNAD but you can see why there’s doubt with the process not being a warranty, the buyer clicking to say item arrived in good condition and then opening a claim saying actually it arrived damaged. 

The funds are automatically released after a period of time.  The hold covers PayPal's backside, not the buyers.

howlsatthemoon

The seller has never mentioned that the funds were on hold or asked me to confirm receipt of item so they can get the funds. They say I will get my refund only after I click the "Item Received" tab. I am wary to do this as I am thinking it could affect paypal's refund policy if I confirm that item was received and in good condition.

Think I will just open an item not as described through paypal and see what happens.