Question Re: Has anyone reported PayPal to the Financial Ombudsman in Member To Member Support DO NOT DELETE

Has anyone reported PayPal to the Financial Ombudsman

*susiesue* — Wed, 15 Apr 2020 18:02:59 GMT

PayPal gave me incorrect advice resulting in me suffering a financial loss.

The case is currently being reviewed which can take up to 75 days.

If PayPal decides against me I am planning to report them to the Fincial Ombudsman, and I wondered if any other member has done this and if so how did it turn out?

Thanks and stay safe 🙂

Re: Has anyone reported PayPal to the Financial Ombudsman

pixiesen2012 — Wed, 15 Apr 2020 18:04:35 GMT

paypal don't give 'advice'

what actually happened?

Re: Has anyone reported PayPal to the Financial Ombudsman

*susiesue* — Wed, 15 Apr 2020 18:09:03 GMT

A buyer started a charge back, in the email PayPal said that they didn't need any further action or information from me because they were aware of the tracking number because it sold through the global shipping programme.
Then they found against me because I didn't provide proof of postage and refunded the buyer
Tracking shows the item delivered so I lost the item the money and was charge a fee

Re: Has anyone reported PayPal to the Financial Ombudsman

*susiesue* — Wed, 15 Apr 2020 18:09:56 GMT

I mean Paypal took the money out of my account to refund the buyer

Re: Has anyone reported PayPal to the Financial Ombudsman

red_magpie — Wed, 15 Apr 2020 18:25:45 GMT

By "case" I presume you mean a case under Paypal's buyer protection policy?

If this fails, the next step is to use PayPal's appeals procedure. Unlike eBay, they have a proper one! If you're still dissatisfied, you can appeal to the financial ombudsman (not report them). The procedure is in the user agreement.

The point to remember is that the ombudsman won't be concerned with whether PayPal's decision was "fair". You will have to show that Paypal failed to comply with its user agreement in some way.

For example, where the user agreement allows Paypal to exercise judgement in making decisions, the ombudsman won't consider whether their decision was correct or incorrect. If the user agreement enabled them to make a decision, they're entitled to make it. To have any chance of success you MUST be able to show that they failed to comply with their own terms and conditions.

Good luck, and read their user agreement VERY carefully before taking a case to the ombudsman.

Re: Has anyone reported PayPal to the Financial Ombudsman

*susiesue* — Wed, 15 Apr 2020 18:49:32 GMT

Hi red_magpie

Thank you so much for your excellent answer, I will do as you advise.

I was basing my theory on the fact that they told me that they didn't need any further action or information from me because they were aware that tracking was available then they closed the case in the buyers favour because I didn't take any action or supply any further information.

I thought that the Ombudsman may take the view that PayPal failed to supply me with the correct advice in the first email they sent me so I could answer the case in a timely manner

Re: Has anyone reported PayPal to the Financial Ombudsman

*susiesue* — Thu, 16 Apr 2020 19:39:35 GMT

I had an email from PayPal today, they have decided that I was covered by seller protection, all the money taken will be refunded and they apologised for my frustration and inconvenience 🙂

Re: Has anyone reported PayPal to the Financial Ombudsman

john1297576 — Thu, 16 Apr 2020 20:14:55 GMT

As already said Paypal does not give advice. To save yourself a lot of time some details of what the problem was all about and someone could probably tell you whether you have a case or are just wasting your time.

Re: Has anyone reported PayPal to the Financial Ombudsman

*susiesue* — Mon, 20 Apr 2020 07:51:25 GMT

Hi
I had a charge back started against me claiming unauthorised purchase , in the email from PayPal it stated that they knew tracking was available so they did not need and further action or information from me.

Then they refunded the buyer and also charged me a fee because I didn't send proof of postage, even though they clearly stated they didn't need any further information.

After a week of email exchanges I am happy to report that PayPal decided that I was covered by the seller protection guarantee, and all my money will be refunded within five working days, they also apologised for my frustration and inconvenience too 🙂