PayPal
Dispute Over Item Shipped to Germany Closed for Buyer
- 04-29-2009
- 34
I am complaining about how PayPal handles international disputes. Here is a short background on my issue.
I sold an item via eBay to a buyer located in Germany (the buyer has 0 eBay transaction history). On 3/2/09 the payment via PayPal was received, and on 3/3/09 the item was shipped to Germany via USPS. In about 2 WEEKS, the buyer opened a dispute that the item was not received (don't you think it's TOO SOON?).
I sent a message to the eBayer, saying that it was too early to worry yet and asking him to update me later. The buyer was not responding. After dozens of unsuccessful contacts, I escalated the dispute.
I called PayPal many times and asked for help, as the buyer was not responding and did not update the case. As the item was sent via USPS overseas (I guess), they use a different system, which does not update the transaction status on the USPS site. I went to the post office, and they gave me a copy of the customs form for that shipment, which I faxed to PayPal as proof of delivery.
When I was checking the status of the case, it stated that it was waiting for a response from the other party (the buyer). After more than a month of "INVESTIGATION," PayPal closed the case in favor of the buyer. When I called and asked why the case was closed and the money given back to the buyer, and whether he had responded, the answer was negative; he never responded. They said that the decision in favor of the buyer was made because I made a mistake by escalating the case. If I had not done so, the case would have been automatically closed after 20 days in my favor. (What difference does escalation make?)
The PayPal agents I talked with absolutely agreed with me that the buyer received the item (otherwise he would probably have checked his case at least once) and just ignored or forgot about the case. But as he did not update or respond, they gave him the money back. So I lost the item, the money, and time, but PayPal is the winner, making money on both transactions (when the buyer paid me, and when money was taken from me for the buyer). Isn't this a clear RIP-OFF?
Company: PayPal
Country: USA
Phone: 8882211161
Site: paypal.com