Michael purchased a pair of SanDisk SD cards on eBay. “They were claimed to be genuine and the listing gave a location of Sydney. I paid for and received two cards that looked okay, but would not format. I felt they were not genuine for several reasons and lodged a complaint with PayPal, and due to lack of communication with the seller, raised it to a claim.”
The PayPal registered address for the seller is Hong Kong, not Sydney. But the packaging for the items showed it was mailed in Sydney. Michael returned the items to the Sydney address as shown on the wrapping, believing it was probably out of date of information, and the listing on eBay also said the item location was Sydney.
“Since that time, PayPal has repeatedly asked me to provide tracking information and I have done this at least three times. Their latest email from me is that if I do not do so, the claim will be resolved in the seller's favour.”
Investigator got in touch with a PayPal representative who confirmed that the parcel was sent to a different address. “Michael had thought that our records were incorrect because of a shipping address on the back of the parcel. Our policy requires the customer to send the item to the address provided by PayPal.”
PayPal has now been able to link the name of the return address and the recipient to a record linked to the seller. It will contact the seller to check if the item has been received. If we are able to prove receipt of the goods (from the seller) we will credit Michael’s account.
This process is ongoing as it is being carried out via the Hong Kong office because the address on record is in Hong Kong. Investigator will provide further details when the issue is resolved.
Further to this PayPal refund issue, Investigator can report that Michael has been given a refund by PayPal. In this case, PayPal was able to link both addresses to the seller and confirm that the goods had been returned and so refund Michael’s money. A PayPal representative reminded users that they should only return goods to the address supplied by PayPal so that the company can confirm that the goods have been received.