Please help me :(

[Kika1234]

Hello,

I have been selling on eBay since 2013, sold 100-200 items every month but this is the first time when I experienced this.

Buyer from Belarus bought a cheap eBay item from me on 9th December 2015, no contact, now 140 days later opens an INR dispute in PayPal. The dispute was escalated to a claim by the buyer 1 minute after it was opened.

I had no chance to comment to the case, investigate it or do anything. I tried to e-mail the buyer, he is not responding.

The case is escalated, I can not do anything, if it's closed in buyer's favor, I receive a "Case closed without seller's resolution" defect, which will bring my defectless Top Rated seller account Below Standard. 

I had no more than 1-2 PayPal cases opened per year and never had anything escalated, I have no idea how this works. 

Could you please anyone advise me how to win this case? If you have any experience.

In the case it says, that I can refund the buyer, provide proof that I refunded the buyer or have to provide compelling evidence - tracking number showing delivery to buyer's postcode.

In my country tracking numbers do not show buyer's postcode, they show every status of the shipment but no locations.

I have tracking number, which shows, that the item was shipped on 9th December and delivered on 17th December. But no postcode:(

I called to PayPal but they were not very helpful, they only added the option to upload files to the case.

[kernowlass]

@Kika1234

Sorry but i am a bit confused. If a buyer has not received an item that you posted then surely you would just refund them?

[Kika1234]

As I said, tracking shows, that the item was delivered. Buyer never contacted me. Buyer just opened and immediately escalated a case in PayPal after 140 days since purchase. I had no chance to communicate with him. I have no problem to refund the buyer, if the item was not received. But the case is escalated, so if I refund, I receive a defect in eBay.

I need some advice about how to win a case in PayPal, if I have a tracking showing delivery.

[kernowlass]

@Kika1234

If a buyer files a dispute for non receipt of item then paypal will check any tracking number that you have provided.

If tracking shows that the item was delivered then you should automatically win.

[Kika1234]

So, the dispute was closed with" We have refunded the buyer at no cost to you". Do they always close them like this?

[kernowlass]

@Kika1234

Sometimes they refund the buyer as a ''goodwill gesture'' at no expense to you for whatever reason best known to themselves  !!