Buyer opened unauthorized case then closed eBay account.

[Simon420]

Hello all, really confused as to what to do here so just looking for some help/advice. I sold an item on eBay, buyer instantly paid for it so proceeded to withdraw the funds etc but then about an hour later I get an message from eBay saying ''Suspicious buyer, please don't send item or complete transaction'' and the buyer has closed his eBay account. Now, here's the bad part, I've already sent the item via Royal Mail Signed For Delivery to the address shown on PayPal but my account balance is negative because the buyer opened a ''Unauthorized Claim''. I've already read through here about similar situations and it's to my understanding that the buyer will win the case as it's ''Unauthorized'' and I have no hope of getting my item back?

[kernowlass · Accepted solution]

You are protected by seller protection for unauthorised transactions as long as you met all the criteria to qualify.

11.1 What is PayPal seller protection?

If you are the recipient of a payment made by a customer (“Payment Recipient”), we will reimburse you an amount for Claims, Chargebacks, or Reversals made against you based on the following reasons:

1. A Chargeback or Reversal was issued against you for the reason of an “Unauthorised Payment”; or
2. A Chargeback or Claim was issued against you for the reason of “Item Not Received”,

What are the eligibility requirements for PayPal seller protection?

You must meet all of these requirements to be covered:

1. The item purchased must be a physical, tangible good.
2.         The transaction must be marked by PayPal as eligible or partially eligible for PayPal seller protection on your Account “Transaction Details” page.        
   1. If it is marked eligible, protection for both Unauthorised Payments and Item Not Received will apply. If it is marked partially eligible, protection for only Item Not Received will apply.
   2. Items sold on eBay will be marked eligible even if the shipping address is marked unconfirmed. Generally, items sold on websites other than eBay will be marked eligible if the shipping address is marked confirmed and partially eligible (that is, eligible for Item Not Received only) if the shipping address is marked unconfirmed.
3. Post the item to the shipping address on the “Transaction Details” page. If the item is delivered in person or if the Payment Recipient posts the item to a different address (for example, if the buyer asks that you send to another address on the basis that it is a “work address” or a “gift” address) then you will not be eligible for re-imbursement under the terms of the programme.         
   1. You may access the “Transactions Details” page by logging into your PayPal Account, selecting “History” and then selecting “Details” for the transaction.
4. Follow the postage requirements described below.
5. You must accept a single payment from one PayPal Account for the purchase.
6. Respond to PayPal’s requests for documentation and other information that is reasonably required by PayPal to investigate the matter in a timely manner.
7. Your primary residence, as listed in your PayPal Account, must be in the United Kingdom and/or Ireland (however, different levels of protection apply for each region, please see section 11.2 above

[Simon420]

Thank you very much for the reply, so all I need to do is upload the Royal Mail tracking number to the resolution centre and that would be seen as enough evidence on my part? I've seen and read many people saying that despite uploading valid proof the buyer still gets the money back as he/she has classed it as unauthorized and would result in me losing my item? Sorry for the confusion, this is the first ever time a unauthorized claim has happened to me.

[kernowlass]

Well i can't guarantee a decison in your favour, all i can do is give you the info.

But the posts you see here about folks losing claims for unauthorised transactions only gives their side and we don't know if  they met all the criteria required to qualify.

[Simon420]

Ok, thank you for the information you provided me anyway it helped alot. Also, I can not check to see if it comes up with ''elgigble/partially'' because the payment is on hold, but the item is a blank DVD which was sent via Royal Mail Signed For so I would have thought it was fully eligible?

[kernowlass]

When the buyer paid you would have had an email from paypal that would say whether it was eligable for seller protection or not.

[Simon420]

Ah, didn't notice that, thank you again for your help.