Paypal Buyer Protection for Counterfeit Items - where has that gone!!?????

[666prozac]

I have posted previously regarding this but claim is now closed and I am furious! Its a long one but I would really like some advice if anyone can be bothered to read it - who do I complain to about Paypal - FSA???

Purchased 4 pandora charms & a pandora ring from Gumtree

Items arrived & one charm & the ring didnt seem right

Took items to a local jeweller & Pandora - stones in ring not real, hallmarks missing - charm fake and not even silver

Contacted seller (over several days) - no reply

Opened a dispute - no contact from seller

Escalated to claim - SNAD

Seller replied stating phone had broken - asked me to return & gave me address - stating 'she would check them and refund if necessary'!! I replied and stated that I had alreay escalted claim due to non-contact so could she please reply via paypal - whch she did.

Paypal asked for supporting evidence rom myself - uploaded pictures of fake items alongside pictures from pandora website showing differences between what I had received v what they should look like. Also uploaded information from the jewellers and a photo of the charm stuck to a magnet (those of you in the know will be aware that solid silver does not stick to a magnet!!).

Paypal reviewed and asked me to return items to seller for a refund (to me this request was proof that they accepted my evidence that 2 items were counterfeit!!??)

Address they issued me was different to one on the reverse of the original package I received the items in & the addres the seller had given me. I called and advised - they stated that I must send to the address they had on record even though it did not match the details the seller had provided - this I understand however it was on the original parcel as a senders return address and advised by text - I asked if they should check with her that they had correct information - I was advised again that I was to send to the address they had on file as that was the correct address as far as they were concerened!

Returned items via 1st class recorded on 14/2/15.

Week later royal mail tracking still stated just the info of when & where it had been received by them for posting and that it was progressing through their delivery network. I checked paypal website and everything there was still awaiting delivery - I could see my tracking info and it stated they would contact me by 3/3/15.

I contacted royal mail to ask about the lack of update to the tracking - they advised that indeed there was the posibility that it may be lost but also that the item may be undeliverable and I had to wait 18 days from posting to claim (this also took me to 3/3/15 in line with paypals date). If the address was dangerous, empty, derelict etc they would not be able to deliver and that if they cannot leave a card (while you were out etc) that the system would not be updated.

On 22/3/15 I logged back into my paypal however the screen had changed from the 'item return' tab back to 'reviwed by paypal' - my tracking info provided had also gone and the date that they would contact me by had changed to 22/3/15. I called paypal to ask why the info had gone and why it wasnt still showing on the 'item retun' tab and also why the date for them to contact me by had reduced by 9 days - I was advised that they lock the screen down so further information cannot be added (by seller/buyer) as it is being reviewed - this made no sense to me as I thought you could only add info IF paypal requested it and there was a highlighted tab to click in order to do so??!! I asked why it had been locked down then on a previous action rather than on the 'item return' one meaning that the date had been reduced, the tracking wasnt visible and that now I should be hearing from them by today - the day I was calling. He gave me the same answer and advised that he would change the date to 28/3/15 to give it more time for parcel to appear. I advised the situation regarding the address and he just advised that I had done the correct thing in sending to the one they had on record - if I had been given a different address that was not my problem or theirs - as far as they were concerned the address they had was good and was correct!!

The following day I logged into paypal again - the date had indeed been changed - by one day - the 23/3/15!

Yesterday morning I received an email advising that they had closed the claim ad that I would not be getting a refund as they had no proof of delivery or attempted delivery. I called again - thankfully got someone who was prepared to answer my questions rather than read an automated reply that had no relevence to my question - however the answers I was given made my blood boil! I appreciate that there is no upated info on the tracking - so it looks like the item is lost - however I asvised that the address they had was incorrect and that if indeed that address was empty/derelict etc etc that no card would be left - I advised I could send details from the seller herself advising me of her address. I was told that Royal Mail had given me incorrect information and that she was an expert in these things and that even if royal mail were unable to leave a card they would still update their system stating delivery had been attempted (something which royal mail and my local postman have said is not the case)!! I do understand that the tracking basically states nothing apart from proving I posted the items but the fact that there is a question over the address should mean they investigate?? I asked this question and asked why, with some doubt as to the details they hold not being upto date, had someone not contacted the seller asking for clarification or proof of her address. Paypal advised me that it is the account holders responsibility to make sure their details are upto date and correct and not theirs!! Really?? Does that not provide a hotbed for fraudulent activity?? It states in their user agreement that the account holder should make sure that ALL their details are correct - by not doing so is my seller not breaking that agreement!!!???

I also asked - being as some items were counterfeit - why they had to be returned - I have only ever been in this situation once before and the item then was not returned and had to be destroyed. Why not allow a partial refund for the good items and destroy the counterfeit ones? By returning the items it was allowing the seller to re-sell counterfeit items again! I was advised that this used to be the case but that it had changed (it has, i checked) - the seller is allowed their items back even if they are counterfeit uness paypal decide they want to intervien!! It states that paypal MAY advise authorities & the seller MAY not receive their items back - this cant be right!!!

I have been advised to contact royal mail for a claim - which I cant do until 3/3/15 - why do paypal not have the same timescales as royal mail - the case should remain open until that date at least??

So in short - paypal have the wrong address for the seller which they are not interested about as its 'not their responsibility to make sure its correct' and its now OK to sell counterfeit items because even if paypal accept the buyers evidence they will allow you to have them back so you can re-sell somewhere else!!

The money was not a vast amount in this situation but I am furious that paypal do not give a crap about the things they advertise they can protect you from - FRAUD!!

I also asked about their 'appeal' button - which has been missing for years looking at other discussions - according to their website they tell you exactly how to appeal and when I questioned them they even told me it was there!! After I advised this was most def not the case I was advised that 'in some cases we make the appeal process available and in others not' - WHAT!!! where is that advice on the help page on how to appeal - nowhere I can tell you!!!!

ANY advice would be greatly appreciated

[kernowlass]

If an item is lost in the post then claim from RM just the same as a seller would have to do if she sent an item to you that was undelivered.