I just got a decision paypal made in buyers favour which seems more then strange to me and i wonder what buyer protection is all about.
Here the most important points:
- buyer made an order at ebay, 3 items, each shipped from Bulgaria to Italy with Tracking in 1 package.
- we dispatched within 24 hours and provided immediatly all the tracking info on ebay.
- order arrived in time, but unsuccessful delivery attempt, post men left a notice to pick up the order. (noted on tracking info)
- buyer did not take the order from the post center for several days (noted on the tracking info).
- after several days the order is sent back to us by the italian post center.
- same day buyer contact us that the order is being returned and that we would like to get a full refund.
- we refused, but offered a re-send once the order is back if buyer takes the extra shipping self costs, Euro 8.50 in this case.
- buyer declined, wants a full refund and opens 3 cases on ebay resolution center. For each item 1 case, makes 3.
- Ebay decided in our favour as we shipped the goods and that buyer has to take care to get the goods from the carrier.
- Buyer now agrees for a re-sending for Euro 8.50.
- Order back in our office, 2 days ago, and 1 day after buyer agree to a resend. We notify buyer that we are able to resend and issue a payment request on paypal over the self shipping cost.
- Buyer does not respond on ebay anymore but a sudden opens a dispute on paypal again.
- To be noted that the order itself now can not be sold again as it's package is damaged after having travelled forth and back twice.
- We provided paypal all the necessary information, beginning from full tracking info, pictures of the sent and then returned package, ebay resolution center decisions, chat messages, ect.
- Today paypal decides against us and in buyer's favour + a Euro 12.00 dispute fee.
Now the question, what did we do wrong? We shipped immediatly, gave proof of adress, tracking info alone shows the story, ebay decided in our favour, and and and. Now we are left with the shipping costs, damaged products and a dispute fee of Euro 12.00, seriously? Somehow doesn't sound fair and under seller protection i understand something different.
If buyers can be negliant towards orders, what is the seller protection about at all?
We of course can once appeal this decision, hence i'am looking for advice or comments or is it just me that thinks seller protection should cover such an issue?
Thank you in advance for all comments, advices, suggestions and comments.
