We sold a *shrink-wrapped*, unopened box of software on eBay.
After receiving the item, the buyer claimed that not all of the software was in the box so he filed a complaint with PayPal.
I responded that:
1) the box was shrink-wrapped and unopened
2) the item description came directly from Microsoft and I linked to the Amazon page for the details
Therefore, there is no way that the product was not exactly as advertised.
Yet despite this, PayPal awarded the decision to the buyer.
PayPal then stated that the buyer would send the item to me in its original state and that I would have to pay the money back.
A month later the software arrived - the plastic box is broken and the liner notes are torn. As a result, I can no longer sell the software.
I called PayPal to tell them that the buyer did not adhere to their own resolution steps.
The PayPal representative told me that she will not talk to me until I pay them $3,000. I can't even appeal the decision. She told me that the issue would go to collections and hung up on me.
I'm all for keeping the Internet safe from fraud, but it should be fair for both buyer and seller. In this case, we were fine with returning the $$ in exchange for the product, but the product has been damaged and is no longer sellable.
Are there any options available to us?
Thank you in advance for any guidance,
Krista
After receiving the item, the buyer claimed that not all of the software was in the box so he filed a complaint with PayPal.
I responded that:
1) the box was shrink-wrapped and unopened
2) the item description came directly from Microsoft and I linked to the Amazon page for the details
Therefore, there is no way that the product was not exactly as advertised.
Yet despite this, PayPal awarded the decision to the buyer.
PayPal then stated that the buyer would send the item to me in its original state and that I would have to pay the money back.
A month later the software arrived - the plastic box is broken and the liner notes are torn. As a result, I can no longer sell the software.
I called PayPal to tell them that the buyer did not adhere to their own resolution steps.
The PayPal representative told me that she will not talk to me until I pay them $3,000. I can't even appeal the decision. She told me that the issue would go to collections and hung up on me.
I'm all for keeping the Internet safe from fraud, but it should be fair for both buyer and seller. In this case, we were fine with returning the $$ in exchange for the product, but the product has been damaged and is no longer sellable.
Are there any options available to us?
Thank you in advance for any guidance,
Krista
