Responses to How does PayPal protect me as a seller?

[ikeman56]

Dear Papal,

I had a customer say that I sold him a item that he received that wasn't what I describe. I have no idea why he filed the claim, since I put on my description that I will refund the money if the customer isn't happy. I have 100% feedback and I do everything I can to keep that status. I emailed the customer. Told him to send the item back and I will OK the refund, but told him to go thought me first. No responds to 4 email. I escalated the claim just like paypal instructed me and they refunded his money WITHOUT evidence of shipping the item back. NOT FAIR to a long time customer. I've sent 3 emails to the buyer via the email Paypal sent me with no responds. I find out from 2 other seller that the buyer is a con and will do this repeatedly till Paypal and the Seller stop trust him. HOW IS THAT FAIR!

Ike

Hello (seller),

After careful consideration of the evidence provided in the case detailed
below, we have completed our investigation and decided in favor of the
buyer. Under terms of our User Agreement, we have debited the following
amount from your PayPal account as a refund to the buyer: $91.95 USD

-----------------------------------
Transaction Details
-----------------------------------


Buyer's name: (buyer)

Transaction ID: 74539407T07720022

Transaction date: Dec 7, 2010
Transaction amount: $91.95 USD
Your transaction ID: 4UE39029JD8826221
Case number: PP-001-171-965-011

Refund amount: $91.95 USD

[Borborygm]

This... this is true. I never thought about some of what you wrote. So what you're saying is, I can re-dispute if those conditions are not met if he even sends? I don't recall seeing that in my rights / resource center section or any paypal documentation regarding this... Am I overlooking a link that is right infront of my face?

[PayPal_Adrian]

Borborygm -

That's right - if the buyer doesn't send the item back, they don't get a refund.  If they do, and the item is damaged in a significantly different way then how they have described, then you have the option to file an appeal.  Appeals warrant (again with the generalities, my apologies - we have to keep it general on here because we're not accessing your account, nor can we provide account specific information in any event) a re-review of the claim and the final outcome.  As they are usually very specific to each claim, I don't think there is an open link to them in the Security Center. 

However, once a claim is closed, a link will open in the Resolution Center inside your account to appeal that specific claim.  Emails sent to you during case closure may also contain the information on how to appeal as well.  If the link doesn't work or isn't there, we're always happy to receive and log appeals on your behalf via customer service.  We do want to hear your voice!

And it's ok - I know there was a lot in there, so I'm sure it was easy to overlook something.  Sometimes, less is more, right? 

Have a great night!

Adrian

[Jaxie]

Re:  Buyers are required to return the item in the condition they received it in, so if you receive something different than what they are stating they received, that's when the appeal process above comes into play to re-open the claim.  

Where is this "appeals" link?  My buyer received the item, then a week later, said it did not work properly and wanted to return for a refund.  They shipped it back but when I received it, the item had been damaged -- it was a cellphone that had clearly been dropped since there was a big dent in the case.  I put all this explanation in the case but the buyer was still refunded all his money.  So I'm trying to follow the process and cicked on the "Closed Cases", and clicked on "View" for this case, but on the details page, I don't see an "appeal" link?

[gufison]

I am in a similar siutation where I can prove the item is shipped and as described.  I have all 100% feedback and sold more than 20 items within that period.  The buyer has 1 feedback and that was from me.  The buyer got the item and said it's not what she expected and filed a chargeback.  Paypal is doing nothing and this is the quote from the replied email:

"Our Seller Protection protects you from claims, chargebacks or reversals that are a result of unauthorized purchases or items your buyer didn’t receive. With PayPal’s Seller Protection, you are protected for the full amount of all eligible transactions.
 The seller's protection doesn't protect on Merchandise chargebacks."

Looks like this is the way Paypal will protect buyer and like a previous post, I can now go on ebay and get a $5000 camera with my credit card, file a chargeback and walk away with that for free.  Maybe I am too late to the game as it has been done for years and so many sellers have already suffer without a loud voice? 

I will be very surprise if I can get a straight answer from Paypal other than dancing with their "we help both sellers and buyers" or falling back on "as a business sellers needs to take risk".  Where is the risk in Paypal?  Big 0 in the ebay-paypal monopolized world.

[Borborygm]

Also, you keep using these general terms as if this is a general case or issue or even item. Why do you insist that this i like buying a box of cereal. It isn't. It's insulting to my intelligence. I'm sure your words fit ninety percent of cases. That's fine, and all, but this is not a case like that. Even your own statements are criss-crossed... you said you don't prefer one over the other, yet say generally the seller can return [even if they damaged?]. Bestbuy wouldn't even allow you to return a cellular device this late, and Verizon would've charged a 200 or more ETF fee or given less than i offered the guy for the device minus EBAY VERIFIED flash / esnservices [i bought them on ebay on purpose to avoid this kind of thing]. General is for items that aren't modified, normal things, not high end smartphones at 1ghz with everything changed and made to order.

[nanaa]

I don't think that most brick and mortar stores will give refunds if you walk out with an item and decide you don't like it when you get home.  Most of the time it is yours.   That is how it is in the small town that I live in.  Now it might be different at Lowes or Sears but not your local stores.  Not here anyway.

[Shimey013]

As a seller that is now in a dispute over an international item and because the post office doesnt offer needed goods for international shipping. I feel as a seller I have ZERO protection. Right now I am out a $200 sports card that I shipped a MONTH ago, and with no contact from the buyer, until he filed a claim and i called him a scam artist. Then he e-mails me saying "well i was going to but i thought my item would come so i didnt" I have a Top ranked seller status and a power seller and right now I am out $200 and a $200 card and no proof cause the post office doesnt offer it. Only proof i have right now is the credit card transaction at the post off via paypal debit card. So I am trying to find out from the post office where this card is, but i feel if they can't find it, my 10 years of working hard on keeping a 100% positive on ebay is wasted.!!   

[minonda]

I don't even ship internationally because it's not worth the hassle.

[Dognessy]

How does PayPal protect me as a seller?

Is it a bad joke or something?

PayPal DOES NOT protest me at all!

Here is an example.

A buyer claimed that he didn't receive my item. He lives in Latvia.

He opened a cliam, and PayPal,a sked me to provide evidences that I sent the item to the buyer.

He didn't pay for insurance, so all document sI had was post office receipt and customs number.

Customs number showed the following tracking info: I shipped the item on time, and the item left the USA.

So, here is the situation:

1) Buyer claims he didn't receive the item.

2) I proved that the item has been shipped to the Buyer.

I can prove I fullfilled my obligation, but the Buyer didn't prove that he really didn't receive the item!

Guess what?

PayPal took MY money from me and gave it to the Buyer!

When I caleld PayPal, their Customer Service rep and then his Superviser told me literally the following:

This is your responsibility as a Seller to deliver your item to the Buyer.

I asked them what if I snet it with Delivery Confirmation, and then the Buyer says he didn't receive the item?

They repeated again:

This is your responsibility as a Seller to deliveryour item to the Buyer.

Before I thought that this is Postal Service responsibility to deliver postages!

And I thought youa re not resposible for items that were lost or damaged by third party that you cannot control!

Apaprently PayPal "protects" Selelrs that good that it belives the opposite.

eBay will not even say that in the item's descrition!

As you can see, any Buyer can claim that he/she didn't receive the item, and the Buyer will get money back via PayPal!

If PayPal calls it "Seller's protection", then I don't know what protection is!

I'm opening a claim with BBB against PayPal.

And I try to sell as much as I can via Amazon, because Amazon don't take money from you!

[PayPal_Olivia]

Hi Dognessy,

I'm sorry that this transaction didn't go well for you. I think I understand where the disconnect is. In claims of non-receipt, proof of delivery is required, not just proof of shipment. An important part of ensuring your own coverage under Seller Protection is reviewing shipping options to ensure that you are contracting with a shipping company who can provide the information needed to fulfill that requirement. If shipping overseas, can the shipping company you select give you proof of delivery to the customer, or just proof that the item reached customs? This is an important question to ask when selecting a shipping method.

Olivia