PayPal dispute advice please


Nick_Hilton 15 599 2 United Kingdom
9 Aug 2020 3:59PM
Wondered if someone far more knowledgeable can advise me of the PayPal dispute process as Iíve never experienced this before;

In short a camera was bought off Facebook market place. The camera was checked and was working perfectly. It was posted next day insured to the buyer.

The buyer claimed he was on holiday - so why did he ask me to post it next for next working day.
2 weeks after the item arrived he has sent me a picture of the rear screen not working.
He has opened a dispute via PayPal asking for £200 towards a repair or the full £500 back.

At the moment I have responded and refused - whatís the next stage of the process?
I assume if I loose PayPal will forcefully closing the £500 off me ?

Iíd appreciate some insight into the process.

Thanks
bppowell 18 2.2k 2 England
9 Aug 2020 8:13PM
If you have evidence the camera was working ok and had no faults upload that to the dispute area. The next stage is if you and buyer cannot come to an arrangement, PayPal will make a decision based on the responses of both parties

Barry.
Nick_Hilton 15 599 2 United Kingdom
9 Aug 2020 9:11PM
Thanks for the reply,
So if I lose how do they get the money from me if there is none in my account?
bppowell 18 2.2k 2 England
9 Aug 2020 9:15PM
Not sure on that point up to now I have not lost. Do you have your PayPal account linked to a card or bank account, they could take it from there or I suppose they could go through the courts.
Nick_Hilton 15 599 2 United Kingdom
9 Aug 2020 9:44PM
I do have it linked to an account but there is nothing in it. Just wondered as I'm guessing the seller usually loses.

It's his work against mine really. I said it worked when I posted it he says it doesn't work.

sausage Plus
16 672 United Kingdom
10 Aug 2020 8:28AM
What I've heard is that they greatly favour the buyer.
I am very wary about selling this sort of stuff on ebay/Paypal etc. There are a lot of scammers about.
A mate of mine had problems once. The buyer said there was a fault and wanted the price reduced. My mate refused and told him to send it back.
He didn't hear any more.
Nick_Hilton 15 599 2 United Kingdom
10 Aug 2020 8:50AM
Thatís what Iíve heard they favour the buyer. I suppose just need to see if it take it further, from the picture he sent it looks damaged the screen.
As it was insured with the post office Iíve put a claim in but itís almost impossible to prove it was working and has been damaged
LenShepherd 12 4.2k United Kingdom
10 Aug 2020 8:53AM

Quote: Do you have your PayPal account linked to a card or bank account, they could take it from there or I suppose they could go through the courts.

Unfortunately probably not Sad
While cards companies have significant liability in a situation like this IF "direct" transactions are made directly through them, the credit card conditions usually exclude any responsibility if a payment is via a third party agency such as Paypal.

This is one reason why I avoid using Paypal.
When buying goods via Paypal such as Paterson Photographic I am current learning it takes Paypal over a week to pay Paterson!

If you ask for the camera back check the serial number of the one you get!

When I sell direct I get the money in my account first, take photos of the equipment, keep the original receipt with serial number from when I bought it, and send it Royal Mail Tracked Delivery. I then give the tracking number to the buyer so they can follow progress - which is usually overnight in UK but can take 3-5 days to Europe.
Nick_Hilton 15 599 2 United Kingdom
10 Aug 2020 10:29AM
Len,
I took all the precautions like making sure I had the money, took photos of the equipment and insured it with Royal Mail.
However even with all that evidence itís still my word against his if he says itís not working, but wit the picture he sent me the screen is not functioning.
If I was going to get the camera back to resell then I could cope with that but it looks like from the face of it he has had it for 2 weeks dropped it now claiming he was on holiday when the package arrived and has only just checked it and found it not working.

LenShepherd 12 4.2k United Kingdom
10 Aug 2020 1:13PM

Quote:Len,
I took all the precautions like making sure I had the money, took photos of the equipment and insured it with Royal Mail.
However even with all that evidence itís still my word against his if he says itís not working, but wit the picture he sent me the screen is not functioning.
If I was going to get the camera back to resell then I could cope with that but it looks like from the face of it he has had it for 2 weeks dropped it now claiming he was on holiday when the package arrived and has only just checked it and found it not working.



Or maybe he took a picture after first removing the battery?

I would try to get the camera back with a refund of the money - and hope the camera has not been damaged while in the buyers possession.

I am intrigued by how quickly the buyer got a reliable price for repairing the camera bearing in mind he claims to have been on holiday for most of the 14 period.

Nick_Hilton 15 599 2 United Kingdom
10 Aug 2020 1:23PM
Len,
Exactly and Iíve put the in the PayPal dispute. He know I was posting it first class next day delivery when he bought it. But then told the PayPal dispute he had just opened it as was away on holiday for 2 weeks.

The picture he sent showed the back of the screen on but just coloured lines so it does appear to be damaged.
thewilliam2 3 1.5k United Kingdom
10 Aug 2020 3:23PM
When selling on Fleabay or similar, it helps to photograph so that the serial number appears in one shot and never to use generic pictures. When one friend sold a near-new pro-zoom on Fleabay, he couldn't be bothered to produce his own pix and used the generic images. The buyer claimed a return/refund and sent back a dog-rough copy of the same type of lens. My friend could do nothing about it and lost heavily.

You could take pictures during the packing process to show that the item was in good condition and reasonable precautions have been taken against damage in transit. If the buyer claims it arrived broken, why not claim against the insurer? In my experience, insurance companies are experts at seeing off vexatious litigants and the buyers might withdraw the claim when they learn that an insurance company is involved. This also happens with vexatious PI claims.
chase Plus
15 1.8k 444 England
10 Aug 2020 3:40PM
Did someone sign for the package ? if so, you can check when it was actually received.
Nick_Hilton 15 599 2 United Kingdom
10 Aug 2020 3:47PM
Thanks for comments,
The package was insured through Royal mail. I have pictures of the item in good condition and showing it's well packaged.

The buyer is showing me my camera and that the screen is scrambled in a picture he took.

At the moment I haven't given him an address to return the item otherwise that adds weight to paypals case for a straight refund.

I'm objecting through paypal why has he had the item2 weeks then told me it not working. He claims someelse signed for it which is true as you cant read the signature it's just a squiggle.

If you had ordered an item and asked the buyer to sent next day delivery knowing you were on holiday for 2 weeks then it looks sus
altitude50 16 19.8k United Kingdom
10 Aug 2020 3:52PM
The coloured lines could be a representation of anything, an image of a piece of paper for example or something out of focus.. The buyer might be honest and straightforward, but there seems to be a lot of doubt.

Was there any statement that the package was damaged in any way?

I have not had many problems with items bought or sold off ebay using PayPal, over 16 years, any conflicts have always been settled fairly.

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