The screen on Laura Eichenhorn’s new Acer Chromebook is warped. But when she returns it, PayPal keeps her money — and the merchant keeps her computer. How do you fix this PayPal problem?
Question
I bought an Acer Chromebook through eBay recently. When I received it, I saw that the screen was warped, so I returned it to the seller.
I filed a report with PayPal that the item was not described and requested a refund. However, during my discussions with PayPal, a representative suggested that I also file a credit card chargeback to get a refund for my shipping costs.
PayPal then closed my case and allowed my bank to take over. My bank sided with the merchant who had sent me the warped laptop, and now PayPal has my $190 and the merchant has the damaged laptop computer. Can you help me? — Laura Eichenhorn, Southfield, Mass.
Answer
You shouldn’t have filed a credit card dispute. A credit card dispute, or chargeback, is your last resort for recovering your money. I describe how and when to use it in my free guide to credit card disputes on this site.
The PayPal representative you spoke to gave you incorrect information. But are you out of luck?
It sure looks that way. The merchant has the computer. PayPal has your $190. And you have nothing.
Parenthetically, you might reconsider your relationship with your bank. It should have either asked for more information on your claim or sided with you in this dispute.
In my experience, the best banks will try to resolve this outside the formal dispute process — by contacting the merchant directly and finding some middle ground — mostly because it’s less expensive for everyone. Also, in my experience, it leads to a fairer outcome.
Does eBay have any responsibility for this?
Even though you see this as a PayPal problem — and even though I agree with you — it’s worth taking a look at some of the protections you have when you’re buying through eBay. Knowing your rights can help you navigate a situation like this.
Here’s what you need to know if you find yourself in this predicament.
- You have a right to a refund. If an item is not as described, you’re entitled to a full refund, which includes return shipping costs. This right is part of consumer protection laws that require goods to be of satisfactory quality and as described.
- Proof of Purchase. You don’t necessarily need a receipt to claim a refund. A credit card statement or PayPal confirmation can suffice as proof of purchase. Keep all records of your transaction.
- You have time. There’s no strict deadline for reporting defects. You have a reasonable amount of time, based on when you discover the issue. For example, if you buy a lawnmower in winter and notice a fault when using it in spring, it’s reasonable to report it then.
- Remember eBay’s buyer protection. eBay tends to favor buyers in disputes over items not as described. If you claim an item isn’t as advertised, eBay typically sides with the buyer, making it essential for sellers to provide accurate descriptions and clear photos.
A few things to remember: Always inspect your item when you receive it through eBay. The sooner you spot the problem, the easier it will be to resolve it. If you have to return the item, the seller usually pays your shipping cost, not you. Also, if a seller refuses to accept a return for an item claimed as not as described, eBay will often intervene and enforce a return.
How to resolve this PayPal problem
You needed to get the attention of someone who could fix this. I publish the names, numbers and email addresses of the customer service managers at PayPal on this site. I think you had to get your case in front of a supervisor who could listen to the calls and make sure PayPal didn’t mislead you — and if it did, to fix it.
This is one reason why I never trust anything an employee says unless it’s in writing. It’s just too easy to say something and then forget it. The newest version of Apple’s iOS allows you to record and transcribe your phone conversations. But state privacy laws make it difficult to use the feature, so it’s just better to get any promise in writing.
You reached out to my advocacy organization for help. I asked PayPal to take a look at your problem. It reviewed your phone calls and it apologized to you for “any incorrect information you received from our team.”
PayPal credited your account the full amount of your purchase, including an extra $21 to cover the cost of shipping.
