PayPal dispute - not as described

[3sixty]

Apologies if this is in the wrong section.

I sold a PC through a website and was paid by PayPal. The item was tracked and insured and delivery was confirmed with the buyer and also signed for.

I received a message to say that the item had been received and was working fine. A day later I received a message from the buyer saying that the PC was now not working after he had moved it. I suggested a few options for resolving it and he said he had tried it and it still doesnt work.

He has today raised a PayPal dispute for the item "significantly different than that described" and said the item never worked from when he received it and neglected to mention in the dispute about him moving it and causing the problem.

I have all records of communication to prove he said it was working fine. Normally I am a fair person and always accept returns, however he raised the dispute without mentioning that he was looking for a refund which annoyed me and also if he does return the item, I have lost my money and have a damaged PC which I will need to repair/sell as damaged which puts me 'down' on the deal.

It was sold through a personal classifieds website, not eBay. Does anyone have any experience of something like this? Anyone any advice?

[3sixty]

I understand your point (Although wasnt sold through eBay but PayPal but they are now one of the same).

I am baffled how he can damage an item and I am expected to accept it back in a worse condition than it was sold in?

[3sixty]

Thanks guys.

He has escalated it to a PayPal advisor now, will be sending my response this evening.

[3sixty]

Yeah, as above depending how heavy handed he was he.could have done quite a bit of damage

He also admitted "having a fiddle" inside the case.

I really can't see how they can side with him, but we shall see

[3sixty]

singlecoil said:

plasticpig said:

singlecoil said:

This is the bit that interests me. How can moving a computer cause it to stop working?

Loose connector or dry solder joint. There are quite a few ways that shifting kit around can bugger it.

I daresay, but is that the buyer's fault? I'd expect to be able to move a computer without it failing. Rough handling or fiddling inside I would not expect to get away with, but moving, certainly.

At the same time, as a seller, I can't be held accountable for the PC working on arrival and then not working following him moving it, however he has done it.

[3sixty]

He clarified the PC was working when he received it, he turned it on and it worked.

It began to not work when he "moved" it. I have to stress this is only his word, I completely agree a PC should not stop working when its moved. However, this is only his description, he could have taken a hammer to it and it stopped working and he is covering his tracks for all I know.

If he hadnt confirmed it as working, I would be happy to discuss a refund or return. The fact he said it was working and then it stopped as a result of him doing something to it, whatever that may be (Moving, fixing, dropping etc.) I dont feel is my responsibility.

[3sixty]

singlecoil said:

3sixty said:

The fact he said it was working and then it stopped as a result of him doing something to it, whatever that may be (Moving, fixing, dropping etc.) I dont feel is my responsibility.

Well, as far as PayPal are concerned, I think they will decide that it is your responsibilty, whatever your feelings in the matter.

I hope not, but then to what extent does it stop to be my responsibility? Is there a definitive time where it stops becoming my responsibility and starts becoming his?

If they do side with him, he gets a full refund and I am returned a PC which is not in a re-sellable condition, for something which I truly believe is his doing.

[3sixty]

This wasn't sold via eBay

[3sixty]

Decision day today, and its gone against me.

I called up PayPal and the guy was quite friendly. He understood my side but said PayPal never look at any evidence the seller provides as "the buyer has the item so he is in the best position to describe the issue and we therefore side with them"

Completely baffled but in the end gave up trying to explain my side. He said if he doesn't send it back recorded there is no refund and if there is anything wrong other than that described I can claim my refund back.

Slightly below the belt, but he described it as "not turning on" as the issue. The PayPal guy said if I find the power supply has blown etc, this is not as he has described and I can get a refund.

Not sure if I want to go down this slightly sly route, but will see the state of the returned first

[3sixty]

Completely agree with all the points which was exactly what I said to the PayPal guy. To be fair to him, he did understand but was saying that those are the "rules" for claim handlers.

He will be posting a 8kg PC from Rep Ireland to England, so will be classed as outside UK and I know it cost me £40 to send it fully compensated with a courier website. Hopefully he tries to go Royal Mail and gets put off by the £80 postage or doesn't send it recorded

Are you allowed to not sign for something and have them give it you? I thought they were not handed over until signed for (That's what the last UPS delivery guy told me)

[3sixty]

Alls well that ends well.

He had 10 days to provide PayPal with a tracking number, this elapsed and so I now have the money back in my account

[3sixty]

Alls well that ends well.

He had 10 days to provide PayPal with a tracking number, this elapsed and so I now have the money back in my account