Hi,

This guide is specifically for UK buyers and those who use Paypal thinking that the buyer protection scheme is really what it says on the tin. I am afraid I am going to have to ruin this fallacy. Buyer protection is not what it's cracked up to be!

I have been a member of ebay for over 5 years and have had a paypal account almost as long. I use Paypal quite often because of the convenience and for high value items because of it's buyer protection promise. Recently I ordered a very expensive pair of sunglasses from a seller in the US, I paid by Paypal assuming I would be protected if they did not arrive.

I duly received a box with an empty sunglass case, when I contacted the seller he claimed it must have been stolen in the post ( he didn't send it insured even though I paid quite a bit for postage) apparently he claimed the US poatal service did not offer an insured international postage service !

I contacted Paypal and raised a dispute - gave them all the information. They investigated and then emailed back to say they need a police report of the incident within 10 days otherwise case would be closed. Well I spent 2 hours at the Police station and got a crime reference number. I faxed this to paypal. They emailed back saying they need a police report with details of the crime and the investigating officer.

Despite a number of emails and calls pointing out that the Police force in England don't provide police reports only crime reference numbers, they kept asking for a police report. I even sent the letter from the police force they send to victims of crime - still not good enough. So although I called a number of times they closed the case because I could not provide a report. When I called them again they finally said they needed a headed letter from the investigating officer explaining that I had reported a crime and the particulars of that crime.

Now I dont know which planet Paypal are from (they are based in Ireland) but how reasonable is it to expect the police to write a letter specifically for you about a crime that they have no intention of investigating because they have more important things to do like catch murderers and terrorists!!!

So if you are thinking of using Paypal remember that buyer protection is not all it's cracked up to be. If the seller sends an empty box, Paypal will expect a specially written letter from the police before they will consider protecting you. I spoke to my local Police station and they laughed in my face when I asked them about a letter!!!

Paypal wont budge on this issue, they wont accept a crime refernce number even though everyone else accepts this in the UK. They claim they will only reconsider this policy if everyone in the UK complains, so even though it's too late for me, I would urge you to email Paypal with a strongly worded complaint about this policy as it is completely stupid and discriminatory to UK ebayers.

I would also suggest that if you use paypal ensure that you pay for everything through a credit card, when Paypal refuse to protect you make sure you call your credit card company to issue a chargeback against paypal. You should get your money back.