Refund for faulty goods after paying through PayPal

[Farhan-K]

Hi there, I bought a mobile battery bank online from a site called mobile fun.co.uk, it was £19.99 but I wanted next day delivery so it cost £26.98. Now the product came to me faulty and I’m issued a refund of £17.99. Which is less than what I paid for the product alone? Am I not entitled for a full refund? It’s even in their terms and conditions if a product is faulty I should receive a full refund, but I wanna ask am I liable for delivery refund too? I paid £7 or so delivery charge for a product I got which was faulty. What can I do?

[kernowlass]

@Farhan-K

Paypal state the below under buyer protection  >>

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.

However paypal would help you with those costs IF you had activated the below link in your paypal account before you made the transaction.

https://www.paypal.com/uk/webapps/mpp/refunded-returns

[Farhan-K]

Hi that’s a useful link you sent me but I’m ok with returning an item, the problem is I paid more for delivery, so I paid £6.99 or so more when I purchased the product, if I return the product solely for it not working, aren’t I entitled to a full refund? The refund I’m currently being sent is less than what I paid for the product alone? And I should be refunded in full if I was sent an item that doesn’t work? That’s what I thought of it?

[kernowlass]

@Farhan-K

If you opened a paypal dispute and won then yes the seller would have to refund you the full amount of your original payment.

That is once you had given paypal the tracking number to prove delivery of the item back to the seller.

 (I'm off out for a swim in a mo, so will log back in later if you want anymore info) but if you want to go via the dispute route then  >>

How do I open a dispute with a seller when a purchase goes wrong?

You can open a dispute in the Resolution Centre of your PayPal account within 180 days of payment if:
•You don’t receive the item
•You receive an item but it’s significantly different than the description on eBay or on the seller’s website

By opening a dispute, you can communicate directly with your seller to work out a problem transaction.

If you reach an agreement with the seller you can close the dispute. If you're still not happy with the result, you can escalate the dispute into a claim. We'll review the claim and decide on reimbursement.

These steps apply to UK Personal accounts. If you have a Business account, please log in to see the steps that apply to you.

To open a dispute:
1.Log in to your PayPal account.
2.Near the bottom of the page, under 'More about your account', click Resolve a problem in our Resolution Centre.
3.Click Dispute a Transaction.
4.Select the button beside the transaction you want to dispute, then click Continue.
5.Select ‘Item dispute’, click Continue and follow the on-screen instructions.

Note:
•Generally buyers must wait at least 7 days from the date of payment to escalate a dispute for an item not received
•Where an item has not been received, please ensure you have given the seller enough time before opening a dispute

https://www.paypal.com/uk/webapps/mpp/first-dispute

DO NOT CLOSE THE DISPUTE UNTIL YOU HAVE A CLEARED REFUND OR YOUR ITEM WHATEVER THE SELLER SAYS. ALSO DON'T FORGET TO ESCALATE THE DISPUTE TO A CLAIM WITHIN 20 DAYS IF THE SELLER DOES NOT REFUND.

If that does not work then if you funded your paypal payment via a card then contact your card issuer and see if they will do a chargeback for you.