PayPal's decision to allow buyer to Open, Escalate, and Send Buyer a REFUND within 15 minutes.

[dls013059]

I am an ebay Seller (USA) who has maintained an excellent track record.  In the past 2 years I have sent over 715 High End Handbags and Accessories to International Buyers.  I have always taken care of my Buyers when they have contacted me with any delivery issues.  (Only a handful I must admit)

On May 7 2014, I sent a $215.00 Michael Kors handbag to a buyer in India.  The buyer paid for First Class Int, yet I paid the additional amount to ship it Priority! The package arrived in India 7 days later on May 13th 2014.  Tracking shows that the package remained in Customs until May 22, 2014.  It then show that the item had been sent "to domestic location " at 1:06pm. AMBALA RMS.

On June 13th the Buyer opened a Case against me for not receiving the item. THE BUYER NEVER CONTACTED ME CONCERNING THIS! Within 15 minutes, the Buyer Escalated the case, and PayPal FULLY refunded the Buyer!  I virtually had no time to respond! After contacting PayPal, I was told that the refund had been issued because the item was on it's way back to me! On June 23, (after never receiving) I contacted PayPal and was told that I was mis-informed, that there was no proof that the item was being sent to me.  Simply ..the Buyer had never received the item, and was issued a refund  I filed an appeal, and received a response within the HOUR, that my appeal was denied!

I have filed a formal compliant against PayPal with the Attorney General of my state.  I have filed a complaint with the India Post Service, requesting information. I have a GREAT relationship with the USPS,  The item was sent and arrived in India 7 days after I mailed it.  USPS fulfilled their promise! And I have (still) attempted to receive some kind of response from the Buyer.

I am out the initial price I paid for the handbag......AND the refunded amount (with shipping) the Buyer paid.....

I am still shaking my head at the lack of professionalism from PayPal.  Who may I contact in Management? Especially since David Marcos has left for FaceBook?

Thank You

[PayPal_Andy]

Hi dls013059,

I'm sorry that this type of situation has brought you to the Community, but I am glad that you've found your way here!

Generally a case would take more than a few minutes to be resolved. The only time I can think of something like that happening is when the tracking doesn't show as delivered to the buyer, or the tracking has sat as undelivered for long enough that it wouldn't be fair for the buyer to wait any longer, as it's true they may not have their item. 😞

What I would recommend is seeing if you can get the post office to update the tracking or trace it to figure out where it's gone to. If the tracking eventually shows as delivered we can always look at an appeal on a case. If they can't track it down, did you get insurance? Because that may be the best option at that point; they misplaced it so they can pay you for it.

I hope that provides you some options on why this may have happened and where to go from here. I wish you the best of luck with this and hope the post office can figure out what's going on there.

- Andy

[dls013059]

Hi Andy!

Thank You for responding.  Unfortunately USPS has tracked it to the last location...which shows it has been "sent to Domestic Location"  I have filed a complaint with India Post, requesting a confirmation from them.  After scouring several Indian websites about postal deliveries, I have unfortunately realized that many countries have corrupt postal delivery personel.  There are many complaints from individuals who stated that the carrier would only deliver the item in exchange for money.

It is also unfortunate that PayPal never allowed me the opportunatey to respond before refunding.  I have also attempted to contact the buyer through emails, ebay, even Social Media......and they have never responded.

I am still pursuing a solution to this.

Thank You!

dianne