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

[mrd777]

Do you want to know something funny?

I called PayPal and spoke to one of their reps and explained my situation. I said, based on this flaw, one can take advantage of this and the shipping money we lose can amount to hundreds of dollars a year. What was his response? "How many claims do you do per year?" I said "not that much right now." He then says "so you aren't losing hundreds a year." I reply by saying, "Hypothetically I can lose a lot because of this."  He then literally says, "Hypothetically we can talk about anything".

Basically he was saying, "I don't give a crap about you. Have a crappy day! :-)"

He tried to explain that the buyer is going to pay return shipping. However, he couldn't seem to understand that I was still losing out on my original shipping cost.

Why did paypal open this thread knowing they were going to get hammered?

[wpd121]

Olivia,

Your post claims that Paypal employees people to protect against chargebacks but in the message I received on my chargeback dispute, you claim this decision in completely up to the credit card company. 

Which one is it?

[friedtofu]

Im actually expecting to deal with a Paypal case soon, I started a seperate topic for it before discovering this thread.

Basically the buyer admitted (in an email) to damaging items I sold them (tried installing Toyota parts on a Subaru) and still wanted a refund. Even after replying stressing our return policy, where we only accept unused/undamaged items for return consideration, he shipped the item back anyway. Upon inspection it was obviously in not-same-condition and wrote them back declining the refund.

I have email proof of the buyers admission of negligence. I was going to ship the item back for them to keep but was waiting on the advice of this board first. I probably wont ship it back until the case is settled.

For what its worth, Paypal Seller protection HAS worked for me in the past. One case was where a buyer left me positive feedback, and then hit me with a chargeback(???). Paypal ruled in my favor. Of course the funds were in limbo until the decision was made, but I was happy to get it all back in the end.

Im guessing it was a situation where a kid ordered the parts, loved them, left + feedback, but then his parents didnt recognize the charge on their card and immediately called it in.

[PayPal_Olivia]

Hi everyone,

This is a subject about which a lot of you are passionate. I want you to know that I am passionate about it too. I want to address a few things that have been said before I move on to other topics.

I know some of you feel that I am parroting the same information over and over again, or that I am just spouting policy and reading from a script. I've been asked to respond in plain English. 

It's true - I have been repetitive. The information I'm giving is fact, but not a script or plain policy. The same questions will yield the same answers. But you're right, I can put it more simply than I have previously. I can summarize everything I've said in three sentences:

PayPal cannot remove the risk of doing business entirely. Risk exists in every business, for every seller, big or small, regardless of where you do it or what payment methods you accept. PayPal reduces the risks of doing business significantly in various ways.

The reason I opened this thread is because I do very deeply care. In the 5+ years I have been working for PayPal, I have seen sellers forgo their coverage because they don't understand how to utilize it. I have seen a lot of preventable loss. That is so frustrating to me, and it's become a mission of mine to educate sellers about their options. My reason for opening this thread is to prevent seller loss whenever possible. I opened this thread to equip you with information, so you can make the best choices for your business. Ultimately, it's up to you to use the information to its best effect, and I want to make sure that you have that information you need to make a sound decision.

I understand that there are circumstances where sellers experience loss even when they have done everything they possibly could to prevent it. That is the truth whether you use PayPal, or accept checks, or even deal only in cash payment. Loss is a reality that no merchant can prevent entirely. PayPal can help put you in the best possible position to experience it as infrequently as possible.

Am I biased because I work for PayPal? You bet! I'm proud to work for PayPal. I have yet to see another service that protects both buyers AND sellers so well. I wish you all luck in your future transactions. I hope that you find the information in my posts in this thread helpful.

Olivia

[minonda]

PayPal does NOT protect me as a seller. Nor as a buyer. A buyer on eBay decided, 3 months after receiving a doll she bought from me, that the item was either damaged or not as described (I was never told which it is). She had her bank issue a chargeback, which is now a negative amount in my account. She never told me that there was anything wrong, and if there was, why did she wait 3 months to do something about it? She just wants something for nothing.

So I bear the burden of having the ngeative balance in my PayPal account, and now, because her bank has charged PayPal a fee, the fee has been charged to my account, so I Have a higher negative balance. Why didn't they charge the fee to the person who started teh chargeback?

As a buyer I have never been protected by PayPal either. One seller's items got lost in USPS and because there was a delivery confirmation proving the MY POST OFFICE had received it, I was not able t get my money back ($120). So no, PayPal does NOT protect me.

[classicadsmaps]

I get zero protection as a seller, and will not ever accept a payment via paypal again.

[gufison]

On Paypal agreement:

11.5 Items/transactions not eligible for Seller protection.

The following are examples of items/ transactions not eligible for Seller protection.

• Claims or Chargebacks for Significantly Not as Described.

Now I see there is clearly a bias for helping buyers only as it's so easy to say Not as described. The whole seller protection means nothing against fraud then.

[minonda]

The truth is, PayPal protects no one, not the buyers, and not the sellers. So far I have lost $140 as seller and buyer and PayPal will do nothing to help me.

[rc_crazy]

This is almost no protection for the seller while the buyers can claim and claim, they win pretty much every single time. I have sold on e-bay for years and things have gone down hill and I hate to sell or use paypal any more. I recently decided to sell an item and listed no returns and guess what, Paypal gave them there money back and they were able to send the item back. It was a computer related item that if handle wrong can break it, well you can guess what happened. The buyer broke it and get there money back. I am done using both of the services and advise others to watch you money as it will be taken away by this empire!

[classicadsmaps]

what a fraud paypal is, tell me why it's ok for a customer to get a refund and get to keep my merchandise???

please................. oh I know, oops **bleep** happens, and tough luck to you stupid little people, don't you know ebay is a huge corporation and can steal from anyone they want.