Appealing a dispute, any help or guiddance would be appreciated

[valvano]

I recently sold a used Thermos Fire and Ice grill on ebay.  It was in working order with all parts.  It was listed as buyer pickup only or buyer arrange all shipping.  The high bidder arranged shipping through Greyhound Express and provided me with a label to attach.  The grill and parts (which were secure inside the cooler part of the grill) was dropped off at the local Greyhound station.  The item delivered.

Now 3 weeks later with no notice or communication from the buyer he has filed a dispute with me stating the grill did not work and was missing parts.  As part of my response I have provide the fact stated above and if the buyer had an issue they should go after Greyhound Express, not me, since he arrange all shipping, etc.

Paypal decided in the buyers favor.

How is this possible???  Any suggestions?? 

[kernowlass]

@valvano

Firstly you should never accept paypal for items that are to be collected, thats why ebay lets you put cash on collection only on your auction.

Secondly you as the seller are responsible in getting the item to the buyer safely or refunding, so you should not have let him arrange transportation.

Lastly paypal have no proof you sent the item in the correct condition and that it was damaged in transit.

[lancelotme]

Ebay has amended local pickup to accept Paypal as well as cash .

But this is not the issue here,this is dispute of item not as dsecribed.

It could be damaged in transit,used items not packed in original carton has a higher chance of arriving damaged.

You can either offer to repair the item,partial refund or full refund upon return of the item,if this is an Ebay transaction,you pay return shipping.

[kernowlass]

@lancelotme

They can't do anything as paypal has already found in favour of the buyer.

Yes you can accept paypal or cash on collection but you are allowed to refuse paypal for items that are collected.

[valvano]

1.  buyer knew I no longer had the original box

2.  item delivered for 3 weeks before buyer decided to file a complain.  between that time buyer made zero attemtps to contact me about damages, etc.

3.  the seller can not be the indefinite insurer of goods

[valvano]

4.  i am not paying for return shipping since this was a local pick up only.  if buyer made the choice to bid, win, and have it shipped to him then he can pay to have it shipped back.

[lancelotme]

This is an Ebay transaction and buyer paid you via Paypal.

He filed item not as described and he won,money is now returned to the buyer.

What is your return policy?Did Paypal ask him to return the item first?

You are responsible to deliver an item in good condition,the buyer has 180 days to open a dispute on Paypal,ifyou think it is damaged in transit,then you need t o take this up with Greyhound,if there is insurance,then file claim.

If Greyhound does not offer insurance,there are third party private insurers such as U-PIC .

So he did not contact you direct,he filed with Paypal,were you notifed and asked to respond to the case,you should find it in your Paypal account that a case is open and you haev X number of days to respond.

this is when you suggest partial refund,repair or return.

if you ignore the case,after so many days,Paypal will close the case in his favor,he will have his money back and keep the grille. 

[valvano]

I did get the claim and I responded.  The issue is he did not file the claim till 3 weeks after it delivered.  And during those 3 weeks he made zero attempts to contact me about any issues, etc.  He just went and filed a complaint against me with paypal  And yes, the item was listed as no returns accepted on ebay.  How do I know he didnt damage it himself during those 3 weeks?  Again, the buyer arranged all shipping and paid for it himself in that the item was listed as customer pick up or that the buyer can arrange shipping on their own which he did.

[valvano]

yes, paypal has asked him to return the item first.  till then the funds are frozen in my paypal account.  he has till july 20 to provide tracking info that the item is being shipped back. 

[lancelotme]

Good,since he paid for original shipping by sending you a Greyhound label,you did not lose money on original shipping.

And now he has to return the item on his dime,so he is paying shipping both ways and it has to be online viewable tracking showing it has been delivered.

how heavy and bulky is the grille,he may not be able to ship with USPS,and Fed EXP and UPS can be expensive.

Does Greyhound provide online tracking?

 Buyer can file dispute in 180 days with Paypal and he does not have to contact you if he does not want to.