Confusing claim resolution.

[sandyring]

I am hoping someone can help explain this to me, because PayPal cannot and keep repeating in parrot fashion something which makes no sense to me.

Scenario, I ordered a product from an online company, I was expecting a certain colour, when it arrived it was not the colour as in the picture, so I refused delivery; I stated all this in the dispute form I had to fill out.

I raised a dispute with paypal, they advised and I quote:
We've reviewed the transaction(s) and are refusing your claim(s). This decision was made because Buyer Protection only covers item(s) or services that weren't delivered or are significantly not-as-described.

I cannot quite fathom this other than the fact paypal insurance is not worth much these days and are trying to cut down on costs for disputes or something similar.

[kernowlass]

@sandyring 

Shouldn't have declined delivery....

1. If you filed a dispute for item not received then the seller could prove the item was delivered to you but declined which was your choice.

2. If you filed for item received but not as described then the item has to be significantly not as described as paypal does not get involved in minor quality issues ie colour as that would be for you to sort with the merchant.

Apart from that even if you had won the (2) dispute to get a refund you would have had to have returned the item (trackable to prove delivery) back to the seller first. Any tracking would have stopped on delivery to you and the return/declined item would not have any tracking so you would not have got a refund.

[sandyring]

ok i guess no one can answer this, it's like showing someone a spade and them saying no that's not a spade.

1 - I have it on cctv I refused delivery.

Anyway lession learn't, better to use a credit card and their insurance going forward rather than paypal.

[kernowlass]

@sandyring 

Paypal does not accept proof of delivery apart from a tracking number supplied by the seller to prove delivery to you OR a tracking number supplied by YOU to prove delivery of the item back to the seller.

CCTV is not considered and by refusing delivery you did not have a tracking number to supply to paypal so you lost (that is if you had filed a claim which was not guaranteed).

Iff you don't believe me or don't want to believe me then read Paypal_Olivias post on this thread.

https://www.paypal-community.com/t5/Disputes-and-Limitations/Pictures/m-p/1778021#M52065