Appealing a Claim

[katiemac21]

Over a month ago I posted a pair of leggings a user from depop had bought from me. Presumably as it was the christmas period and post offices would have been busy the package was lost in the post. I have proof of postage as well as a tracking number (this however doesn't work as the package obviously got lost in the post). I explained this to the buyer however she still chose to open a dispute against me. I explained that my seller protection would cover me as I have a receipt of postage yet Paypal have closed the case in her favour and refunded her. I am obviously going to appeal however the instructions online as to how to upload files etc don't make any sense and don't work. PLEASE can someone give me some advice. I've tried phoning and emailing paypal but all I get is automated messages which are useless...

katie

[kernowlass]

@katiemac21

Sorry but why would seller protection cover you for an item lost in the post?

If a buyer pays you for an item and does not receive it then of course you have to refund her.

Then if you sent trackable or insured you can claim from Royal Mail or the courier you used.

Why would paypal pay you for an item lost in the post it has nothing to do with them.

In the event of an item not received dispute the ONLY way you would win is if you provided a TRACKING NUMBER that proves DELIVERY of the item to the buyer. You don't have to send trackable but its at your own risk not the buyers and certainly not paypals.

If you bought something from amazon and it did not arrive would you be happy if they said 'oh sorry no refund as we can prove we posted it??' 

[katiemac21]

But then why does it say in the paypal seller protection “If you are sent an unauthorised payment – for example, from a hacked account – or a buyer claims they didn't receive their item, our Seller Protection policy covers you for the full amount of the payment on eligible sales.“ surely that means if I have proof of postage with a tracking number, which I do, then I’m covered by the protection. Not asking whether I should appeal or not as I am regardless, I was asking for help as to how to upload files such as my postage receipt as paypal does not make this clear.

[kernowlass]

@katiemac21

Well an unauthorised transaction means your paypal account was hacked and used without your consent so yes either buyer or seller can have that happen and be covered.

You are also covered for false item not received disputes ie if a buyer files a dispute for non receipt of item and you have TRACKABLE proof of delivery of the item to them then you would be covered.

That is not saying they cover you if its lost in the post.

You should really read up properly on seller protection so you can risk assess your transactions.

I tend to send anything under a certain amount non-trackable and take the risk, if it doesn't turn up then i just refund the buyer.

Anything over a certain amount I send trackable and then if it gets lost I refund the buyer and claim from RM.

If you have a tracking number as opposed to a proof of postage and that tracking number does not show DELIVERY of the item then you need to contact RM or however you sent it. If you just have proof of postage then you can't claim for anything.

If you had not refunded your buyer then paypal would have done so and then put your paypal account into negative until you paid them back again.

Upload what you want but unless it proves DELIVERY of the item to the buyer you are wasting your time.

If you don't believe me then go and ask on the Ebay forums.