Paypal Dispute with DX

Kikkoman56 on 24/03/2014 - 15:38

Hey guys, straight to the point.
Ordered a miracast dongle via the australian dealextreme website, first time was randomly cancelled after 2 weeks. Refunded soon after. Assumed okay there's no stock I'll buy the other one, ordered. Wait another 2 weeks again and the same thing happens except this time there wasn't a refund afterwards. I submitted a paypal dispute as a result and begun contacting them. The first time the guy on live chat just said let me check that for you, then never replied and ended the conversation. The second guy went as follows

Derek: you should remove the dispute 1st ,so we can refund
Me: Okay so after I do that you will process my refund?
Me: Why cant you do it during ?
Derek: because if you dispute ,the money will be hold by paypak
Derek: its not in our hands
Me: okay then, I will remove the dispute
Me: how long will it take you to process the refund
Derek: usually in 2 to 3working days after you remove it .
Me: Okay, also how come this has happened again? In my previous order I waited for maybe 2 weeks and during that time you said you will have in stock soon. Then all of a sudden you dont have stock again.
Me: But you still offer the product for sale
Me: I've bought alot from you guys but this type of service is really annoying
Me: Also I am in paypal right now, it says "Remember, a closed dispute cannot be re-opened or escalated to a claim with PayPal. Make sure that you are 100% satisfied with the outcome of this dispute before you close it. For example, if the seller is offering a refund, wait until the funds are in your PayPal account before closing this dispute."
Me: So their procedure is telling me to close the dispute only after you have refunded.
Derek: this is our company policy ,we have to follow it .you can consider this for some time.
Me: So is there any guarantee for me then?
Me: If I forgo the dispute, there is nothing protecting me from you keeping my money
Derek: sure ,you remove it ,we refund .very simple .
Me: I mean, there is nothing stopping you then from just keeping my money
Derek: the paypal already temporariliy hold the payment because of that dispute ,this is their way to protect the customer .
Me: Yes but if i withdraw the dispute then there is nothing protecting me
Derek: if you dont remove it ,then we are unable to refund \
Me: Okay I will think about it, should I message DX if i do remove the dispute?
Derek: no need ,plz remove it now

What should I do? should I remove the dispute and trust that they will allow or escalate it and wait for paypal to process the refund?

Internet

Comments

  • c64 on 24/03/2014 - 15:51

    you won't be able to re-open the dispute if you close it …

    • Kikkoman56 on 24/03/2014 - 15:53

      Yes exactly, that's what I told the seller in the conversation. But their rep said their policy is they can only refund if I remove the dispute. Is there any negative in escalating the dispute for me?

      • NosDan on 25/03/2014 - 11:44
        +1

        rep said their policy is they can only refund if I remove the dispute

        what a load of crap, there is no logical reason for this. its not like once they refund you you can then go and claim it again through PP, its all already on PP's files. for dx to claim this is the way it should be done just reeks of dodgy.

        and yea, generally theres a lot better and cheaper places to get stuff these days than dx. keep away from them

  • Smulder on 24/03/2014 - 15:55
    +8

    I wouldn't cancel the Paypal dispute.

    Leave the dispute open, and update it with the new information that the company has admitted that they owe you a refund and attach the transscript of your conversation with them.

    Better to wait a bit longer and get refunded via Paypal then cancel the dispute and take the risk.

    • Kikkoman56 on 24/03/2014 - 16:06

      Thanks yeah I just escalated the dispute in paypal hope all goes well.

  • npc on 24/03/2014 - 17:42
    +4
    1. Don't close the dispute
    2. Consider not buying anything from DX or DX AU - they terrible now.

    I've ordered 2 items recently from DX AU. 1st was delivered after 4 weeks, 2nd - never delivered or refunded. Talked to support team to refund 2nd item and realised they are useless.

    Ended up refunding both items via PayPal.

    • Kikkoman56 on 25/03/2014 - 03:08

      Yep it's horrible, dunno why they keep doing this. The big draw for me is that they offer relatively cheap express shipping but its completely undone by their time to actually get stock of items. There's been several times where I order something via them and another item via typical china post and they arrive at very similar times just simply because theyre so slow to process and ship orders. Really annoying how dishonest they are with their "Instock" label on goods.

  • PissLUR on 24/03/2014 - 18:18
    -1

    I trust them. I have closed a dispute and then got the refund.

  • Cheeper on 24/03/2014 - 18:19
    +1

    If you manage to get your refund then avoid DX in the future.
    They have some very bad habits, especially one of advertising items they don't have and cannot get.

  • morpheu on 24/03/2014 - 20:34

    my take is a bit different, they won't cancel because the funds are on hold, so take their word for it and cancel dispute, wait for refund, if no refund after say a week then do a chargeback from CC account, DX has become a really big reseller despite dozens of competitors popping up, if they were really ripping off customers they would have gone bust ages ago. If you can put up with the slow deliveries and occasional hard to get Engrish there are still some good items to find.

    ps i've had at least 4 orders cancelled for various reasons over the years and always had refund within 2 weeks

    • Kikkoman56 on 25/03/2014 - 03:13

      I agree but just to be on the safe side, It's more reassuring to have it done by paypal. I also agree with the fact that they have some good items too and I have plenty of purchases with them that I'm really happy with. The biggest gripe I have with them is that they say they are in stock but really they're essentially in preorder. I can understand from a business point of view its better since they have less stock to hold. But to the point where the vast majority of items $20+ are in preorder is just ridiculous. Atleast with banggood they actually are truthful about their "Instock" statements and my orders get processed and sent within a day or two.

  • rsimic71 on 25/03/2014 - 07:21

    one of the options on the dispute in paypal that DX have is to automatically issue the refund and close the dispute. By them telling you to close the dispute and then they will refund, you are 99% sure that you will have a nightmare to get your money back.

    Their money is being held and they want it back, because they hope you will give up chasing it after you close the dispute and this will drag out for months.

    Whatever you do if you want your refund dont close the dispute.

    If anything escalate your claim with paypal and in it put that the buyer is telling you to close the dispute if you are getting no where with them.

  • netsurfer on 06/04/2014 - 09:03

    The DX rep was very dodgy (and that's being kind to him).

    When you raise a dispute, PayPal immediately freezes that fund until the dispute is resolved. A seller (DX) can close the dispute automatically by issuing a full refund. However, once a buyer cancels a dispute, PayPal deems the buyer is completely happy with the purchase (and will no longer get involved).

    For item not received, raise a dispute and wait for either (1) buyer to offer a refund or (2) escalate to a claim and wait for PayPal to rule (item not received with no postage confirmation proof from seller —> buyer will win for sure).

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