Parties involved: Mr Paweł, a consumer from Poland (acting as the seller), and an online marketplace registered in Lithuania.
Transaction: A laptop valued at PLN 4,356.61.
Problem: After receiving the parcel, the buyer reported that the laptop screen was damaged. The platform cancelled the transaction and refunded the buyer, concluding, based on the photographs provided, that the laptop had not been packaged properly.
Mr Paweł challenged this decision, explaining that the device had been secured in its original, custom-fitted manufacturer’s box and an additional cardboard box. Before dispatch, he had also recorded a video documenting that the laptop was in working order and showing how it had been packaged.
However, the platform refused to review the recording and did not ask the buyer to return the laptop.
As a result, Mr Paweł was left without payment for the computer and without the device itself.
How the case was handled: The consumer submitted several complaints to the platform, but the trader maintained its decision. Mr Paweł then turned to ECC Poland for assistance.
Outcome: The case was resolved successfully for the Polish consumer. Following joint efforts by ECC Poland and ECC Lithuania, he received a full refund of PLN 4,356.61 from the trader for the laptop.
