PayPal removed my buyer protection

Hoenir

Kaipa88 said:

The point about eBay is irrelevant at this point - my query is with PayPal not eBay. 

PayPal will internally be asking the same question. Joining the dots so to speak.  

sonearandyetsofa

Most payment processing companies and retailers share information about risk as it relates to specific customers. There is information attached to your details - your email address, your delivery address, your phone numbers and your name. The information is shared through dedicated third party companies as a database, and from what I've seen it generates a risk score that tells the retailer whether the sale is likely to go well or not. Depending on the service that the retailer is using, it usually offers a bit of information about the reason for the risk score - for example that you have a high returns rate.

If this is a pattern of behaviour that you've followed on eBay or other places, that information about you returning a fairly high percentage of your purchases will likely be available to PayPal as well. Regardless of how reasonable your claims are, statistically you are a higher risk customer. You're more likely than the rest of the population to have a problem with a purchase. It costs PayPal money when they have to mediate a dispute and issue a refund, so they're acting to reduce their costs.

With regards to the case they closed, did you open the case with PayPal after the retailer refused to deal with the issue? If you can't get anywhere with PayPal, and as a private customer I doubt you'll be able to get through to PayPal Ireland, you can go the old fashioned route. Write a letter before action and send it recorded delivery, and be prepared to take them to small claims court.

If you file a chargeback, PayPal will provide the card company with whatever information the seller gives them in regards to defending the case. PayPal may well include the information that they've withdrawn their buyer protection from you due to overuse. If they think you're going to resort to chargebacks at the same rate as you were using buyer protection, they may well ban you from using their services.

Whatever it is that you're buying that's so high risk, you should probably reconsider how you're buying it.

Kaipa88

Ok so they’ve just denied my appeal as expected. The only option I have to contact them about my account is over the phones which is so infuriating. I might as well be talking to a brick wall with most of these call handlers in the Philippines. It seems unfair for them to close a case on the basis they’ve withdraw my buyer protection during the case was active and I didn’t get any soft warning prior to this..

Wonka_2

Kaipa88 said:

Ok so they’ve just denied my appeal as expected. The only option I have to contact them about my account is over the phones which is so infuriating. I might as well be talking to a brick wall with most of these call handlers in the Philippines. It seems unfair for them to close a case on the basis they’ve withdraw my buyer protection during the case was active and I didn’t get any soft warning prior to this..

Your constant reference to The Philippines, as though that’s the issue, isn’t doing you any favours. 

But what are you buying for £1k+ without carrying out due diligence that you’ve had to try and rely on buyer protection on 3 cases ? Were the items damaged ? Didn’t arrive ? Not as described ? And is there consistency that PayPal are picking up on ? 

Kaipa88

If you’ve spoke to PayPal in Dublin vs Philippines you’d know the difference. The UK agents generally have better understanding of European regulatory standards, business practices, and customer expectations. It’s not the main point here but a factor when it comes to trying to revolve my issue with PayPal. 

HampshireH

I spoke to PayPal Thursday to get my money back.i was outside of the 180 days and so they automatically closed my claim as buyer protection removed.

When I called them the person on the other end of the phone (potentially in the Philippines they definitely weren't irish) was fantastic. They could see my account history across 20 years or so and recognised I wasn't abusing the system.

Despite being outside the 180 days (was for event tickets and the event was meant to be this month got moved to last month with the promise of a refund by a certain date which never materialised) the advisor clearly reviewed all my evidence and made a judgement call. I was refunded immediately.

To be honest I can't fault them. Everytime I've had to call I've had a positive interaction. But then my claim history is very light across my transaction history 

Have you evidenced pursuing the seller. You haven't disclosed what your reason for a refund was but presumably you have evidenced this all to paypal

Kaipa88

The reason for the claim was I received an empty box with no contents inside (presumed stolen in transit). I provided all the necessary evidence including a crime report document and reference number. PayPal are not disputing the evidence - they have literally closed the case in the sellers favour because they’ve removed my buyer protection AFTER making the claim. 

Hoenir

Kaipa88 said:

The reason for the claim was I received an empty box with no contents inside. I provided all the necessary evidence including a crime report document and reference number. PayPal are not disputing the evidence - they have literally closed the case in the sellers favour because they’ve removed my buyer protection AFTER making the claim. 

Paypal would seek to mitigate their losses from Ebay though............... as that's who you paid

Kaipa88

I didn’t purchase this on eBay.. I bought it directly from a company’s website 

michael1234

Wonka_2 said:

Kaipa88 said:

Ok so they’ve just denied my appeal as expected. The only option I have to contact them about my account is over the phones which is so infuriating. I might as well be talking to a brick wall with most of these call handlers in the Philippines. It seems unfair for them to close a case on the basis they’ve withdraw my buyer protection during the case was active and I didn’t get any soft warning prior to this..

Your constant reference to The Philippines, as though that’s the issue, isn’t doing you any favours. 

But what are you buying for £1k+ without carrying out due diligence that you’ve had to try and rely on buyer protection on 3 cases ? Were the items damaged ? Didn’t arrive ? Not as described ? And is there consistency that PayPal are picking up on ? 

Hi. I'm just wondering why not? I always find it easier to resolve an issue with someone local to me rather than someone half way around the world who is probably less likely to be aware of the issues I'm facing. In addition, communication is more difficult when one or both of the participants are not speaking their mother tongue language.