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I live in Australia. A buyer in the USA ordered a vinyl record from me and paid for it. I posted the item promptly. Some time later I received a complaint from the buyer through the resolution centre alleging that I had made an unauthorised withdrawal from his account. Due to the necessity to respond quickly I could not do much investigation. I responded to the complaint, pointing out that my accuser lived in the USA and that I had never heard of him and couldn't possibly have accessed his account. The only evidence I could provide was a scan of his eBay order. Shortly afterwards I received a ruling from PayPal which went against me on the grounds that I hadn't provided proof of shipping.
Much aggrieved, I did some detective work which seemed to support my defence. I was able to email the buyer who, much to my surprise, recalled receiving the record. He also told me that he would clear it up with PayPal. So far nothing has eventuated. I could live with the loss of the purchase price of the LP ($30) but not with the fine PayPal levied ($13) because it implies that I defrauded the buyer.
I have tried to make an appeal against PayPal's decision (I would include the buyer's email) but when I click on View on my case page nothing happens. On one page the case is described as closed whilst on th page showing the case it is shown as under review.
How can I contact PayPal to put my case?
Solved! Go to Solution.
No, I could not provide tracking details nor shipping details. Paying for tracking or signature on delivery would have added to the shipping costs and made the item less attractive to potential buyers. The fact that PayPal fined me $15 implies that they saw me as the person who had made the unauthorised payment. If this was not the case, why would they fine me? It is usually, if not always, the person who has committed the offence who is penalised.
I still don't know how I can appeal and attach various pieces of evidence, including the buyer's admission that he received the record.
The buyer has contacted me by email and told me that he has received the item. He also told me that he had not complained to PayPal about an unauthorised access to his account and that he had contacted them and been told that they had no record of a complaint by him. Somebody has registered the complaint (perhaps it was his credit card company) and it is sitting in the resolution centre being reviewed. It is very frustrating that that I can neither appeal nor contact PayPal to inform them of the information received from the buyer.
I've checked and cannot find where I was told that the case was closed. It is still an open case and under review. I still believe that I should be able to add further information. Although the case is under review PayPal has nonetheless taken the money from my account and charged me $15. I think it would be more fair if that happened after the review period, otherwise I am presumed to be guilty in advance. Here is the buyer's last message: