PayPal has received online tracking information for the return of your
item(s):
You can resolve this case faster by logging in and indicating that you have
received the returned item. This will release the refund to the buyer
automatically. If you do not report the item returned, PayPal will verify
the tracking information and release the refund for you with no penalty.
Thank you for your cooperation.
Sincerely,
Protection Services Department
Later the same day (2/21/2007) I received the following e-mail from Paypal:
After careful consideration of the evidence provided in the case detailed
below, we have completed our investigation and decided in favor of the
buyer. Under terms of our User Agreement, we have debited the following
amount from your PayPal account as a refund to the buyer: $107.50 USD
I then appealed the claim. I sent photos of the processor that I used for the auction and ones I took the I received the processor from the buyer. These electronic images have EXIF information that verifies the date the photo was taken. I later learned that all attachments are stripped from e-mails to Paypal so they would not view these photos.
About an hour after filing the appeal I learned that it was rejected in the following message from Paypal.
We have concluded our review of your request to appeal the outcome of the
above case.
PayPal reserves the right to determine what constitutes "significantly not
as described", if buyers and sellers cannot reach an amicable settlement.
A seller may appeal PayPal's decision if the item is returned in a
condition significantly different than its condition when it was received
by the buyer.
However, the damage noted in the appeal of the above case was cited by the
buyer as the reason for the complaint. Therefore, the outcome of the case
will not be reversed and the appeal has been denied.
We regret any inconvenience this may have caused you and encourage you to
work directly with the buyer for further resolution.
Thank you for your cooperation.
Sincerely,
Roxanne
Protection Services Department
I called Paypal on the evening of February 21, 2007 and was told that it basically didn?t matter what I told Paypal. When a buyer says the part was received not as described in the auction the decision will be made to refund the buyer as soon as condition of the part as described by the buyer is verified. I told them that the first initial quote from the buyer ?hi i try this and is not working so can you please refund me the money or send me one that works? proves that the buyer is being dishonest.?
The interesting thing about this statement is the fact that you physically cannot ?try? a processor with damaged pins since you can?t plug it into the motherboard. It is also extremely suspicious to me that the buyer wouldn?t tell me what was wrong with the processor but did tell Paypal that the pins were damaged. He knew that I would vehemently deny the possibility of bent pins and would use the e-bay auction photo as proof that the pins were not bent. He knew it was to his interest to keep me in the dark as he executed his scam.
Another suspicious part of this dispute is the fact that not only was the processor damaged but the heatsink was damaged as well. It appears as though he dropped it. Perhaps to make sure that both parts were damaged so it looked like they were really banged up in shipping. Or maybe he did this to ensure that I wouldn?t request him to pay for the heat sink? Who knows how the criminal mind works?
I should also note that it is impossible for the processor or heat sink to have been damaged in this manner they were during shipping. The processor was in a plastic container, wrapped in bubble wrap, and then put in a box with foam ?popcorn? packing material. The box would have to have been completely destroyed for the heat sink to have been damaged. This is even more unlikely considering the fact that the package only went across town. No, the bent pins on the processor looked much more likely to result from improper insertion into the motherboard.
After going in circles with the Paypal representative for about an hour I requested to speak with a supervisor. I explained the situation to the supervisor called ?Jack.? I also found out that Paypal will not provide last names of any representatives. Nor will it allow you to speak to the dispute resolution specialist who made the decision on your case. In fact the dispute resolution specialists do not answer any phones calls.
I must say that Jack was patient and listened to my claim and seemed to feel my pain. I can?t say that for the first representative with whom I spoke. Although Jack couldn?t do anything about the resolution of the dispute he did offer me a $50 credit to my Paypal account in order to keep me as a Paypal customer. This offer did provide me with some comfort but I am still angry that the buyer got away with this crime.
Here are my conclusions and recommendations from this experience.
1. If a buyer claims a part was damaged during shipping and decides to damage the part because he/she decides he/she doesn?t want it there is nothing the buyer can do about it. Someone can buy a processor, overclock it, burn it out, and then return it for a refund as being ?not as advertised? by simply bending a few pins.
2. The only recourse the buyer has it to insure the product. The problem with this solution is now the insurance company has to pay for the buyer?s theft.
3. Paypal will not look at the buyer and seller?s e-bay feedback, which I believe is critical in determining which party is likely to be telling the truth.
4. Paypal will not closely examine the exchange between the buyer and the seller to further determine who is being dishonest. As noted in my case the buyer said he tried the part, which would be impossible with broken pins. It is also suspect that he would not work with me to resolve the issue but immediately escalated to a dispute. They say they look at the exchange but they don?t care about it.
5. Paypal will not accept photographic evidence relating to the dispute. There is no court of law that does not accept evidence. Paypal should at least view the evidence and then decide if it is pertinent in the dispute. Paypal has made itself judge, jury, and executioner but will not dirty its hands ?examining evidence.?
6. Buyers should not accept Paypal funds if they want to avoid these issues.
7. Paypal should allow the buyer and seller to speak with the dispute specialist that decided the case. Instead this person is shielded by representatives that tow the company line with worthless platitudes.
8. Paypal should not further infuriate the buyer by rejecting his/her claim in a form letter and then end it with ?We regret any inconvenience this may have caused you and encourage you to work directly with the buyer for further resolution.
Thank you for your cooperation.?