Very Disappointed

[denicolasfood1]

I was Very disappointed with PayPal today not only with their decision making but their unwillingness to accept responsibililty and make something right. On June 5th I had a customer who made a purchase. Her products were made, packaged and shipped. I have a tracking number showing they were delivered on June 18th at 2:15 pm to her home. Between the 5th and the 18th she called paypal because she thought she hadn't rec'd her package quick enough. Paypal send me an email telling me of this, I answered the email to paypal giving them the tracking number and all the information. I was gone from home for a week and  upon returning (yesterday) I had an email saying that they were refunding the customer her money. So at that point the customer had her money back and also had the product. I had nothing. I called (today) to find out why they returned the money to the customer. The first person I spoke to, Princess, told me that I would have to talk to a different person and they would take care of the problem. The next person I spoke to was a young man who listened and then said he couldn't do anything but would transfer me to his supervisor. At that point someone named Matthew came on the phone and after explaining everything that happened he said that the "computer system" made the decision to return the customers number and there was nothing they could do. They said they would be sending her an email letting her know that they had returned her money and they had a tracking number but the would NOT accept any responsiblity for making the decision. It seems to me that Pay Pal is more worried about how much money they make and not their Customers. 

[DPCreations]

Was the tracking number added to the PayPal transaction record the same time that you actually shipped the item?

[denicolasfood1]

We actually send out an email to the customer when the order is rec'd acknowledging the order, the tracking number and estimated time of arrival. 

[DPCreations]

The tracking number should have been added to the transaction record; that way PayPal would automaticall know it was delivered and the buyer dispute would likely have been denied automatically.  Since the tracking was not part of the record, it makes sense that the buyer would automaticall prevail and it becomes more difficlt to change the decision later.

PayPal needs to be convinced that the late-provided nubmer is really part of the transaction.  It will, quite understandibly, take a lot of persiistence to change the outcome.

[lancelotme]

Is this a custom order?

Your buyer may be scamming,ignoring your email and go right to Paypal to file a case .

It does not help that you did not upload tracking promptly

[lancelotme]

You said tracking shows it was delivered to her home on June 18th .

She placed an order on June 5th and between June 5th -June 18 ,she filed item not received with Paypal.

When did you ship the item?

If this is a domestic order,and you shipped same or next day,via USPS priority or first class,it should have arrived in 3-7 days,before June 15th.

So when Paypal reviewed the case,either tracking is missing or tracking shows it is in transit,yes,PAYPAL robot will just close the case and give her back the money.

Once money is refunded,they cant take it back from her.

What you can try is to send her an invoice request stating that tracking shows it has been delivered to her home,she now has the merchandise and so she should pay for it.

You should include the tracking information in your email showing it has been delivered.

If she does not pay,it will leave you no choice but to file a report with her local post office.

It may work,it has worked for me for a low ticket item,give it a try

In the future,ship promptly and upload tracking.

Also if this is an Ebay listing,Ebay will ask you to enter how soon would you ship and method of shipping,then it will show on your listing when it will be delivered,it is an estimate,but it will cover your **bleep** !

Say,she cannot open a dispute before the estimated delivery date.

[lancelotme]

Some buyers know how to game the system and get free merchandise,some just lost patience waiting for the goods to arrive.

This happens during Xmas shopping season ,in past years when there were snow storm and plane flights cancelled and packages rerouted,tracking becomes useless when bags and bags of USPS mail bags are sitting in different airports in the country.

Also when space is limited on the plane ,USPS priority gets on the plane frst before first class,media and parcel,

Buyers will file item not received and win ,then the packages arrived but it was too late to save the sellers. 

[MCCo]

Paypal is VERY frustrating! They put a limitation on my account because a customer claims she has not received her package when her tracking says otherwise. She now has the product + her money back. Paypal needs to realize that customers can easliy lie in any situation which should be considered a scam. They protect the customers but not the businesses.

[DPCreations]

@MCCo

Was the tracking number added to the transaction detail at time of shipping?