Why is PayPal so unfair and unprofessional

[nelson141992]

So I sold a figure for over 300 dollars, and it was shipped to the buyer in a very big box. The buyer told me that the item had been damaged and so he opened up a dispute on PayPal, asking me to give him a refund. I told him to show me proof of the damaged item and he did. He said that the item was packaged very poorly and that it was wrapped in layers and layers of plastic and that he didn't want it.

I saw the pictures but I didn't see the packaging box anywhere in the photos. I asked him about it, and he told me that there was no box. Obviously he was lying because the item was shipped out in a very big box. 

PayPal did the wrong thing and refunded him and I wanted to appeal their decision. They sent me an email a few days later and told me to contact the local police department and obtain a police report so that I can fax it to PayPal. I went to the local police, but they told me that it was a civil matter and not a legal matter, therefore it wasn't a matter for the police to handle.

So I phoned PayPal, and a guy picked up. I told him about what happened and explained why I couldn't obtain the police report. He just told me to go to the local police department and obtain a police report and that I had 10 days to do so. I told him that I couldn't for the reasons that I just explained to him and then I was put on hold for a long period of time.

When he finally got back to me, he told me AGAIN to obtain a police report and that I had 10 days. It was like he wasn't listening to me at all! It was very frustrating to talk to him. I told him again that the police don't deal with this kind of stuff and there was no way for me to obtain a police report when I can't even see a police officer. So he says that he'll write a note saying that I couldn't obtain a police report and that I'll receive an update from PayPal in a couple of days.

Honestly, why are people like him even allowed to work for a company like PayPal? This isn't your small, average company.

[femmefan1946 · Accepted solution]

The police report is one of theft or fraud. Both are criminal matters.

However, in my own experience it is sometimes necessary to  p push the police a little when there is nothing they can do about ithe problem.

(When my daughter was in high school, her boyfriend was beaten up by an acquaintance who was out of juvie on parole. The beat cops refused to take a copy of the miscreants yearbook photo without the permission of the principal! After we phoned the police commissioner, a personal friend, the kid was picked up at his mother's house - although she had a restraining order against him- and went back to jail. Sometimes you have to push.)

You also have the right to demand that the item be returned before a refund is made. Now this may mean you get a box of shards, but the buyer doesn't get to keep both the money and the item.

[nelson141992]

Sorry, I didn't include everything in my first post. The buyer shipped the item back to me and the payment was automatically refunded to him. However, the person didn't ship back the original box that it came in because he said that there was no box.

If there was no box, then the item would have been completely ruined because of no protection, not just one or two pieces like he claimed. Plus, items are not even allowed to be shipped out without a box. Where would the address be written? The item was shipped in a very big box, there was no way the actual figure could be damaged. This person is a liar.

Also, PayPal told me to obtain the police report within 10 days or they won't consider an appeal. This is very unfair to sellers.

[nelson141992]

It's really stupid how there's no option to edit or delete postings.

My theory is that the buyer damaged the item himself and sent it back to me OR he sent me a different, used figure and kept the new one for himself.

The police told me to speak to a lawyer, not them. What am I supposed to do?

[dmil8030]

<<Sorry, I didn't include everything in my first post.>>

That would appear to be the case.  First you say you asked to see proof of the damage, whereby the buyer then showed it to you, "I saw the pictures".  Then you say he mailed it back to you. 

<<This person is a liar>>.  A lot of people are, yes.

The way a return works through paypal is the buyer returns the item at his own expense with Delivery Confirmation, and once it is ascertained that the seller has the item back, the buyer is refunded.  Section 4 of this link tells you all about that:

http://pages.ebay.ca/help/buy/item-not-received.html

I suspect that he shipped it back to you in a smaller box believing the bigger box would cost more to mail.  It is okay to return an item without the original shipping box, - as sometimes these are indeed damaged to the point where they cannot be re-used. 

There is a very good chance that the buyer 'swapped out', - returned his own broken item for the new one.  And with paypal's no-questions-asked refund policy, there is not much you can do if you cannot prove the item you got back is different from the one you sent.  The absence of the original box means nothing.  You've got an item back, of which he has pictures 'proving' it was broken.

What does the buyers feedback look like?  Has he bought one of these before?  Has he bought from someone who also sells them, meaning he 'could' have bought one at an earler date?  It will do your case no good, as the other could have been a gift for a friend and yours he bought for himself, but it may help answer some of those silently nagging questions.

For your own satisfaction, however, - put the broken item on a table with a good light, preferably afternoon sunlight.  You have other figurines like this one, - so comparing the returned one with a new-out-of-the-package one, are there any discernable differences?  Take a magnifying glass, - is there any residue of dust in the crevices?  It won't solve the problem, but sometimes it is better to know the dreadful truth and move forward than to remain haunted by an enigma.

Paypal will not reverse their decision on your say-so because would they do that then every seller who gets a return would demand compensation.  The buyer played by the rules, even if you believe he cheated.  That is why they tell you if the police will consider it, they might then take action. 

I wish you well in future. 🙂

[nelson141992]

But the police won't consider it though, and there's nothing I can do except go to court!

Why do sellers get the short end of the stick?

[hereiam87]

A big box,

?:| what kind of packing material was used?

Was it a big box full of popcorn?

I could see a figurine breaking if popcorn was used.

Heavy item settles to the bottom.

I've had guitars shipped to me,

 big box, filled with popcorn, my guitar inside another guitar box, double walled & double shock proof..Ingenious 

[femmefan1946]

Plus, items are not even allowed to be shipped out without a box.

Huh? I rarely ship in a box. Too heavy and bulky. Mostly I use poly envelopes. 

Of course, my books are not particularly breakable.

Anything you can write a clear address on is perfectly acceptable to the post office. 

The buyer returned an item with Delivery Confirmation. The return cost him money- over $25 if he is in the USA, nearly as much if he is in Canada.

So, if he did return the item you sent, he is out that cost and has nothing to show for it. You at least have the (or an) item that can possibly be resold.