Buyer has been refunded even though she received the item

[littleenglishje]

A buyer opened a case against me.  She hadn't received her earrings in Germany and I live in the UK.  I do not track my items as they are not that expensive and they were sent standard international post.  She messaged me and told me she had received the earrings two weeks ago.  I told Paypal and could prove and sent them a copy of the conversation. 

I asked her to close the case over and over again but she ignored me.  Then Paypal refunded her.  I appealed and all they could say is that I did not provide tracking.  How does that work, especially as she admitted to receiving the earrings. 

[sharpiemarker]

@littleenglishje

Contact PayPal to speak with a dispute specialist:

Click HELP at the top menu, scroll down to click CONTACT US, and then scroll down to click CALL US.

Or private messaging via social media:

Twitter: @paypaluk 

Facebook: https://www.facebook.com/PayPalUK

[littleenglishje]

thank you, I didn't know they had dispute specialists.

[kernowlass]

@littleenglishje

You need trackable proof of delivery of the item to the buyer, without that paypal are not interested and to be honest they can't force her to pay you again.

[littleenglishje]

Most things aren't tracked in the UK and I have proof that she received it because she messaged me telling me!

[kernowlass]

@littleenglishje

Of course things are tracked in the UK if they are expensive enough to warrant it, anything over £20 I always send trackable.

And you may have as much written proof as you like but without a tracking number I really doubt you will get anywhere ESPECIALLY as paypal have already issued a refund.

As I said they can't force her to pay you again BUT you still have the option of the small claims court if you want to go down that route, they 'may' accept the evidence that you have.

No harm trying either option.

[littleenglishje]

Of course things are trackable in the UK, but I didn't track the item to Germany as the item was £12 and tracking would cost £8.50.  She had the option to pay for tracking.  I charge very little for my shipping to Europe so sent it normal international post.  She was impatient and took out a case within days.  

For me, it is not about receiving the money back, it is the principle that someone would do that.  Why would you not pay for an item that you had received.  It is dishonest and theft basically.  I also suspect that she has done it to others.

[kernowlass]

@littleenglishje

Thats fine, you don't have to send trackable if you don't wish to, however why would the buyer pay for tracking if you didn't ask for it?

They don't need that protection as they can file a dispute for non receipt and without tracking they would get their money back wouldn't they, so not in their interests to pay more.

I totally agree your buyer is a pain in the butt, but unfortunately thats the risk of online selling, we win some and we lose some, hopefully win a lot more than lose !!