PAYPAL - ineligible for PayPal Buyer Protection

Mr-H | 22:39 Thu 08th Mar 2012 | Personal Finance

21 Answers

I bought a service online (as opposed to a 'product') and paid for it using PayPal. On receipt I was unhappy with my purchase, and asked PayPal to investigate etc, using their Resoluton Centre. They came back saying 'After careful consideration, we're unable to decide this claim in your favour at this time.The item violates the PayPal Acceptable Use Policy. It's ineligible for PayPal Buyer Protection.' What does this mean? What is their 'Acceptable Use Policy'?Does it suggest that PayPal is not as good for the consumer as they would have us believe? Because I paid for this service in 2 parts, neither individual cost being in excess of £100, the credit card people won't want to know either. In the end, have I simply lost out?

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mrs_overall

Why were you unhappy with your purchase. Was it simply that you did not like it or was it not fit for purpose?

boxtops

Have you looked for it - it's quickly available on their site https://cms.paypal.co...ua/AcceptableUse_full

It's a case of Buyer Beware, by the sound of it - you might innocently buy a service but if it contravenes the rules, you don't get your money back. Why won't the credit card people help? My card doesn't apply an £100 transaction ceiling under which it won't assist - what was the matter with the service, or did you just change your mind?

Mr-H

Question Author

I thought it unfit for purchase. It was a Family Tree done 'professionally' (ha, ha!) as a Christmas present. When it arrived, my wife's father was shown as an only child, when in fact he was one of 6. When we complained, we were informed that we should have told her that. She also got my wife's mother's father wrong. We knew his surname, she said she couldn't find anything about him, but with 2 weeks I had the birth certificate showing all this info. There were a number of other errors and ommissions. As far as we were concerned, unfit for purpose.

boxtops

I can't see that this falls in to the Ineligible categories - I suggest you ought to reply to PayPal and ask them why they've come to this decision.

mrs_overall

I'm with boxtops

Mr-H

Question Author

I have asked, but received no reply. I suppose I should try again. Trouble is I think it's gotto be through their website rather than by email.

The-HouseHusband

Paypal only cover you for the purchase of physical goods, services of any kind are not covered by the paypal guarantee.

boxtops

Where did you find that, HH? I can't see any reference to that in my link to the PayPal AUP.

Mr-H

Question Author

Does it actually say that anywhere please?

craft1948

I'd have done you a tree for nowt Mr H..................

EDDIE51

The paypal protection is designed for items bought not services. I do not think the buyer pretection can apply to something like this. You should have checked that the details were correct before it was accepted. I would have just sent it back with a letter explaining what was wrong and asking for it to be corrected. Did the supplier not send you a copy for approval before delivering the finished ' tree' ?

Mr-H

Question Author

No, and worst of all, she wanted £60 'with order' and the balance of £90 on completion, but to be received by her before despatch. Seems that boxtops is right - let the buyer beware. The number of times I've said 'they'll not fool me' and here I am. Anyone know of a feedback site where I can publicise the (lack of) service?

boxtops

How did you find them, mrH? If it had been somewhere like eBay, you could have left honest feedback.

Mr-H

Question Author

As a followup on this - I had thought about the 'small claims courts'. Any thoughts? I would be prepared to stand up in court and say just what I think of her and her service!

Mr-H

Question Author

Sorry, boxtops - found by googling 'family tree' I believe, or something very similar

EDDIE51

When you received it and it was wrong why did you not just send it back to be corrected ? I am also a bit confused, in all 'family tree' services I have heard of you start by telling them as much as you know and they 'fill in the blanks ' If in a similar situtiuation you had asked for a sales brochure to be printed and it had mistakes the printer would have to correct them, I would say this was the same thing.

Mr-H

Question Author

I was told 'all we need is the name, place and date of birth of the root person(in this case my wife), and we can do the rest'. She did not ask, when the orderwa placed for more information. Had she done so, we would probably have supplied it willingly.

The-HouseHusband

@ boxtops: only know of the clause due to a lass at work having similar problems, PayPal classed the transaction as payment for a service not for physical goods and refused any refund/compensation. I admit this one is a grey area as it was a service that was originally paid for in researching the family tree, however Mr-H did receive a product at the end of the process.

I would have thought going after the dodgy researcher for compensation would be far better than trying to get PayPal to change their ways.

joko

but you have purchased an item....a finished family tree - not a 'service' ...

that they had to work on it after you bought is irrelevant

its like saying buying a portrait of a family member is a service because they have to paint it...or if you buy a set and theres an option to have it engraved that you are buying a service

you are buying goods, that require personalisation

i would try again and note that it is in fact a prchase of goods.