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homerun28aa
Active member
- Jun 8, 2011
- 19,072
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I very rarely raise my voice at customer service representatives, let alone scream at the top of my lungs but I couldn’t help myself this morning. I sold two items on August 24[SUP]th[/SUP] for goodness sake, a 1/1 Topps Sterling Clemente quad jersey/pants/bat that went for around $680 and a Sidney Crosby Dominion Prime Patch Auto that went for around $150. I sent signature confirmation, insured, the works. The buyer signed for the items on September 1[SUP]st[/SUP].
On September 12[SUP]th[/SUP] (about 2 weeks later) the buyer opened a PayPal claim on the Crosby saying 3 of the 4 corners were damaged. I understand that with a lot of those thick cards (mine was stored in a one touch magnetic holder) you get small dings and such so I didn’t fight it, I told the buyer I can either offer you a partial refund for the condition issue depending on how much you’re looking for or you can return the item for a full refund. No response (neither via email nor on PayPal) from the buyer in over a week so on September 20[SUP]th[/SUP] I escalated to PayPal to get the buyer’s response on what he’d like for me to do for him. PayPal came back with a decision that the buyer can provide tracking and receive a full refund if the item is returned by September 30[SUP]th[/SUP]. On September 29[SUP]th[/SUP] the buyer provided tracking, I received the Crosby yesterday on October 3[SUP]rd[/SUP] and confirmed to PayPal the item was received and I was ready to give him the $150 refund.
PayPal then ruled that the ENTIRE $830 for the transaction should be refunded to the buyer (Clemente + Crosby). The Clemente was never disputed via PayPal, it was never disputed at all by the buyer, it wasn’t sent back and he never intended on sending it back. I called PayPal explaining the situation and that the Clemente was never in question, only the Crosby. Initially the representative told me to file an appeal and provide a police report as supporting information (this was where I lost control of the tone of my voice). Ultimately she said she would escalate the decision and put the conversation we had in the notes but it’s just amazing that the buyer (who seems fair, just very, very slow in responding) never disputed the item via PayPal or otherwise, never sent it back, I never expected it to be sent back, and I was ready and in agreement to give the refund for the Crosby but PayPal for the first time introduced the full $830 as the disputed amount even though the entire time the claim was regarding the $155 Crosby purchase. It’s unbelievable that the buyer and seller had an understanding of the claim and resolution but PayPal at the end had a brain cramp and completely messaged up the resolution. It’s such a pain in the a** not being able to use PayPal this entire time while the funds have been on hold.
Rant over, lol
On September 12[SUP]th[/SUP] (about 2 weeks later) the buyer opened a PayPal claim on the Crosby saying 3 of the 4 corners were damaged. I understand that with a lot of those thick cards (mine was stored in a one touch magnetic holder) you get small dings and such so I didn’t fight it, I told the buyer I can either offer you a partial refund for the condition issue depending on how much you’re looking for or you can return the item for a full refund. No response (neither via email nor on PayPal) from the buyer in over a week so on September 20[SUP]th[/SUP] I escalated to PayPal to get the buyer’s response on what he’d like for me to do for him. PayPal came back with a decision that the buyer can provide tracking and receive a full refund if the item is returned by September 30[SUP]th[/SUP]. On September 29[SUP]th[/SUP] the buyer provided tracking, I received the Crosby yesterday on October 3[SUP]rd[/SUP] and confirmed to PayPal the item was received and I was ready to give him the $150 refund.
PayPal then ruled that the ENTIRE $830 for the transaction should be refunded to the buyer (Clemente + Crosby). The Clemente was never disputed via PayPal, it was never disputed at all by the buyer, it wasn’t sent back and he never intended on sending it back. I called PayPal explaining the situation and that the Clemente was never in question, only the Crosby. Initially the representative told me to file an appeal and provide a police report as supporting information (this was where I lost control of the tone of my voice). Ultimately she said she would escalate the decision and put the conversation we had in the notes but it’s just amazing that the buyer (who seems fair, just very, very slow in responding) never disputed the item via PayPal or otherwise, never sent it back, I never expected it to be sent back, and I was ready and in agreement to give the refund for the Crosby but PayPal for the first time introduced the full $830 as the disputed amount even though the entire time the claim was regarding the $155 Crosby purchase. It’s unbelievable that the buyer and seller had an understanding of the claim and resolution but PayPal at the end had a brain cramp and completely messaged up the resolution. It’s such a pain in the a** not being able to use PayPal this entire time while the funds have been on hold.
Rant over, lol