Ebay item said not to have been received in China

[Chrisjrecord]

I offered the purchaser in China the option of paying for insurance but he opted for ordinary Royal Mail airmail so i sent the item that way . Have now received a claim via Paypal that item not received. As buyer did not request tracking Paypal have found in buyers favour and debited my Paypal Account. Paypal's policy of always finding in favour of buyer if tracking not requested by buyer concerns me as I feel it is open to fraud as people get to know how easy it is to just say item has not been received. The problem is you give positive feedback when payment has been received and if a claim is made at a later date, you cannot record this against the buyer. The feedback system is therefore useless to combat such frauds. I tried to express my concerns in this repect to paypal through the Resolution Centre but it is not possible as you are offered only 3 options of reply, 1. Have you proof of tracking. 2.Item not sent and refund made. 3. You have agreed to refund buyer. These are the only options Paypal give, and if you try to circumvent the system you just return to these 3 questions.

This forum already highlights the problems with trying to phone Paypal but i doubt I would get any sympathy there if i did get through as the system is too rigid and slanted in favour of the buyer.

I have been with Paypal since it started as well as being a Power Seller with Ebay but Paypal do not seem to take into account such things when considering claims. What I would like to know is whether Paypal monitor claims for non receipt of items and take this into account when facing a further claim as, in my view, the system is open to fraud.

[PayPal_david]

Hi there Chrisjrecord,

I do fully understand where you are coming from in regards to claims that are filed against you as a seller on the PayPal website. I will try to give you as much information on this as possible now.

Firstly, in the event of a Non Receipt dispute being filed against a seller through the PayPal website, we have to request that the seller provides a response to us through their account. When you are responding, you should have an option to upload a copy of the postage receipt on your account in order to show at least where the item has been shipped.

If a buyer pays for an item and the item hasn't been received, they have no option but to go to us or their bank/credit card company in order to try and dispute the transaction. As it is only the sender of an item who can make a claim for the item going missing in transit, this can result in claims being found in the buyers favours sometimes.

As you have the postage receipt in your possession, you can try to initiate a claim for the item not arriving to your buyer in order to try and get your money back. If it was the case that your postal company provided you with a document showing that the item has been delivered to your buyer, we would be able to accept the document as a valid proof of delivery.

If you are trying to contact PayPal directly, you would need to click the Contact Us icon at the bottom of any PayPal webpage. From here, you can then click the Call Us icon in order to be provided with a phone number in which you can call in order to speak with customer services.

I hope this information helps,

David.

[Traconis]

I agree with chrisjrecord Unfortunatelly this is a business issue.

For PayPal and Ebay it is much cheaper (resources/time etc) to do any chargeback than actually investigate the case. I hade few dozens of claims on both accounts (ebay and paypal) and after reviewing answers from them (E and P) you can easily spot cases where they actually concluded any investigation!!

Msot of the time they prefer scammers - they just doing chargeback and voila - strictly following prcoedures like robots - they value scammer with 4 positive feedbacks (fakes) than you as a power seller with few thousand postive feedbacks 😞

I slowly withdrawing my business from Ebay - it is hard by doable 😞

[PayPal_Conor]

Hi Traconis,

Very sorry to hear you had a bad experience with recent claims.

We try to make the process as fair as we possibly can for both our Buyers and our Sellers.

In a non-receipt claim we ask a Seller to provide a tracking number, as this is the only way that we can prove delivery of the item.

In not as described cases, we will typically ask the Buyer to return the item to the Seller in exchange for a full refund. 

Traconis, if there is a particular claim that you would like us to take a second look at for you, why don't you reach out to us through our other social media channels with specific details?

We are happy to answer a private message through our Facebook page (www.facebook.com/PayPalUK) and are available 24/7 through our Twitter handle, @AskPayPal

Look forward to hearing from you

Conor