I recently sold a Nokia phone to a guy who lives in a different country. Everything went smoothly but after just 6 business days he suddenly files a claim that the "item never arrived". I contacted Paypal explaining the situation, emphasizing the fact that the item had been in transit for only 6 days which is nothing in international shipping times. The item "never having arrived" is a strong accusation for something that's been in transit for less than a week. I'm not responsible for delays and problems of the postal service. What's more, I chose the cheapest shipping method possible, since the buyer haggled the price down quite a bit and wanted free shipping to boot. This is why I don't have a tracking number for the shipment - it was 10 dollars extra, but could've saved my hide which I didn't realize at the time. So, it's been a few days since and Paypal hasn't replied. What's worse, I'm getting automated emails from Paypal that are pushing me to resolve the situation. Believe me, I'd like to, but at this point I can't do anything but wait for my customer to get his phone and have the heart to call off the claim. On the resolution page there's supposed to be a form where I can submit photographic evidence to Paypal, but at least for me, the button isn't there. I'd like to show Paypal the post office receipt and screenshots of our emails. The receipt shows information about the shipping, such as the exact time it was sent, weight class etc. This matches everything discussed in the emails, the weight of the phone etc. so at least I got something to show for. But why is it taking so long for Paypal to get back to me? This issue is critical in the way that in 7 days Paypal will automatically return the money to the buyer. This might lead to a point where his money is returned to him next saturday and the product arrives the following monday. At one point I even entertained the idea that my buyer might have been planning to do this since the beginning. It's just weird how he barely contacts me at all and then out of the blue starts claiming that his product never arrived. Anyway, I'm not looking to debate the situation with you guys, I simply want to know two things: 1. Why is Paypal not answering my messages? 2. Why isn't there a "submit photographic evidence" button on the resolve claim page? I understand that Paypal is biased towards buyers, but if the guy gets away with both his phone + the money just by claiming things, I will be sore.
... View more
