Buyer did not receive item, Resolution Center not letting me do anything?

[jimineastvan]

I sold something to someone in Brazil, received payment, and shipped the item.  He has not received it and its been around 6 weeks (delivery estimate was 3-4  weeks.   I want to make a claim, and the transaction details page of my PayPal account says the deal is eligible for seller protection, but when I go into the Resolution Center it says I can't act on that transaction because I received the money.   The FAQ etc suggests this transaction should be eligible.  I don't get it.

Are they saying that the buyer has to enter a claim...?

Or are they saying it's not eligible?

Thanks!

Jim

[kernowlass · Accepted solution]

@jimineastvan

Seller protection is not an insurance for items lost in the post.

Any insurance should be taken out by yourself and then if the item goes missing you refund the buyer and then you claim from any insurance you took out with your postal service / courier.

Seller protection covers you for FALSE claims of non receipt of item where you have trackable proof of delivery OR chargebacks / unauthorised transactions.

Paypal is not going to pay out for every seller that gets an item lost in the post !!