Bought an item that was counterfeit, seller admitted, now PayPal wants me to return it to China

[as_olivia]

Hello, 

i bought a supposed “Hydroflask” on eBay coming within Australia. When I received it several days later, it was obviously a counterfeit one. After unsuccessfully contacting the seller with eBay, I started a PayPal resolution. In the PayPal resolution center the seller admits that its counterfeit. PayPal now wants me to return the item to China to get a refund, but I purchased it coming from inside Australia. I guess the seller used some kind of warehouse or drop shipping, but if I buy an item advertised as “in australia”, how can PayPal try and get me to return the item to China for a refund? 

Furthermore, distribution of counterfeit goods is illegal. I can’t even legally send it back to them. I have contacted PayPal but have yet to receive a response so I figured I’d come here in the meantime. 

[sharpiemarker]

@as_olivia 

Get a letter or email response signed by company rep from Hydroflask saying that the item is indeed counterfeit and upload it to the case.

[as_olivia]

@sharpiemarker 

I can't upload anything to the case, it only gives me the options to "upload tracking information" or "cancel case":(

[sharpiemarker]

@as_olivia 

Has the case been escalated to a PayPal claim? I think you can upload at a certain stage in the case or if PayPal is reviewing case and asking for info:

https://www.paypal.com/au/smarthelp/article/can-i-provide-additional-information-or-evidence-to-help...

Or try: 

https://www.paypal.com/il/uploaddoc

Or, contact customer service to speak with a dispute specialist:

Log on, click HELP on top menu, scroll down to click CONTACT US, and then scroll down to click CALL US or other contact options.

Or contact via social media:

Facebook (AU): https://www.facebook.com/paypalau/

Twitter (AU): @AskPayPalAU

Facebook (US): https://www.facebook.com/paypal

Twitter (US): @AskPayPal 

[as_olivia]

@sharpiemaker I used the online chat tool and the rep told me I had to send it to the return address even though the return address is in a different country from where it was sold, and there is nothing that can be done about it. I called PayPal and I was told that the item HAS to be sent to China even though it was purchased from within Australia

[Unhappycamper3]

I hope this is not too late to help you.

I had the same problem.  I did everything required by seller and Paypal, and the result was that I would get my money back once I sent the product to China.  Which would  cost $60.00.  Somewhere (I think PayPal's lawyers' page) I read to go through another appeal through the customer service link on the disputes page.  I chatted with a rep two different times, and the second person refunded my money.  So stay on it. I told the PayPal rep this is a company in China but represents itself as being in the US, and that there are many many complaints about this seller on the PayPal community forum.

[Unhappycamper3]

I had the same problem.  I did everything required by seller and Paypal, and the result was that I would get my money back once I sent the product to China.  Which would  cost $60.00.  Somewhere (I think PayPal's lawyers' page) I read to go through another appeal through the customer service link on the disputes page.  I chatted with a rep two different times, and the second person refunded my money.  So stay on it. I told the PayPal rep this is a company in China but represents itself as being in the US, and that there are many many complaints about this seller on the PayPal community forum.

I hope this is not too late to help you.

[kernowlass]

@as_olivia 

Seller fake goods is not against the law in China so if you want to take private legal action against them for selling fakes then it wouldn't work.

Also if you go back to that Ebay auction you will see the 'item location' would be your own or another country BUT if you click and check out the sellers feedback which you should do before you bid I bet you would see the seller was registered in China.

Yes they use drop shipping and the return depot is always China which is why you should always check out feedback first.

In the event of a dispute you need to bear in mind possible return trackable costs before you buy from that seller / item / country.

Paypal state this >>
PayPal is not obliged to reimburse you for any costs that you incur to comply with any of PayPal’s requests for cooperation for the purpose of resolving the problem (including, without limitation, costs that you incur to return a SNAD item to the Payment Recipient or another party as PayPal requests), although sometimes it may reimburse these costs.

Although they will compensate you for some of the cost if you have activated this at some point before you made that transaction.
https://www.paypal.com/us/selfhelp/article/what-is-return-shipping-on-us-and-how-do-i-activate-it-fa...

You also have the option to do a chargeback via your card issuer instead of a Paypal dispute if you funded your Paypal payment via a credit card.

[as_olivia]

“ Seller fake goods is not against the law in China so if you want to take private legal action against them for selling fakes then it wouldn't work.” I don’t want to take legal action, I want my money back because I did not receive the item I ordered. “ Also if you go back to that Ebay auction you will see the 'item location' would be your own or another country BUT if you click and check out the sellers feedback which you should do before you bid I bet you would see the seller was registered in China.” The seller is registered in Australia and has 98% positive feedback, even people who have bought these bottles have given them positive feedback. “ In the event of a dispute you need to bear in mind possible return trackable costs before you buy from that seller / item / country.” The seller is registered as an Australian seller and said it was being sent from within Australia. They also said it was genuine. It is counterfeit and not even from my country. I specifically purchased from this seller because it said they were Australian and because of the high feedback. Since then I have read of dozens of cases of PayPal allowing scam artist sellers to list counterfeit goods and sell in other countries. It is a common scam to sell a fake item in another country and make the buyer send it back. I am disgusted in PayPal’s willingness to assist scammers.

[kernowlass]

@as_olivia 

Yep you may want your money back but you won't because its fake, you will get it back if and when you return it back to the seller.

If you let me have the auction number i will check your AU seller, lots of AU location items who's sellers turn out to be Hong Kong or China.

If they were in Australia then they wouldn't be allowed to request a return to China.

Paypal doesn't 'allow' sellers to list anything, they are a payment processor only and give you 'some' buyer protection that is NOT insurance or a warranty.

The onus is on you to choose who you buy from, and if you get a bad seller paypal 'may' bail you out according to their buyer protection criteria which states you have to return the item for a refund.