Comments on: PayPal Buyer Protection vs PayPal Buyer Complaint Process

By: Bernard Strojny

Bernard Strojny — Fri, 06 Aug 2010 22:43:36 +0000

After 3 months from winning an Ebay bid for a coin coming from Germany, it never arrived in the USA and seller is unwilling to assist in an international tracking (which only the seller can do per USPS and Deutsche Post regulations). PayPal says that seller has provided them with proof of shipping, although the shipment is still in Germany in the Deutsche Post International Logistics Center. PayPal said that their agreement with Germany does not require any proof of receipt, only proof of shipping, so would not rule in my favor in my claim for reimbursement of an item not received. Nowhere in the PayPal Agreement does it caution sellers that certain international agreements cancel out the Buyers Protection part of the PayPal published Agreement. PayPal will not provide me with any proof of shipping besides the tracking number and I cannot initiate the International Investigation Report to track this item. I have no proof that the shipping address the seller used was correct; even if it contained a transposed number or misspelled word, apparently I am responsible for non-receipt.

In many conversations with PayPal representatives, I have brought to their attention that international purchase exemptions are not listed in their agreement, which many of PayPal’s representatives acknowledge having heard before from buyers in my situation but that management has not changed the terms of the agreement to reflect these kind of international exemptions.

From reading Richard F’s June 19th, 2009 post, this situation has not changed in spite of having been brought to the attention of the PayPal Dispute Resolution Department. Because my seller answered the requests but did not follow through on providing me with any proof of tracking on their end, PayPal decided that the seller fulfilled his obligation by giving PayPal some kind of tracking number.

My seller in Germany goes by the Ebay identification name of “Buzdans” and is someone by the name of [personal info deleted]. I would caution buyers to be aware of the high risk when dealing in international sales as PayPal failed to protect this buyers’ interests for non-receipt.

By: Rosie Ixer

Rosie Ixer — Tue, 02 Feb 2010 11:11:24 +0000

PayPal’s insistance that Buyers PAY to return goods that are SNAD (even when the Seller is obliged to pay for returns under the Distance Selling Regulations) is simply immoral. Not only that – but they insist on it being a tracked, therefore expensive, method. If goods are sent back UNtracked, and the Seller says that they have not arrived, then PayPal refuses to look at any other evidence that they are probably lying. PayPal have made me physically ILL with stress by giving unfair judgements time after time. Their Customer Service sends curt, intgransigent emails and the phone service, here in the UK, is impossible (and expensive – why no free line like Ebay?) to use. Ebay even told ME to ‘Clarify the Distance Selling Regulations to PayPal’! Why should I? Surely it’s up to Ebay to make sure that PayPal are in line with their ways of working before they force PayPal on us?

By: new orleans computer repair

new orleans computer repair — Fri, 18 Dec 2009 01:36:14 +0000

I have escalated many SNAD to a Claim, what are you talking about?

By: Marine

Marine — Thu, 17 Dec 2009 18:27:17 +0000

Hello, i have few addresses on my EBay / PayPal account.
Recently i bought 2 items from different Sellers (Seller1 and Seller2).
When i got to the payment page – the system bundled both payments into one transaction…
If you look at attached image “email to” field – you will see that Seller2′s email address is assigned also to Seller1 (!) part of document [this is bug#1].
That means that Seller1 will never receive payment notification – where my selected ship to address is provided.
Seller1 had to request PayPal for my shipping address. PayPal’s software system retrieved incorrect address (my second address) [this is bug #2] and item was shipped there – i discovered all this 2 weeks after item has been sent… Result – item was lost or stolen. The horrible thing is – UPS has proof of delivery!
PayPal rejects my claims – because item was delivered. The Seller has proof of delivery. The case is closed… I lost 248.50 $ and no item…
I called to PayPal and tried to explain that item was shipped to the wrong address – they ignore it…
I opened a case with PayPal technical support team about bug #1, sent them image with highlighted problem – and recieved from them a response (you will laugh):

> To access your question from our support site, click here.
>
> * Subject*
> Multiple payments in one transaction – email sent to the wrong seller
> * Discussion Thread* * Response (Jeremy B)* 12/16/2009 06:21 AM Hi
> Marina,
>
> I looked at the emails a few times and had one of my colleagues look at it,
> the emails addresses are the same. Where do you see the discrepancy?

I had to expain them again and again before they understood what is about… Do you think they admitted it??? They said that inside of their software it worked… but surprisingly they escalated it to developers…
PayPal’s software is full of bugs – unacceptable for ecommerce business…
I would be very glad to participate against PayPal.
Regards,