Defective item from AliExpress - do I claim a refund from PayPal or my bank?

Shaky_Jake

Hi,

Before anyone instantly replies with 'just claim it from AliExpress', please read exactly what the problem is.

The goods received (a large digital clock) worked satisfactorily for a total of approximately one hour, after which it 'died' - the power supply (either via the USB power lead or inside the unit itself) failed completed and no subsequent attempt to power up the device was successful. I tried connecting it to a number of different USB plugs and sockets, all to no avail. The one thing I did not try was using a different USB power lead because I didn't have a compatible alternative to hand (it's a very unusual type of USB-to-mains lead).

I attempted to solve the issue with the vendor himself, suggesting that as a first step they could just send a new USB power lead so that I could attempt to diagnose/solve the problem more immediately myself. Their only response was to direct me to AliExpress' dispute process (which appears to be a highly-inflexible AI-driven system) to open a dispute and apply for a refund.

I therefore reluctantly requested a refund directly through AliExpress, as per their own formal dispute procedure.  Although the language barrier and the 'character limit' on the dispute form makes detailed explanation difficult, I did so throughout the procedure (which to be fair I have used previously to settle such issues satisfactorily).

As requested by AliExpress, I supplied clear photographic evidence of the device, connected to a working single-socket power source, which showed the connections from different angles. The photos clearly showed that the indicator light on the plug socket was lit, the device was connected to it, and that the device was unresponsive. I do not currently possess the facilities to supply video evidence.

Based upon past experience with this dispute process I was expecting a swift and simple resolution to the issue. Namely, that AliExpress would either intervene on my behalf and request that the seller send a working USB power lead, or, offer me an immediate refund.

However, as of today, AliExpress has offered a 'solution' of 'No Refund' with no further explanation. They haven't suggested any alternative option.

In my previous dealings through AliExpress over the last five years, due to the 'unconventional' trading methods of some Chinese sellers, it has proven necessary to use this dispute process on a number of occasions, and in only one previous instance has this proven to be in any way problematic. But I do know from that experience that AliExpress will quite happily protract any dispute where the buyer rejects their solution to a problem by just extending the dispute deadline for months (I paid by debit card then and finally had to claim my refund through Visa chargeback, which AliExpress ultimately chose not to dispute).This time I want to take a proactive step to quickly solve the issue myself.

I paid for this transaction differently however, through Paypal. The Paypal payment was withdrawn directly from my bank, though, as I don't keep money in the Paypal account. 

So my question (finally) is : AliExpress probably won't budge on this one, so who could I most easily claim my money back from, Paypal or my bank?

Thanks.

soolin

If you open a SNAD claim with PayPal you will need to return the item at your own cost to the vendor , and they rarely ever actually end up showing as delivered, so that won’t work. 

I suspect a bank claim will also fail due to payment having gone through PayPal. 

Shaky_Jake

Hm. Thanks, I did think it wouldn't be straightforward.

I had the feeling Paypal would be as 'difficult' as AliExpress, only in a different sense, so I'll try my bank and keep my hopes realistically low.

It's £15 so it's not a huge loss, it's the principle of not putting up with the poor service that matters the most.

I'd just like to add, it was the first (and last) time I bought 'electrical goods' from AliExpress    For all it's flaws, ebay does at least have a simpler refund process.

Note To Self: Electrical goods on the debit card in future.

born_again

When you say taken directly from your bank do you mean via a Direct Debit or your card details?

If it is DD, there is no comeback via bank.
Card you might, but PP is the way forward as they are the ones taking the funds & paying the company.

Shaky_Jake

Ah, yes it was a Direct Debit unfortunately. Paypal it is, then.

Thanks for the replies.

However it turns out, lesson learned! 

soolin

Shaky_Jake said:

Ah, yes it was a Direct Debit unfortunately. Paypal it is, then.

Thanks for the replies.

However it turns out, lesson learned! 

There is an outside chance PayPal will refund you as a goodwill gesture if you make a claim, but the process with PayPal is as per my previous post that when you open the claim you will be told to return the item tracked back to the seller and only when delivery shows will you be refunded. 

Far East sellers are notorious for never having things show as attempted delivery back to them. 

Shaky_Jake

UPDATE:

Just as randomly and unexpectedly as they made their original No Refund 'solution', and without any further explanation, AliExpress has now reversed that decision and refunded the money. Bizarre.

Throughout the process I simply restated my original request for a full refund, pointing out that I could offer them no further evidence, and point blank refusing to accept their repeated 'No Refund' response. Perhaps my persistence finally paid off. Or perhaps they looked at my buying record and decided that it was worth more than £15 to keep me happy as a repeat customer. Who knows.