New PayPal 'feature'

[dpd1]

I'm sure others got the email as well...


"As of 11/01/10, your customers who pay with PayPal are protected for items they receive that are "significantly not as described". This means that you may be liable for the cost including the original shipping charges should they file a claim. However, by offering this protection, PayPal helps encourage customers to shop on your site"


So who exactly decides whether or not it isn't 'as described' or not? The customer's word?

[LifeinAsia]

I don't see this as much different from being able to dispute a credit card purchase.

Except that it seems like with PayPal you can do it with the click of a mouse, instead of having to file a chargeback with your CC company.

Yet another reason we no longer accept PayPal for payments.

[Essex_boy]

Funny that ive a problem with paypal at the moment they wont recognise a double refund.. Despise them

[jwolthuis]

So who exactly decides whether or not it isn't 'as described' or not?

If you've ever have a refund policy, the customer has always decided that. If a customer returns an item simply because, "it's not what I wanted", he's just exercised his right for items he receive that are "significantly not as described".

If he follows your return policy, he's assured of getting his money back.

If he files a claim with PayPal, he's 50% sure he'll get his money *and shipping* back, but there's also the risk that PayPal will not side with him, and he'll get nothing back.

Comparing AmEx (for example) with PayPal, I'll go with PayPal every day of the week. For established merchants, they seem much more fair than the credit card companies, who IMO have nothing to lose by sticking it to you.

[dpd1]

OK... Well, I doubt it will be a big a deal for me personally. I rarely have people who don't like my stuff. But I just thought it was kind of silly for them to make it sound like it's something that's good for the seller.

[dpd1]

OK... Well, already got the first one. Guy filed a dispute as "significantly not as described", which is ridiculous. No email to me first, no communication from the customer whatsoever. First dispute I have had in like, 7 years. So here we go... Obviously just another tool for a**holes to try and screw sellers over.

[jwolthuis]

He's apparently after his original shipping charge, and also wants you to pay for the return trip, too.

If this trend continues, we may have to look at factoring in those costs into the shipping rates for PayPal orders. Maybe a 25-cent-per-order shipping rate increase that all customers pay?

[dpd1]

That's what I assumed as well. I had to email him like, four times before he would reply. He kept posting replies to my emails through comments in the resolution center. What a nut. He claimed it was unexplained that he needed a certain part to make it work, which is wrong... It says what you need like, three times in the description. So I actually found the adapter he needed on RadioShack's site, and put in his zip to find a store that had it. A $3 item. The guy was going to return the whole thing for a $3 item he didn't have. So he canceled the dispute after that.

I talked with a guy at PP and he was actually pretty decent. I told him... here's the thing... You guys say you do this suff to "protect" people, but in the end, all it usually ends up becoming, is a tool for cranks to mess with sellers. Had they not gone out of their way to promote this "feature", this guy probably would have just emailed me like a normal person, and I could have helped him without all the drama. Also... I asked them who exactly is going to decide whether or not something wasn't "as described" or not. I said... There's a whole lot of different things out there being sold, many of which are pretty technical. How on earth would they have people who could understand all the different types of items enough to make that judgment. But he claimed they've hired a bunch of new people for this and thinks they would be fair. He said "he would hope" that they not just automatically go with the buyer. Uh huh.

But yes, if all the nuts start thinking that's the way they're going to handle any tiny issue they have, then people will have to factor that into their biz I guess.