How Frustrating Is It Dealing With A Dispute When PayPal Ignore The Obvious?

[CENTRIC]

A customer buys an LCD screen from me. It's in my terms and conditions that if he finds it faulty, he must notify me within 5 days of receipt of item in order to receive a replacement.

The customer receives the item but doesn't contact me for over 3 weeks. Then he decides the screen is faulty. However, rather than report it as faulty - he escalates a claim saying that the item is "NOT AS DESCRIBED"

If PayPal looked at the listing (a seller refurbished LCD screen) - I cannot understand why he can dispute this. But try telling that to PayPal.

Anyway after almost a month now from the date of purchase, I receive the screen back. It is in good working order, no dead pixels. So guess what - it would appear that the customer either doesn't know how to connect the screen to his laptop or more probably, there are other issues with his laptop.

Either way, I sold an item in good working order, on my listing there were explicit terms and conditions. Every rule in the book was broken by the customer yet here I am today having to refund the customer because he lied in his claim.

The item received WAS the item described - and PayPal couldn't care less.

However when I got the e-mail about the chance to appeal, I thought I would. However as soon as you try to appeal, you are only allowed to proceed if you click on one of the following:

1) I can provide tracking information.

2) The buyer has already been refunded and I can provide proof of the previous refund.

What in God's name do either of these have to do with my dispute or my appeal? Then you try and call and can't speak to anyone because you are left hanging for 20 mins and you think to yourself - how long do I have to wait?

PayPal have mastered the art of frustrating the **bleep** out of you so you end up just dropping any complaint. You can't speak to anyone, you can't appeal unless you go through certain criteria which has nothing to do with the case at all, you can't speak to anyone direct, nor e-mail them about a specific problem.

When a customer waits for 3 weeks to raise a dispute - the dispute shouldn't even be considered.

When a customer says the item is not working - despite us proving it is - the dispute shouldn't even be considered.

When a customer decides to report it as "not as described" - after 3 weeks, surely the seller should have some protection? It says in our terms and conditions that we will replace any faulty item. So the very least we should've been asked to replace an item. But no, PayPal decided to refund the customer .....

..... And that is just plain wrong.

Disgusted.

[redpower]

I don't see what your problem is, you got the item back, in good working order....many people arent so lucky, so its not like your out money and product, so really your only problem was that they filed SNAD?

[prodigy1]

It's frustrating and I can't say I always agree but we all need to understand and accept it IS a buyer's world! This is not just true in the eBay/Paypal world but everywhere. Think about it, would any one of us shop at a store if they had a "no return policy" over a store that had one? Haven't we ALL returned something to Walmart, Costco, Target, etc at one time or another in our life simply because of buyer remorse vs anything real legit? Of course we have! So as seller's we have to accept this is a risk and cost of doing business in general and with eBay/Paypal. I've sold a ton over the years and I've had my share of unfortunate dealings like you describe but it is what it is and I agree, at least you got the item back in good order and now you can just resell it again and hope this time it all works out and you might just get lucky enough that it sells for more this time and makes up for your time and inconvenience. 

[estyesty]

Hello Frustrated.......You and I have the same name.....mine was similiar.....saying the item did not meet the description.

AND it was exactly as described.  they obviously didn't care about anything I sent only the buyers.

I had a NO REFUND printed in my ad.  But guess what?  I have been ordered to issue a refund.  Totally unfair.

I feel like they make these decisions on how many purchases the buyer/seller has made and goes in their favor.

In other words it's about $$$.  Very dissapointed and frustrated.  Esty

[PlainlyDressed]

I completely agree!!  I am so frustrated and fed-up with Paypal's ABUNDANT protection for the buyer, but NONE for the seller!!  I've been a long-term, HONEST, Ebay seller for years with pristine positive feedback to back up my reputation and just finally got burned.  I have to be super-sweet and nice to the buyer who is completely and utterly lying just to be a jerk about a perfectly pristine, good-working item, but because I run the risk of damaging my feedback rating, I have to let the guy win......just because he CAN.  The system is SO messed-up and it is definitely and truely a BUYER'S WORLD. 

[liuchess]

I thought your feedback percentage only applies for the 1 year now? Afterwards the negative no longer counts toward  your feedback percentage.

[mjoyerstamps]

Please see my entry of October 30.  We can only choose to grin and bear the multi-injustices or take our toys and go elsewhere. Wait....there is no elsewhere, and therein lies the problem

[mjoyerstamps]

The main problem as I see it, is the total arrogance and inflexibility of Ebay owned Paypal. While many problems are routine, many are also unique and require somebody to look at it and make a fair decision. I would gladly pay extra to be able to quickly reach someone, present my facts, allow for the buyer to present his, and both agree in advance to abide by a fair ruling on the matter.

It seems the common thread in al Ebay ventures like Paypal and Shipsaver Insurance  is: Make it hard to reach us, be inflexible and offer no personal service. It started with Ebay's brilliant ruling to allow no seller to provide factual negative feedback against a buyer, even if that buyer is a serial  defauder of sellers.

In the end, we choose to play in a rigged game or look elsewhere.

Ebay and Paypal could do so much better......