Buyer says item nit received. Customer service absent and useless they kidding me many times saying lies and to the messages and email they answer with stupid automatic reply. I don't know if they are being dishonest? The package was shown as delivered the next day and I contacted the buyer to make sure they had received it. Both closed in my favour Report Inappropriate Content. Sorry for the extra questions. You will not receive a refund of the PayPal fees that you paid in connection with the sale. I am aware now that this is a very common scam but unfortunately most of the sellers have no proof that the item has been collected/delivered and as such they lose their money. I had similar bad experience, I lost money time and item in the same time. He wants me to refund him and submit a claim to Royal Mail, but I'm not sure if they will pay compensation based on the fact they've got a signature for delivery that is same surname... Any advice? So, the buyer gets a refund. So the buyer purchases an item from me while on vacation in Greece without my knowing that until way after the fact. On Ebay it still says the buyer hasn't paid. Significantly Not as Described – You received an item, but it was significantly different from the seller’s original description. Do I, as the Seller just lose out? And me now I have a claim open since more than one month with no response from the delivery company and paypal do nothing no refund I received yet. Today if a buyer claims an item is not received, tell them to open an Item Not Received Case so that eBay can track it. New to the community? But when Lewis studied feedback about the buyer, she got a shock. As the seller, I properly packaged the item, printing a shipping label and shipped the item internationally, the buyer receiving the item is out of my hands. Paypal seem to be operating as a law unto themselves, acting as judge jury and executioner without taking into account the full facts of the case. Thanks for all your help. My next step is to contact Action Fraud and provide them with the evidence. To get started, select the item that's not arrived above, or follow these steps: Go to Purchase history - opens in new window or tab. Both like seller before and buyer after. eBay did rule in my favour but then the idiot managed to open 2 PayPal disputes for same item. Items Not Covered Protection you can count on PayPal’s Buyer Protection programme entitles you to reimbursement for the full purchase price of the item plus the original shipping costs you paid, if any, when you don’t receive your item from a seller, or when you receive an item, but the item … Hi. Will keep all the paperwork handy to support a dispute anyway. I have provided evidence in the form of the tracking number provided by the buyer which shows the item was collected from my address and delivered to an address that he has specified, I confirmed with the telephone agent that they were able to access this info and submit as evidence. If it was signed for maybe check the name and let the buyer know who signed for it. By browsing this website, you consent to the use of cookies. They are saying the case needs to be investigated after the 9th November. Items Not Received. They contacted their local sorting office who said they didn't have it and that he'd have to wait the 15 days. I'm not shipping until I see the transaction hit my account. Due to Royal Mail delays I gave it four weeks to arrive before contacting the seller. He said he was going to contact the police which I told him I was fine with. On Paypal, like I said it shows as payment received but the transaction is pending. Today I received a message from him saying the police had went around his street and found someone had taken the parcel, opened it and sold half of the contents. Thanks for the advice. If the tracking number shows the item as DELIVERED to the buyer which you said it was and presumably signed for then paypal should find in your favour. Thanks in advance for any advice or suggestions! i am in the same position as far as not being able to ship till the money is in the account. I had a buyer just submit a PayPal claim, item not received and they're requesting a full refund. I've sold a lot of things on eBay before and always send recorded but have never had this problem before. I opened a non delivery case yesterday, but then the seller contacted me to say she couldn't refund me as there was no money in her Paypal account. Once the item had arrived, the buyer sent me a text message to say that he had received it and he was very happy. I don't know anymore what I must to do for get my rights. The item was sent the same day using signed for 1st class recorded delivery. Seller Protection doesn’t cover buyer claims for items received that are ‘Significantly Not As Described (SNAD)’; in other words, what the buyer received doesn’t match what they ordered. Auto-suggest helps you quickly narrow down your search results by suggesting possible matches as you type. Paypal insist that as there is a discrepancy between the buyers given address and the address that the item has been delivered to they are unable to close the case in my favour and it is the sellers responsibility to ensure that the item is shipped to the correct address... even though it is collection only. I put in the case details/description, "surely PayPal will side with the seller just like eBay had previously because the seller was at no fault." Hope this helps someone if they are in a similar position in the future. They said they hadn't. The people in the claims and resolutions dept at PayPal seem to be using their common sense to see the the evidence provided shows that I am innocent and as such they keep reopening the case, although when this case gets given to the "back office" it always gets closed in the buyers favour due to the address discrepancy. What PayPal Seller Protection doesn’t cover. Is this transaction covered by paypal seller protection? They also tried to charge me for a fee for item not sold eBay same then I sorted that but I would like how work this system. I'm keen to hear from anyone who has had a similar experience but been able to provide hard evidence as to what process you went through. This is when a buyer claims they never received the item they purchased. At the time this happened I thought there was no way eBay or PayPal would side with the buyer for a dispute that the buyer is responsible for and at fault for. I have provided evidence in the form of screen shots of text messages from the buyer to say the item had arrived and he was happy. This item is not going to show any more delivered in 2 days. ©1999-2021 PayPal, Inc. All rights reserved. I will leave it and see what happens when they raise a dispute/claim against me, or fingers crossed it'll be found. For instance, you purchased a book and received a DVD or … Item Not Received – You bought something, but didn’t receive it. Hi everyone, I apologize for my lack of knowledge on this, I need some help. Significantly Not As Described (SNAD). 3) The item was delivered elsewhere by mistake, like the neighbors for example. PayPal Seller Protection safeguards merchants against losing money to chargebacks and reversals related to “Unauthorized Transaction” or “Item Not Received” claims. 2) Somebody stole the package from the mailbox or doorstep. I look at the tracking and that's when I realized the item was attempted delivery 3 times at the buyer's address in the UK and now the item is in Germany. Im wasting time since 4/12/18 and which fault i have? If you let it go, there are many chances for "glitches" to happen and you will be the recipient of those glitches. Therefore, if the seller has a post office receipt stating it was sent and the buyer says they didn’t receive it, and if Aust Post refuse to compensate on the basis that their records confirm it was delivered, and if PayPal then refuse to make a discretionary payment, the buyers only option is to take Aust Post to court, in which case it falls to the buyer to proved failed delivery was on account of Aust Post negligence … ©1999-2021 PayPal, Inc. All rights reserved. When I click on the "see pending transaction" tab in ebay, I am redirected to paypal where they tell me there are no new transactions. Yes....do not refund, if the buyer states the item was falsely given to someone else to sign then it is up to him to take it up with Royal Mail and not you. Is there anything I can do? (Wait at least 3 days from the transaction date to give your seller enough time to ship the item.) Cookies help us customize the PayPal Community for you, and some are necessary to make our site work. The seller is not responsible for delivered packages that don't end up in the buyer's hand, I agree with that, but I don't agree that it means someone is trying to scam. It seems like this case is not being considered objectively and not all the facts are being taken into consideration by the "back office". Personally I think that PayPal act as a mafia. After the item had left my possession the buyer changed the delivery address with the courier to something different to the one stated on Paypal's records. Hopefully it's fixed within the next 4 hrs so that I can ship it within the one day that I advertised. By browsing this website, you consent to the use of cookies. My buyer in France hasn't received the item and has opened an item not received case and so Paypal have immediately withheld the money from my paypal account. Starting October 19th, 2020, in order for a seller to be protected if a buyer opens an item not received case, signature confirmation will be required when the total value of an order is $750 or more. Is there no cover for the Seller in these instances? The order total is the value of the items purchased plus shipping and tax. So now as the seller, I've lost an item that's currently sitting at a shipping center in Germany, I'm in the US and the buyer gets their money back so they have no worries in the world and I'm sure this will happen again to some other seller who's none the wiser. I should have reported the buyer when this dispute first happened and in the future I will but now it's been past 90 days. They refunded the buyer based on nothing in three days. Hi. The buyer organised for a courier to collect the item from my house, he sent me all the relevant tracking information and kept me copied into any correspondence with the courier with regards to organising suitable collection and delivery times. I'd like to know about the action fraud you talk in your message please. Thankfully, eBay dismisses the claim in my favor (the seller) because it's the buyer's responsibility to receive their package and the buyer admitted to being on holiday in Greece at the time of attempted delivery. Buyer say not received but when i phone royal mail they have confirmed it was delivered. I have provided evidence in the form of screen shots from the Courier's internal system showing that the item was signed for and includes a picture of the item in the buyers doorway taken by the delivery driver. If you have the following problems with your transaction, you can file a dispute in the Resolution Center within 180 days of purchase. PayPal, which protects buyers when items are mis-sold, failed to answer why it has not amended the policy to deter such scams, but it did contest the chargeback. If the claim was that the item received was Significantly Not as Described, you may not receive the item back, or you may be required to accept the item back and pay for the return shipping costs. The seller told me to open a case. I'll update when I have something to report. Thanks. I think item is lost. You need to call and go up the ladder. Tick the box beside I want a refund or I want the item. Surely the fact it was delieverd to the hub and I have proof of this is the end of my responsibility. A week or so later the buyer filed a claim with PayPal to say that the item had not arrived. I believe he had it all along. You have done everything possible to get the item to the buyer and have siggy proof of delivery.....end of. Your source for tips on managing and growing your business with PayPal. You have the option of adding a message to the seller. Paypal refunded the buyer the value of the item (£1000). You can do a refund now or wait to see what happens, it's a gamble. Any help or advice would be great. Welcome! The law has been broken and the evidence I have provided is compelling enough to prove my innocence in a court of law, I would obviously prefer it not to get that far as this is becoming an enormous waste of my time and a real source of stress, but if it does then I will be ready. If the buyer opens a claim and PayPal decides in his favor, they will refund the money. I received confirmation my item has been bought but no payment seems to be made. Now we're into October and the buyer decides to file a claim with PayPal. Do I have to give the buyer a refund? You'll be able to communicate with the seller and request for a refund through PayPal's platform. Thanks for the reply. And if so what would make paypal decide in the buyers favour? It also says on Paypal that I shouldn't ship the item until I receive payment. (Please wait at least 3 days from the transaction date to give your seller enough time to ship the item.) “All the messages told the same story,” she says. Sorry you went through this, I had a similar problem with a buyer and trying to see if there's anything I can do about it or am I just out of an item and out of the money. Here are some non-exhaustive examples that Paypal provide: You received a completely different item. The buyer is now asking me to refund him, otherwise he wont co-operate with and claim I file with RM, and I'm not sure where I stand. Similar problem but tracked with Hermes. Select Send request. As the seller, I provided the tracking number and screenshots of eBay dismissing the case as well as screenshots showing the tracking details. I sold an item privately and i was paid using paypal. Hard evidence provided that item was collected and delivered. In this type of claim, the buyer is stating the item they received is significantly different than … tips on managing and growing your business. Buyer gets refund and I am the item down? I ordered an item a month ago. Surely this is an issue with the buyer and the courier? Well at least that's what I was thinking, unfortunately PayPal sides with the buyer because they say that there's no proof the item was delivered. 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