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I answer to your questions as per below :   when did the buyer place the order? > After payment 09.04.19 shipment went on 10.04.19 to South African Post Office to destination SPAIN. did you state how long it would take to arrive,,like estimate? > Yes, on the Discogs website, T&C state delivery can take 6-8 weeks, so customers can decide, if they want items quicker or can wait. when did he file INR?  > 10.05.19 (after 4 weeks, despite the information, that shipment can take 6-8 weeks) Did the item arrived after Paypal ruled in his favor? > Yes, I received tracking Result and "delivered" 25.06.19 ... View more

Unfortunately a timeframe of 15 working days from South Africa or to South Africa is not the norm. It takes sometimes already 10 working days to have the shipment from JNB North to JNB East (Airport). The section 4.1 buyer protection clause makes perfect business sense, that a buyer cannot claim, if the shipment is in transit. I ship to the customers only via registered airmail, to ensure the shipment can be tracked on website. This is where customers and PayPal Resolution Team can verify the status "on route" until it is delivered to buyer.   Just of the record it took one shipment from Europe to South Africa more than half a year, but it finally arrived. Registered shipments do not get lost and just a question of time. There are various factors which cause delay in the supply chain beyond seller's or buyer's control. ... View more

Where is the ruling stated in the PayPal rules ?   I can understand, that this works for first world countries, but if it comes to African shipment and service levels, you face another reality.   My experience is 6-8 weeks from South Africa to First world Countries. You have various factors, which influence the postal delivery, e.g. shipment with South Africa, Flights, strike, postal service at destination and customs with respective procedures before the buyer receives the item.   This is stated as well at website Discogs under Seller Terms, to let potential buyers and buyers know, that shipment can take its time to arrive at destination. So they can decide before placing an order, if they are prepared to wait arrival or taken another seller.   Fortunately not all buyers are taking their chances to claim immediately whilst shipment is "in transit" and are reasonable as they are interested in the items, not the claim. It looks to me some buyers are using the rulings for their own benefit and should be monitored by PayPal.   I tracked that some shipments already take 2 weeks to get from JNB North to JNB East (airport). So no comparison to First world Countries.   The only option to send out of South Africa is registered mail and so far all shipments arrived at their destination.   If I follow your calculations, then I can close my shop as the majority of delivery times will not meet this criteria.   Basically a mismatch between a first world service PayPal and a third world Postal Service. This is not limited to South Africa or Africa in general, the same will be found in South America and Far East Countries.   As the period for any claim is at 180 days, PayPal should wait with decision on claim until the shipment arrives, especiall to/from Third World Countries, where postal service levels are below par in comparison to first world. I believe 4-5 months are reasonable for delivery and still within the PayPal defined deadlines. I had the experience, that shipment to South Africa took 6 months from shipment to arrival, but it arrived.   #.# Deadlines Within 180 days after the payment has been initiated on the PayPal Website the Buyer initiates a resolution process for the Dispute and tries to solve this Dispute with the help of tools and resources provided by PayPal. This can be done in the PayPal Resolution Center after logging into the PayPal Account.   ... View more

Thanks for your input, but in theory there is a control at PayPal to ensure, that a buyer cannot claim for an item not received, when it is in transit / delivery.   Item Not Received If the Seller can provide within the required time frame a valid proof of shipment (as specified in more detail in the PayPal Seller Protection Policy) or a respective equivalent proving shipment and/or receipt as agreed between PayPal and the Seller, PayPal will refuse to grant PayPal Buyer Protection.   That makes perfect business sense to me, but it looks like, that Resolution Centre doesn't apply their own ruling.   Ruling is more as you state, I provided evidence, that shipment still in transit and Resolution Centre ignored the evidence. ... View more