discussion Question about paypal refunds etc

[Steven000]

Hello,
I wonder if someone has experience with paypal claims or refunds :

A few days ago I received a 1/32 trumpeter stuka kit, which was damaged during transport.







Most parts are ok, but the clear parts were smashed and thus unusable...

I received no reply from the courier company (china post)

I started a dispute with the seller via paypal and now he suggest that he will contact his supplier and send me replacement parts...

We're talking about a Chinese seller and thus long shipping etc, the dispute ends on the 31st of march, after that I can no longer change the dispute to a claim...

Is the seller trying to buy time so in the end I'll lose all chances to get a refund or does anyone has a good experience in a same situation or dispute?

Thanks, all thoughts are welcome
Steven

 

[stillp]

I've had some success with replacements and refunds from Chinese sellers, but maybe I've been lucky.
Have you tried phoning Paypal to see what they say about it?
Was this an ebay purchase? If so, I'd raise it with them as well.

Pete

 

[Guest]

I've had some experience with non-deliveries mostly.
If this is an ebay purchase, escalate it to a claim for a full refund asap.
I know it's harsh, but I'd not muck about with this. The goods you received were damaged in transit (NOT your problem). It's up to the seller to resolve this in your favour. In my mind a full refund is the only option.
Just to throw a spanner in the works though, you may need to return the damaged item (the whole model) to the seller as per the 'agreement' that may exist between you & the buyer (eBay's T&C's...somewhere no doubt) when it comes to issuing refunds.
Always go straight to the seller with any problems, don't let them fob you off with you having to contact couriers...that's just not how it works in any 'distance selling' situation as far as I'm aware.

 

[Jason Crausby]

If it is Ebay raise it with them asap.. I have found they are pretty good in terms of awarding you a refund but it does take some time...so best to get it registered with them as a problem sooner rather than later.
Jason.

 

[john i am]

Open a case against the seller/vendor. I've had a 100% success rate in getting refunds in the past. I've never seen anything as badly damaged as yours before so I'm sure you'll have no problem whatsoever.

 

[Guest]

Hello,
I wonder if someone has experience with paypal claims or refunds :

A few days ago I received a 1/32 trumpeter stuka kit, which was damaged during transport.

View attachment 332566

View attachment 332567

View attachment 332568

Most parts are ok, but the clear parts were smashed and thus unusable...

I received no reply from the courier company (china post)

I started a dispute with the seller via paypal and now he suggest that he will contact his supplier and send me replacement parts...

We're talking about a Chinese seller and thus long shipping etc, the dispute ends on the 31st of march, after that I can no longer change the dispute to a claim...

Is the seller trying buy time so in the end I'll lose all chances to get a refund or does anyone has a good experience in a same situation or dispute?

Thanks, all thoughts are welcome
Steven

Hi Steven,
Contact PayPal direct, explain the problem and they will sort it out for you, explain that the seller has offered to replace the parts. Who is the seller by the way, I have had some good response from the ones i have dealt with and a fast turn around time. If it was ebay, then as the other guys have said contact them and they will call you back within minutes.
Cheers, Mike.

 

[Jim R]

I would contact the seller and ask for money back. It is their responsibility to provide goods. You do not have to wait for the manufacturer to send replacement parts. Your dispute is with the seller.
If the seller does not refund money then open a case on ebay.

Replacement parts are not really the issue. The item was not received in a satisfactory condition and distant selling rules say you are due a full refund.

Jim

 

[Wouter]

Simple, open the dispute on Paypal in any case, the seller has time reply and to send your replacements - if I recall correctly you can mention that in the dispute (he has a chance to reply as well). When the dispute ends and you received nothing you can also mention that. If so Paypal will investigate and chances are that you will get your money back. I had an issue in the past with a seller (they mentioned they sent a me a kit which never arrived, and in the Paypal dispute they failed to reply) - in the end I got refunded. So make sure you start the dispute on your Paypal page, it's your best guarantee.

Cheers

 

[Steven000]

Thanks for all the replies guys :thumb2:

Today I had a discussion with the seller both in the Paypal-dispute and via Ebay messaging...
He keeps asking to sent replacement parts, and ignores the refund-subject.

I don't trust this guy, and I'm pretty sure he won't be sending any parts.
I'm gonna give him some more time to think it over and will start a claim if necessary.

I am feeling a bit bad too, because in the end it's the carrier who is responsible for this damage and he get's away with it easily ...

Cheers,
Steven

 

[Jim R]

Hi Steven
The carrier may not be totally to blame. The seller may have not packed the parcel properly in the first place. My wife collects historical dolls. She once had one delivered simply wrapped in a black bin liner.
Even if the carrier is responsible then if that carrier consistently does a poor job they will lose contracts. It is a very competitive business.
Jim

 

[stillp]

Even if the carrier is responsible then if that carrier consistently does a poor job they will lose contracts. It is a very competitive business.

And the competitor of China Post is...?
It doesn't matter though, the buyer has made a contract with the seller, not the carrier. It is the seller who needs to deal with the carrier.
In cases like this where the buyer and seller are on different continents, ebay and Paypal will expect the seller to provide proof of dispatch for a replacement before they will close a case. If the seller does that, then you'll have to wait a while for delivery, but it doesn't sound as if he's going to, so I would expect an ebay case to be decided in your favour so you'll get a refund.

Pete

 

[Jim R]

And the competitor of China Post is...?

China Post did not deliver to Steve's door. A more local firm did and we do not know where the parcel was damaged. My reasoning is that if Steve feels the courier is at fault then it is the guy who rang his bell who is "it".
Jim

 

[stillp]

That's true Jim, but it's up to China Post who they contract with for the final leg of the journey - I think it's usually Royal Mail, but Steve didn't pay either CP or RM to deliver his kit, the seller did. I've tried to claim from RM for missing and damaged items, and they just say it's the sender who has to make the claim.

Pete

 

[Jim R]

Pete
Definitely right that Steve's complaint is with the seller. The seller can then pursue the carrier if he wishes. Whoever is at fault it certainly isn't Steve.
Most ebay transactions go well but if, like Steve, you are the one who is let down is is very annoying and upsetting.
Jim

 

[Gern]

Whatever else you do Steven, open an official dispute with ebay immediately! I had issues a couple of years ago with a purchase and followed ebay's advice to try and sort it with the seller before escalating the case. The seller messed me about and by the time I did try to raise a case with ebay, they told me it was too late - despite the fact it was their instructions I was following.

Get your dispute on the system straight away. I daresay that ebay has rules for sellers to follow in the case of problems, so if the seller does mess you about, he's going to have to argue with ebay as well.

PS Unless there are different rules in China, Trumpeter does not offer any sort of replacement parts service. Therefore it's difficult to see how your seller is going to be able to get hold of parts.

 

[Guest]

I've had some experience with non-deliveries mostly.
If this is an ebay purchase, escalate it to a claim for a full refund asap.
I know it's harsh, but I'd not muck about with this. The goods you received were damaged in transit (NOT your problem). It's up to the seller to resolve this in your favour. In my mind a full refund is the only option.
Just to throw a spanner in the works though, you may need to return the damaged item (the whole model) to the seller as per the 'agreement' that may exist between you & the buyer (eBay's T&C's...somewhere no doubt) when it comes to issuing refunds.
Always go straight to the seller with any problems, don't let them fob you off with you having to contact couriers...that's just not how it works in any 'distance selling' situation as far as I'm aware.

In reply to Georges suggestion you can get up to 12 paid for refunds a year on your return postage from PAYPAL .They require a couple of photos, one of the damaged parts, the parcel repacked and proof of posting and the value. I just took a photo of the postal receipt and they excepted it and had a refund within days.