Hello fellow paypallers First off I want to thank any replies ahead of time, here goes.... 3 weeks ago I sold an iphone on eBay to someone on a buy it now, they paid right away. I have a no return policy on all my items. In the listing I also gave them the choice of 1 out of two cases I had. He responded right away after making payment of which one he wanted. We were in constant contact for the next day and a half because he kept asking when it was going to be shipped out. I finally got it shipped out around 36 hours after receiving payment (within my 48 hours that I always guarantee). Everything was great. A couple hours after having dropped off the package he requests a refund claiming that he made a mistake and thought it was a different phone. First off I found that very hard to believe considering he read into the description enough to see that he needed to message me after making payment telling me which case he wanted. I then started to research what I was required to do in this situation. NOWHERE did I find in either paypals or ebays seller policy that I had to issue a refund at all...especially after the package was already shipped out. We messaged and forth a couple times and in between those he changed his excuse to that he was going to be out of town when it would be delivered. Next day (1 day after shipping) he opened an unreceived item claim with PayPal. There's the first violation...under their agreement it states that you can't even open a claim until at least one week has passed. Anyway I called right away, provided tracking and they released the funds back to me since obviously there was no way he should've even received the package yet to begin with. They kept the case open. I asked the PayPal rep what would happen if he refused the package because that's what he was threatening to do. The rep told me to call back as soon as I saw it was delivered and they would then close the case in my favor because the tracking would still deem it as delivered even if he refused the package. I then asked what would happen when I receive the package back...wouldn't I have to issue a refund? He specifically told me no all you are required to do is make sure the item is delivered and that it arrives as described, as long as that happens no money will be taken out of my account even if I end up back in possession of the item due to the fact of him refusing it, because it will still be shown as delivered. I did exactly that, called an hour after package was marked as delivered, had the case closed in my favor. Asked the SAME EXACT question and received the SAME EXACT answer. A week and a half goes by, I get a call from the UPS store, sir we have a package here for you that was refused by the receiver can you come pick it up please? I proceeded to call PayPal, before I went and picked this thing up I wanted to verify for sure that I was in the clear. Guess what apparently the day after I closed the first case he opened another for the same exact reason, the PayPal rep was stunned and said I don't know how this is even possible because we don't allow a case to be opened twice for the same exact thing. She closed it out after checking the tracking again to verify that it was delivered and that his second undelivered item claim that he opened was untrue due to it was in fact delivered. I AGAIN proceeded to ask her the SAME EXACT question and she as well (the 3rd PayPal rep in a row!) gave me the SAME EXACT answer. Just to be totally 100% sure I then called eBay and asked them if I was either required to issue a refund or try to send the item back out again. I was very specific to make clear that I was in possession of both item and payment. He gave a very clear NO you have fulfilled all your responsibilities as a good seller and even assured me that if a negative feedback was issued by buyer that I could call and have it removed. Well as you can imagine, here we are 9:00 pm EST 2 days after I picked the phone back up, 3 weeks after selling the item, I get an email from PayPal stating they have issued the buyer a full refund. As you can imagine it took all I had not to wing my phone up against the wall at Mach 1 after reading that email. I just got off the phone with PayPal...there is nothing they can do, now they have totally flipped their story and are telling me that if I'm I'm possession of both item and payment that they HAVE to issue a refund and there's nothing I can do. Am I really left here after being told the same thing 4 times by 4 different people to eat the devalue of this phone that has occurred over the past 3 weeks? Phone prices on eBay have dropped around $100 over that time now due to the release of the new iphone release date this September. Basically what they're telling you is that your no refund policy means diddly squat and all the buyer has to do is refuse the package and they get a full refund willy nilly for whatever reason they want. Not to mention that these reps can all tell you one thing then totally change it up the next week and take over $600 from you. The customer service here is blowing my mind, I've never been treated this way by any compny before ever. I was placed on hold by two different reps when I asked for a supervisor only to call back the 3rd time to find out that no supervisors are actually available and that I was on hold for 30 minutes each time for the fun of it...yes the 3rd rep actually said hmmm I'm not sure why they placed you on hold because all our supers are gone for today they left hours ago. So I'm sorry for the long story but I would really like to hear your guys feedback on this one.
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