Laura Eichenhorn’s new Acer Chromebook has a twisted screen. However, the merchant keeps her computer and PayPal keeps her money when she returns it. Is that permitted?
I recently purchased an Acer Chromebook on eBay. I sent it back to the seller after noticing that the screen was deformed when I received it.
I complained to PayPal about the item’s lack of description and asked for a refund. But in order to receive a reimbursement for my shipping expenses, a PayPal representative advised me to also submit a credit card chargeback.
After that, PayPal closed my case and let my bank handle it. After my bank sided with the seller of the distorted laptop, PayPal now owns my $190 while the seller has the damaged device. Are you able to assist me?
Laura Eichenhorn, Mass., of Southfield.
It was improper of you to dispute your credit card. Your last option for getting your money back is to file a chargeback or dispute on your credit card. In my free guide to credit card disputes on my consumer advocacy website, Elliott.org, I outline when and how to utilize it.
You received inaccurate information from the PayPal representative you dealt with. Are you out of luck, though?
It certainly appears that way. The computer belongs to the shopkeeper. Your $190 is in PayPal. You also have nothing.
In theory, you may want to reevaluate your connection with your bank. It ought to have supported you in this disagreement or requested further details about your allegation. The finest banks, in my experience, will attempt to settle this outside of the official dispute procedure by getting in touch with the merchant personally and attempting to negotiate a compromise, mostly because it will be less costly for all parties. In my experience, it also results in a more equitable outcome.
Someone who could remedy this needed to be brought to your attention. On my consumer advocacy website, Elliott.org, I list the names, phone numbers, and email addresses of PayPal’s customer support managers. I believe you needed to present your case to a supervisor who could hear the calls, ensure PayPal didn’t mislead you, and correct it if it did.
This is one of the reasons I only ever believe written statements from employees. Saying something and then forgetting it is simply too simple. You can record and transcribe your phone conversations using the most recent version of Apple’s iOS. However, the function is difficult to employ due to state privacy restrictions, so it’s best to have any promises in writing.
I requested that PayPal check at your issue. After reviewing your phone conversations, it expressed regret to you for any inaccurate information our team may have given you.
The entire value of your transaction, plus an additional $21 for postage, was credited to your PayPal account.
The charity organization Elliott Advocacy, which assists consumers in resolving their issues, was founded by Christopher Elliott. You can reach him at https://elliottadvocacy.org/help/ or send him an email at [email protected].
Christopher Elliott in 2025.
