Customer Dispute - Incorrect Address

[GiantKitten]

Hi,

A customer purchased an item on my website. They did not complete all of the fields when making the order and so when the shipping label was automatically generated by Royal Mail Click & Drop the street number was missing. The customer has admitted in an email that this was their error and must have been caused by their autofill. Of course the item didn't arrive. They demanded a refund and I stated the non-delivery was not our fault. They responded saying they knew it was not our fault but if we didn't refund they would open a case with Paypal which they have now done. I have the tracking number and proof they did not provide the correct address. I have tried to respond to their claim on Paypal and every time I complete all of the details and click submit I am logged out of Paypal and when I log back in my response has not been submitted.

How is it best to proceed here? Can I win this case? Is it worth bothering phoning Paypal as I can't submit my response? I don't see why I should have to refund and even the customer has agreed with me but said anyway I am going to force you to through Paypal. Is Paypal really that bad? It will just refund people no matter who was at fault? 

Thanks

[PayPal_Meghan]

Hello @GiantKitten, 

Welcome back to the PayPal Community! 

I understand you're having difficulty uploading proof of shipment into your dispute case due to a technical error, and I'm sorry to hear that. I recommend clearing your cache and cookies or trying a different browser. If it persists, please reach out to Customer Support to provide your documentation. You can contact Customer Support by selecting 'Contact at the bottom of any PayPal webpage. When you reach out to Customer Support with your documentation, please include a copy of your shipping label to help with any potential discrepancies. 

I cannot provide any guarantees on the outcome of a case, but I can provide some possible scenarios. If the item was never delivered and it was returned to you, then a refund will likely be processed to the buyer. This is to create an amicable resolution so that one person within the case doesn't have both the item and the money for it. Alternatively, if the item was delivered to that incorrect address, then the case would likely be found in your favor because you did correctly ship it to the address provided to you. 

I hope this information helps you gather an idea of what might happen and how to proceed. You can learn more about Seller Protection on our Help Center and Policy Pages. 

- Meghan

[how2resolvehelp]

Megan- Excellent Feedback!   Provided a complete picture of the issue.   I just got my own issue resolved today.  Here are some further tips to resolve if it happens to you [those who are reading this and are in the same situation]! 🤔    Actually, as this seems to come up alot- it would be great if the AI chat bot has these steps in it's arsenal to provide when this question is asked- instead of having to "hunt down" a solution.   

Can you tell I am in QA management [for another industry] 😊

1- Contact PayPal Customer Service.   

2- Ask them to remove [delete] all shipment addresses tied up to ALL merchants and/or gift services [OR, if you know it only happens when you use 1 merchant only, have that address removed only].   

Note:  As provided above- this information [buyer's shipment address] is NOT seen on the buyer's dashboard profile [it is a "behind the scenes" field that shows up from PayPal to merchant only].   

3- Note:  PayPal Customer Service will give you 2 options.   1- To cancel the order you just made, and have the amount refund back to your account [takes about 6-7 business days];  OR 2- You can keep the order as is, and contact the MERCHANT to change the shipment address [and keep the PayPal order as is].  

4- If you take action the above #3 - #1 action above:  For any "behind the scenes" addresses to merchant removed - the next time you order, you will have to MANUALLY enter the shipment address.   [note:  I forgot to ask if this is for every purchase moving forward, or if for the first time only using a merchant card].   I never assume.   So if someone finds out - please let's help each other with a reply for the next person learning about this.   Again, I am hoping the AI bot will take up this cause, to make it easier on all consumers in the future.   The alternate [which I was finding myself in was to not use PayPal for purchases anymore - which would be such a shame 👎- since there was an easy [but not known] fix to the issue! 👍

[Fulmahamd]

Gaming

[Andy-and-Chris]

Speaking to the 'logging out of PayPal' issue only...

We are in the middle of a dispute and a claim against a seller.

After writing a lengthy message to PayPal and when hitting the 'submit' button, getting logged out due to some weird timeout problem, we decided it would be best to write the whole message out of PayPal's website, using a text editor offline, arranged all photos, screenshots and other supporting evidence in a handy, easily to get at location ready to select and upload.

That way, all that you need to do is upload the evidence, andd select all the offline text and copy and paste it into the message box after logging in to PayPal, then hitting Submit and finally, the 'Done' button.

This seems to be quick enough, that you don't get logged out before you can click the 'done' button.

[lirra515]

May I know the outcome of this dispute? I have similar experience. The buyer provided paypal a wrong shipping address and the package is sitting at her local post office for months now awaiting to be claimed. The package was never returned to sender. Thank you.