Ebay Item not Received claim

[Teodor]

I sold an item on Ebay, and it has been delivered (according to the Royal Mail web-site).

But the buyer issued the Ebay claim "Item not received", because the item arrived later than expected.

Ebay customer support issued a partial refund to the buyer, and the case was closed, but I am not happy with the amount of the refund: it is too large.

Can I use PayPal Seller protection (the transaction is eligible), and if yes, then how exactly should I proceed??

Can I otherwise file a PayPal claim for the unauthorized transaction for the refund issued to Ebay?

Thanks!

[PayPal_barry]

Hi again, not as described claims are frustrating. There is a Dispute phase, where the buyer and seller attempt to resolve the issue together through the PayPal platform. If this does not work, either side can then escalate to a full claim. At this point, PayPal take charge of the issue and decide the outcome. While we appreciate that the parties involved may be communicating outside of PayPal. We cannot see those communications and cannot accept them when forwarded to us. We would recommend that you respond to direct requests from PayPal for any information or action to be taken to resolve the issue directly.

There are ultimately 2 “opposing” parties involved in any case, and we appreciate that it is in rare circumstances that both parties are happy with whatever outcome PayPal make. We do try our best and would remind people that disputes and claims make up a tiny fraction of all the transactions that process daily through the eBay/PayPal system.

[fedupaswell]

It is hard to know 'Now' who's actual question you are answering..?? 

As it is a bit of a wishy washy answer,,,  and yes,, we do all feel 'SO' Sorry for Paypal and the difficult job that they have.. In these Such 'RARE' occasions..

I think that what your answer is showing us is that,, It is time to change YOUR system........ Because if you do not look at, OR take notice of, what the sellers argument is in each particular instance you will just about always come down on the side of the Buyer....

In my case ---------  (( To us, it is always about MY case, so don't come back with, something like the 'Broader issue' or 'On the whole' or, "we have to look at the bigger picture" ))  If paypal had looked at the correspondence between both parties, I am in 'NO' doubt that you would have found in my favour.. If paypal had taken notice regarding my feedback and 100% (that is all of my sales) customer satisfaction.. They would have not been able to take the decision they did on the basis that they did.....  If Paypal had read 'ONE' of my descriptions (let alone ALL of my descriptions) they would not have come  to the decision that they did..!

I Might point out to you, that the way paypal handle the DISPUTE PROCESS is why from your point of view as you say ,,

"" We do try our best and would remind people that disputes and claims make up A tiny fraction of all the transactions that process daily"       HOW POMPOUS OF YOU TO SAY -- "remind people" --  IN THAT WAY.

I can help you to understand this.... the Reason is,, that Once you have been through this DISPUTE PROCESS  as a seller, and you see how it performs,,,   you just think to yourself,   "well I know how this will turn out, so why bother" ....

An ARBITRATION system that in YOUR WORDS does not look at !!! or take into consideration evidence from One of the Parties involved.!! is 'NOT ARBITRARY' ....      JUST WHO DO YOU THINK YOU ARE   ????????

CHANGE IT !!!!! OR SCRAP IT !!!!!                            PUT IT TO THE VOTE...!!!!!!!!!!!!!!!!!!!

[PayPal_barry]

You may find flaws with the dispute centre and the claims process, but it will remain part of eBay and PayPal for the long term future. I also try not to be too specific in my responses, as the Forum is really for all members so the points I make need to be relevant to all who read and view.

In terms of selling, we know that all sellers wish to keep and maintain 100% positive feedbacks. But as you sell more and more and spend longer on eBay. There is a likelihood that you are going to have a buyer that is unhappy with their product. This is as true for you as it is with Nike or Boots who also process payment through PayPal.

The claims process is there to assist you and your buyer, sellers should be aware that PayPal/eBay and also their buyers do not believe claims cases are some “stain” on the sellers reputation. They are a fact of life when selling and trading. Working directly with your buyer and also PayPal/eBay will have the issue resolved quickly and you can move on to listing and selling again. Hope that helps.

[fedupaswell]

Hi,, Well it does not help really,, as I know what you are saying,, The people who are involved with this subject are here pretty much for the same reason,, so you CAN be a bit more specific ....

The fact that the system is here and will stay, does not mean that it cannot be better,, why keep doing someting that is not as Fair as it could be.?? Nothing wrong in changing it for the better..

The Point that you and paypal/ebay are missing, ""Is that a system that has as it's basis, is to put two names into a Hat and pull one out and decide that you will take his side of the argument, is totally flawed.   Resolved issues, that do not consider the facts of the case.! are NOT resolved issues...   They ARE resolved as far as YOU/ EBAY/PAYPAL and the Buyer are concerned.. but NOT as far as we are concerned..

When YOU/PAYPAL take the View  of a Buyer, who,, In his own words, shows that he is telling 'FIBS' to both Paypal and the seller.. How do you expect the seller to FEEL and respond.?????????

As you are Banding together,,,,,, How is it you put it? ""Paypal/Ebay and THEIR Buyer""  So, you see Yourselves as a Group AGAINST THE SELLER do you..!     well thats nice to know...!!!!!!!!!    

BUYERS/EBAYand PAYPAL should be 'AWARE'..

It Is NOT just about Feedback records..!!  It is more Fundamental than that.. It is who we Are.......

[jimedwards]

Transaction ID: 5PY601770Y7912255

The item ordered (250789301722) on the 22nd April has NOT been delivered. I have e mailed seller twice and had no reply. Can I have my money back?

Jim Edwards

[fedupaswell]

Hello Jim.  Yes you will definitely be able to get you money back, so do not worry..

You will have to open a claim with Paypal or ebay, you have that choice... If you do it through ebay they will give the seller 10 days to respond, they will try to get the seller to communicate with you and hopefully you will get the item you have paid for... it really is in the sellers interest to sort things out,, as his ratings will suffer..... 

I did look at the item as you gave the item number...  Might be a good idea in the future to look the sellers 'Feedback Rating' as I noticed that this seller has a Low'ish rating... when you are on the listing page where this is shown, if you click on 'HIS' Username, you will be taken to his 'PROFILE'.. click to see 'ALL FEEDBACK'  then you get to see how many Neutral and Negative feedbacks they have been given and what other buyers have said..... As a rule for 'Me' if the rating is below 97% I really think hard about making a purchase,,,, this guy you bought from has 90 NEGATIVE  Feedbacks.!!!!!

If you do it through Paypal,, they will immediately put a hold on the funds you have paid to the seller,, If you go this way,, you might as well escalate to a 'CLAIM' 'as soon as'.... Then-- One of your options will be for a refund.........

As I said don't worry,, you get 60 days to make a claim..

hope you get sorted...

[PayPal_barry]

Just to clarify on the last point , a buyer has 45 days after the transaction completes to file a claim.

[Aaronsmum]

Hi, was just reading some of these responses from Paypal and from Sellers.  I have recently sold a baby monitor to someone in Ukraine and they have put in an "Item not Received" claim. They haven't contacted me beforehand to find out if item has been posted etc. Which it has obviously. I still have receipt of postage, price paid, weight and date etc. Also cashier at post office put the Postal Code on there. Will I be able to get my money do you think? It's not my fault the Ukraine postal service is faulty and how do we really know that the person hasn't received it or has changed their mind upon receipt of goods.  I have a 100% record on Ebay and will now stop posting to these countries abroad.

I had a buyer almost a year ago now that bought a perfectly good gold bracelet from me and then said that the bracelet was faulty and not what they wanted, the bracelet was returned to me snapped in half and Ebay refunded the money from my Paypal account without my sayso, I tried to dispute this matter but it was like banging my head on a brick wall as far as Ebay and Paypal were concerned I was a liar and the buyer was right. NO THEY WERE NOT!!! 

Paypal and Ebay please listen to these comments. I am not a scammer and do not like to be scammed and take offence to anyone that treats me as such.

[PayPal_lucy]

Hey there,

I understand your concern in whether the buyer has actually received it or not. To prove the buyer has received the item we need the tracking to show delivery. If you don't have a tracking number I regret there is no seller protection offered.

If the post office cannot provide a tracking number to the Ukraine, then have a look at some other postal companies. Without a tracking number we are relying on the buyer to confirm receipt of the item.

not provide a tracking number to the Ukraine, then have a look at some other postal companies.

[Amanda5948]

Hi there, I've just seen your message re lost baby monitors to the Ukraine earlier this year. Did you have any luck with a royal mail claim? The same thing has just happened to me - monitors posted to Ukraine over 6 weeks ago, no checking to see if they had been sent, just a dispute opened via Paypal. Now my money is being held. I've been advised to refund already, which is v annoying. I haven't got a leg to stand on either as they were sent via normal airmail. Thanks. Amanda