I just had the same problem. A customer placed an order (internationally). When someone places an order with my company, they must agree to the terms of sale, which clearly state that international orders can take up to 45 business days due to customs (info from the USPS) and if they take insurance on the package, we will gladly file a claim and resend the products. We do not issue refunds. After 2 weeks, they filed a claim with paypal stating they did not receive the package. They never contacted us directly. So we explained that they would have to wait 45 days (which is what our insurance company requires us to do) and then we need them to fill out the claim form and we will reprocess the order. Well PayPal doesn't care about that, and refunded the buyer's money. So now our company is out the money and cannot file the insurance claim on our own. We have proof that we took out insurance on the package, so why doesn't PayPal look at that and ask the customer to file a claim the proper way? Now this customer has placed another order with us, but has ordered completely different products- which makes us question if the original package did in fact arrive and this customer is lying. Who would place an order with a company, fail to receive the order (for whatever reason) then turn around and order something completely different? That just screams scam! If she had ordered the same stuff I would still think it is a little weird, but believable. Ordering completely different stuff? However we sent all this info to PayPal, filed 4 appeals, which were all rejected. If the customer REALLY wanted our products, she would contact us and say 'hey, my products aren't here, can you re-ship them?' She obviously got the first package and figured since she now has her money back too, she might as well order more! PayPal needs to find a way to help sellers block these scammers. We'll all be put out of business
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