Problem with an item you bought? Here's what you can do . . .

[PinPics Admin]

PROBLEM WITH AN ITEM THAT YOU BOUGHT ON PINPICS?

 

While PinPics is happy to provide a venue for buying and selling of pins and other Disney pin merchandise, we do not offer a Buyer Protection program. So, what happens when a deal sours? Where can you go for help?

 

When you're unhappy with a purchase made here on the PinPics Sales Board, there are three places to look for help. Let's look at them in order, and try to avoid jumping to the end of the line.

 

1) Contact the seller. This is the first and most important step to take, regardless of your payment method. Politely explain your problem(s) with the item(s). (Notice the POLITELY here!) Starting off with name calling and cries of "scam" are not going to help you resolve your problem. YOU are the one who needs help, and it's in YOUR best interest to work through the problem with civility and composure. You can do this, too, because this is only the first step in getting your problem fixed. If you and the seller are truly unable to resolve your differences, don't panic. You may still have help available.

 

2) Contact an Admin on the PinPics website. While we can't make a seller work with you, the staff is always very concerned about member-to-member issues. Bad behavior is not tolerated on our site, and we carefully patrol for bad selling practices and repeat offenders. The only way we know something is wrong, though, is if you tell us. And it isn't always about good or bad behavior. Sometimes, an item just doesn't seem like it's what you thought you were buying. Sometimes it's an honest mistake, and the wrong item was sent. Most of the sellers on here are buyers, too, and are quick to resolve problems. That said, there are bound to be times when things just aren't working right, and we can only guide you to someone who can help. Unfortunately, if you paid the seller with cash, check, money order or PayPal's Friends fee-free option, then there really is little need to read on. Resolution can only be achieved by working closely with the seller.

 

3) Contact your Payment Method Provider. While there are many ways you may/can pay online, many of them do offer purchase protection. If you used PayPal, and if you paid through their Goods/Services option, contact them within 180 Days of payment. (Their Purchase Protection program does not cover money sent through the Friends fee-free option.) Assuming that you paid the seller through a PayPal Good/Services invoice, you now have another mediator in your corner. It's pretty easy, too!

 

A) Call PayPal Customer Service.
OR
B) Sign in at paypal.com from a computer or through their "mobile web" page. (You cannot access the Resolution Center through the PayPal app.)

At the top left of your Summary screen, click on the Activity tab. Scroll down until you find the payment for the sale in question. Click on that transaction, and you'll go into an order details page. Go to the bottom of the page, and you'll see this (the date will change according to your purchase date):

 

 
If this is your first time in the PayPal Resolution Center, you might want to read through the "See Terms" and "You may be eligible for purchase protection." links you find there. Ready to move on? Just click on that "Report a problem" button. Scroll down on that page, and you'll find FOUR options for reporting. Click on the one that best suits your needs, and just follow the prompts from there.

 

You hit the submit button, and NOW WHAT? You wait. It isn't instant, but they're usually pretty good about staying on top of their cases and claims. It's important that you respond to every e-mail they send, especially when they ask you to escalate your case to a claim. If you don't respond within their timeframe, your case will be closed forever. You only get one shot per transaction to file a claim with PayPal. Timeliness is everything in this procedure!

 

Here are some things you should know that are NOT mentioned in their Help Center pages.

a) If the case is settled in your favor, as the buyer, you will be given the choice to accept a partial refund and keep the item (if the seller so chooses) OR refuse the offer. You do NOT have to accept a partial refund. If you refuse the offer, you will be REQUIRED to return all items involved in the transaction back to the seller. ALL items! Once the item(s) is received by the seller, they are required to refund the ENTIRE AMOUNT you paid. That's the TOTAL amount, including purchase price, shipping and tax. ---- Pay attention now! YOU, the buyer, will be responsible for paying the shipping back to the seller up front. Don't get angry, because there's a bit of a bright side to the coin with PayPal (they explained this to me). As soon as you print the label/ship the item, go over to FreeReturnShipping.com and register for an account. You will then be prompted to go through a few steps to apply for a refund of that shipping cost for everything up to $30. READ THIS AGAIN! You will only be refunded for up to $30 of the return shipping cost. Once you've submitted your claim on that site, you should receive a refund for the cost of the label, back to the account or card you used to buy it, within about 72 business hours.

 

b) If the case is settled in the favor of the seller, you do not incur any fees on PayPal. If you paid with a PayPal balance, bank account, or debit card, there is nothing more than can be done. The claim will just be done and over with, and you may have learned a valuable lesson about online shopping. If, however, you paid through PayPal with a Credit Card, it's time for you to move on to your next (and final) attempt to get help.

 

c) Contact your Credit Card company within ~60 days of the charge posting (card companies differ). The phone number should be on the back of the card. Just tell them you want to file a CHARGEBACK, and they'll help you from there. You will want to tell them that you have contacted the seller and could not work things out. You may or may not (up to you) want to tell them that PayPal "couldn't resolve the issue and was not able to get your funds back". Before you file a Chargeback, make sure you ask what fees you may incur. Some card companies charge a fee for you to open the claim, others only charge a fee if they find against you. Some of these fees can be pretty hefty! Just check before beginning.

Doing a Chargeback through your Credit Card company should be your last-ditch effort. They frown on Chargebacks and will be more inclined to give you a fair hearing if they know you tried the other places first.

 

The entire staff at PinPics understands that sometimes things just don't work out on the Sales Board. But we want every buyer to be happy with their purchases made here. You have the RIGHT to be treated fairly by sellers, but you also have the RESPONSIBILITY to choose those sellers carefully. Find out who you're buying from. Read their PinPics feedback. It's common practice for prospective buyers to ask a seller for references (e.g., members on this site who've bought from them, social media reviews, etc.). Talk to the seller. Ask questions about details that aren't covered in the listing. If you need more photos, ask for them. Remember, a lot of the sellers on here are just collectors and not professional dealers, so they may not know what to mention in a listing. Don't be afraid to ask. And if your eyesight isn't what it used to be, then get someone with better vision to look those pictures over for you. If something doesn't look right to you, then back out and keep on looking. Hopefully, a little homework on your part will prevent you from ever having to use the instructions on this page. Happy hunting!