PayPal's buyer protection policy is FLAWED. Here's why.

[vlz66]

I've been a PayPal customer for more than 15 years. I'm coming to the conclusion that there's really no point in using their services as a BUYER anymore. Their so-called BUYER PROTECTION has a huge limitation. I'll explain. Imagine you bought something from overseas. You receive it and you realize it's NOT as described (the seller sent you the wrong item or used item or something else). You start a claim and what happens next is something many buyers don't know about.  PayPal's review is an AUTOMATED process most of the time. Don't be fooled by those emails PayPal sends you that read "We reviewed your case.." or "We are going to review your case in the next 5 days". When people read "WE", they think some HUMAN BEING. No, there's no human being involved. It's just AI.  You waste your time uploading documents and answering questions. NO ONE READS them. In the end, if buyer and seller cannot reach a resolution, PayPal sends the buyer yet another automatic email that states "Return the product. Upload a tracking number. And you'll get a refund". Here's the PROBLEM with that. If the buyer has been able to demonstrably show that the seller is at fault AND especially if the seller does NOT deny wrongdoing, why should the buyer incur the cost of return shipping? This is like a penalty!  You may even have a situation -- I found myself in such situation -- where the return shipping cost is GREATER than what your refund will be! That makes the return pointless! I am convinced sellers know this and take advantage of it! They think "Buyer is unlikely to return the product due to high shipping cost, so the case will automatically close IN OUR FAVOR!" This is disgusting. So what's the benefit of using PayPal as a buyer?! If you are a buyer, you might as well deal directly with your bank (if you used Credit Card as payment method). Forget PayPal! Believe me when I say it's a total waste of time to file a claim with them. One final thing. PayPal's (foreign based) Customer Support is absolutely horrendous, but I don't have time to write about that. I can write a whole book on it! 

[kernowlass]

@vlz66 

Buyer protection is not a 100% guarantee of cover for everything. As both sellers AND buyers are paypals customers then they can only give 'some' buyer and 'some' seller protection. So you read up on it and then risk assess your transactions.

Even credit cards have terms and conditions and don't guarantee a refund for everything.

Secondly you do actually have to read the buyer protection policy because in the event of a dispute you need to bear in mind possible return trackable costs before you go ahead and buy from that seller / country.

Paypal state this >>
IMPORTANT: You may be required to return the item to the seller or other party we specify as part of the settlement of your claim. PayPal Buyer Protection does not entitle you to reimbursement for the return shipping costs that you may incur.

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.
 

[Ollers]

PayPal is complicit in fraud. I provided proof that I was scammed and they sided with the seller. It’s now clear they do so as they profit from it. I will add…they agreed that the company was Fraudulent and that I had been scammed. I also paid on my credit card as legally they should reverse CC transactions specifically as on a CC you can reverse fraudulent transactions but PayPal won’t…because they profit from it. It’s disgusting.

[Margie391]

Yes best to spread the word -DO NOT USE PAYPAL

[vlz66]

@kernowlass

True. Their policy does imply that sellers aren't required to pay for the return. Even PayPal CS told me so. I get that. All I'm saying is it's NOT fair sometimes. I ask the question again: what's the benefit of using PayPal as a buyer? I contacted my credit card issuer. In 48 hrs, they sent me an email saying they permanently credited my card and closed the case. I gave them the exact same documents I gave PayPal. No need to return anything. PayPal lies thru their teeth when they say they can't do this. My theory is that they don't want to alienate their business customers, the sellers. Finally, it's annoying when they create the impression that some CS agent reviewed the matter and carefully made some decision. As I stated previously, the entire review process is 100% automated. Maybe once in a blue moon an actual human will look at a case.

[Margie391]

I agree its flawed and I wont be using them again.

I have an email saying the money refunded by the seller has been refunded to Paypal but Paypal apparently do not have any record of it although I have all the Transaction numbers and details!