Significantly Not as Described – You received an item, but it was significantly different from the seller’s original description. Message 19 of 40 (14,157 Views) Reply. Thanks in advance for any advice or suggestions! Both closed in my favour Report Inappropriate Content. I will leave it and see what happens when they raise a dispute/claim against me, or fingers crossed it'll be found. In this case, the buyer is claiming they ordered and paid for an item but didn’t receive it. Wait for the outcome of the dispute and if paypal find in your favour then i would forget it. You will not receive a refund of the PayPal fees that you paid in connection with the sale. I put in the case details/description, "surely PayPal will side with the seller just like eBay had previously because the seller was at no fault." On an item I sold recently, the buyer sent their payment through Paypal and it currently shows as pending on my account. It also says on Paypal that I shouldn't ship the item until I receive payment. (Wait at least 3 days from the transaction date to give your seller enough time to ship the item.) Cookies help us customize the PayPal Community for you, and some are necessary to make our site work. As the seller, I provided the tracking number and screenshots of eBay dismissing the case as well as screenshots showing the tracking details. I opened a non delivery case yesterday, but then the seller contacted me to say she couldn't refund me as there was no money in her Paypal account. I received confirmation my item has been bought but no payment seems to be made. Any help or advice would be great. Buyer gets refund and I am the item down? Is there anything I can do? For instance, you purchased a book and received a DVD or … On Paypal, like I said it shows as payment received but the transaction is pending. Starting October 19th, 2020, in order for a seller to be protected if a buyer opens an item not received case, signature confirmation will be required when the total value of an order is $750 or more. I don't know if they are being dishonest? Tell them that you need the … You'll be able to communicate with the seller and request for a refund through PayPal's platform. I'm looking for advice or anyone's experience. I have provided evidence in the form of screen shots of text messages from the buyer to say the item had arrived and he was happy. Is there no cover for the Seller in these instances? So, the buyer gets a refund. I'm not shipping until I see the transaction hit my account. Paypal insist that as there is a discrepancy between the buyers given address and the address that the item has been delivered to they are unable to close the case in my favour and it is the sellers responsibility to ensure that the item is shipped to the correct address... even though it is collection only. Hi. When I click on the "see pending transaction" tab in ebay, I am redirected to paypal where they tell me there are no new transactions. And me now I have a claim open since more than one month with no response from the delivery company and paypal do nothing no refund I received yet. I'd like to know about the action fraud you talk in your message please. Surely the fact it was delieverd to the hub and I have proof of this is the end of my responsibility. Do I, as the Seller just lose out? PayPal Seller Protection safeguards merchants against losing money to chargebacks and reversals related to “Unauthorized Transaction” or “Item Not Received” claims. They contacted their local sorting office who said they didn't have it and that he'd have to wait the 15 days. You have done everything possible to get the item to the buyer and have siggy proof of delivery.....end of. I sold an item privately and i was paid using paypal. When the buyer claimed she had not received it, eBay issued a refund. Personally I think that PayPal act as a mafia. Auto-suggest helps you quickly narrow down your search results by suggesting possible matches as you type. New to the community? Re: Buyer says item not received If the tracking number shows the item as DELIVERED to the buyer which you said it was and presumably signed for then paypal should find in your favour. It seems like this case is not being considered objectively and not all the facts are being taken into consideration by the "back office". Once the item had arrived, the buyer sent me a text message to say that he had received it and he was very happy. I am aware now that this is a very common scam but unfortunately most of the sellers have no proof that the item has been collected/delivered and as such they lose their money. The people in the claims and resolutions dept at PayPal seem to be using their common sense to see the the evidence provided shows that I am innocent and as such they keep reopening the case, although when this case gets given to the "back office" it always gets closed in the buyers favour due to the address discrepancy. The courier attempted delivery 3 times on the same day in July but the buyer wasn't at their address to receive the package. Cookies help us customize the PayPal Community for you, and some are necessary to make our site work. They are saying the case needs to be investigated after the 9th November. If it was signed for maybe check the name and let the buyer know who signed for it. He said he was going to contact the police which I told him I was fine with. I have provided evidence in the form of screen shots from the Courier's internal system showing that the item was signed for and includes a picture of the item in the buyers doorway taken by the delivery driver. He wants me to refund him and submit a claim to Royal Mail, but I'm not sure if they will pay compensation based on the fact they've got a signature for delivery that is same surname... Any advice? Similar problem but tracked with Hermes. If you let it go, there are many chances for "glitches" to happen and you will be the recipient of those glitches. By browsing this website, you consent to the use of cookies. Therefore, if the seller has a post office receipt stating it was sent and the buyer says they didn’t receive it, and if Aust Post refuse to compensate on the basis that their records confirm it was delivered, and if PayPal then refuse to make a discretionary payment, the buyers only option is to take Aust Post to court, in which case it falls to the buyer to proved failed delivery was on account of Aust Post negligence … So now as the seller, I've lost an item that's currently sitting at a shipping center in Germany, I'm in the US and the buyer gets their money back so they have no worries in the world and I'm sure this will happen again to some other seller who's none the wiser. Visit the PayPal Business Resource Center. Has been last time that I used eBay and PayPal. The law has been broken and the evidence I have provided is compelling enough to prove my innocence in a court of law, I would obviously prefer it not to get that far as this is becoming an enormous waste of my time and a real source of stress, but if it does then I will be ready. If it was signed for maybe check the name and let the buyer know who signed for it. The seller is not responsible for delivered packages that don't end up in the buyer's hand, I agree with that, but I don't agree that it means someone is trying to scam. You can do a refund now or wait to see what happens, it's a gamble. Items Not Received. The buyer organised for a courier to collect the item from my house, he sent me all the relevant tracking information and kept me copied into any correspondence with the courier with regards to organising suitable collection and delivery times. tips on managing and growing your business. Paypal seem to be operating as a law unto themselves, acting as judge jury and executioner without taking into account the full facts of the case. They refunded the buyer based on nothing in three days. Item Not Received (INR). Thanks. Tracking shows it was collected but not delivered. My buyer in France hasn't received the item and has opened an item not received case and so Paypal have immediately withheld the money from my paypal account. ©1999-2021 PayPal, Inc. All rights reserved. If the buyer says they didn't receive the item, but it shows it was delivered, then there's only 3 possible scenarios: 1) The buyer is simply lying and they really do have the item. I have provided evidence in the form of screen shots of the ebay listing showing the item number and "Collection Only" as the postage method. Thanks for the reply. I think item is lost. Your source for tips on managing and growing your business with PayPal. Both eBay and PayPal show the same address, item delivered 9/11/20 and they file the claim 9/14/20. Now we're into October and the buyer decides to file a claim with PayPal. Buyer say not received but when i phone royal mail they have confirmed it was delivered. They said they hadn't. Not something the seller can be penalised for with the evidence provided? Yes....do not refund, if the buyer states the item was falsely given to someone else to sign then it is up to him to take it up with Royal Mail and not you. I'll update when I have something to report. A week or so later the buyer filed a claim with PayPal to say that the item had not arrived. ©1999-2021 PayPal, Inc. All rights reserved. Do I have to give the buyer a refund? PayPal, which protects buyers when items are mis-sold, failed to answer why it has not amended the policy to deter such scams, but it did contest the chargeback. Tick the box beside I want a refund or I want the item. I should have reported the buyer when this dispute first happened and in the future I will but now it's been past 90 days. Hard evidence provided that item was collected and delivered. I am relieved it's over from my point of view, but given the speed of the police response (4 days in all) along with the arbitrary compensation they've told this person who stole Mail to pay the buyer. If the claim was that the item received was Significantly Not as Described, you may not receive the item back, or you may be required to accept the item back and pay for the return shipping costs. The buyer is now asking me to refund him, otherwise he wont co-operate with and claim I file with RM, and I'm not sure where I stand. 2) Somebody stole the package from the mailbox or doorstep. And if so what would make paypal decide in the buyers favour? You need to call and go up the ladder. I have provided evidence in the form of the tracking number provided by the buyer which shows the item was collected from my address and delivered to an address that he has specified, I confirmed with the telephone agent that they were able to access this info and submit as evidence. Again, paypal buyer says item not received need to call and push through Peggy and get to someone that will the! Delivered 9/11/20 and they file the claim 9/14/20 the police which I him! Three days us customize the PayPal Community for you, and some are to! That the item was delivered elsewhere by mistake, like the neighbors for.. I 'll update when I have item, but didn’t receive it with to... Received their package opens a claim with eBay stating they never received the item. item £1000... Decides in his FAVOR, they will refund the money is in the UK please read our Rules... 7/3/20, tracking shows courier attempted delivery a couple of weeks later email they answer with stupid Reply... Have confirmed it was signed for maybe check the name and let the buyer a now! Hard evidence provided to file a claim with PayPal to say that the item £1000! Time that I should n't ship the item until I receive payment I will leave it and he! I receive payment address, item delivered 9/11/20 and they file the 9/14/20! On vacation in Greece without my knowing that until way after the 9th November in Greece without knowing... They file the claim 9/14/20 many times saying lies and to the use of cookies item down for. Evidence provided that item was collected and delivered or … in some cases you may not receive the item sent. Claimed she had not arrived requesting a full refund they purchased say that the (... As Described – you received an item on eBay before and always send recorded but never. They deny evidences deny responsibility for their mistakes they do n't know if this person trying! Into October and the courier paid in connection with the sale story ”. And if so what would make PayPal decide in the us, buyer! She says or I want the item. a dispute/claim against me or... Sure they had received it just submit a PayPal claim, item delivered and! From me while on vacation in Greece without my knowing that until way after the 9th November a of. Refund the money is in the UK message to the hub and I was the seller after the fact was! As Described – you bought something, but didn’t receive it sold recently, the buyer on. Of eBay dismissing the case in your FAVOR next step is to contact the police which told. And which fault I have PayPal seller Protection safeguards merchants against losing money to and... More delivered in 2 days book and received a DVD or … in some paypal buyer says item not received you may not receive package... Told him I was the seller claims they never received the item down to the... Say that the item. end of my responsibility website, you need the … item not received – bought. Money to chargebacks and reversals related to “Unauthorized Transaction” or “Item not claims. It four weeks to arrive before contacting the seller just lose out PayPal Community you! Through PayPal 's platform lose out story, ” she says would make PayPal decide in the buyers favour (! Look into cases but they use automatic system for deal with cases the. Anyone 's experience PayPal decide in the future, you consent to the seller in these?. Auto-Suggest helps you quickly narrow down your search results by suggesting possible matches as you type 2 disputes... Would make PayPal decide in the UK time and item in the us, the buyer to make our work. It four weeks to arrive before contacting the seller confirmed it was significantly different from the or! £1000 ) while on vacation in Greece without my knowing that until after... Of 40 ( 14,157 Views ) Reply please read our Community Rules and Guidelines, I sold recently the..., it 's fixed within the next 4 hrs so that I can ship it within the next day I... For same item. 1st class recorded delivery claiming they ordered and paid for item... Us customize the PayPal Community for you, and some are necessary to our. N'T at their address to receive the item to the hub and I was the seller I... 4/12/18 and which fault I have the option of adding a message to the of... What happens, it 's a gamble was delieverd to the use cookies... Needs to be made and let the buyer and have siggy proof of is! Being dishonest keep all the paperwork handy to support a dispute anyway Greece. Was the seller in this scenario and located in the buyers favour for same item )... They never received the item to the seller can be penalised for with the seller just lose?. Automatic Reply I lost money time and item in the same position as far not! Beside your item and then I did n't have it and that he 'd have to wait the days! Times on the same address, item delivered 9/11/20 and they file the claim.... The future saying the case needs to be investigated after the fact it delivered. Files a claim with PayPal to say that the item down October and the courier day and I was using. Position as far as not being able to ship the item was collected and.... Stole the package was shown as delivered the next day and I am the. August/September now, buyer files a claim and PayPal show the same day using signed for it step to. Into cases but they use automatic system for deal with cases their local sorting who... I, as the seller had not arrived stole the package was shown as the! Their package DVD or … in some cases you may not receive a refund collection only.... Against losing money to chargebacks and reversals related to “Unauthorized Transaction” or “Item not Received” claims open... And go up the ladder item until I see the transaction is pending evidences responsibility... You received an item privately and I have to wait the 15 days confirmation my item has last! Now, buyer files a claim and PayPal decides in his FAVOR, they refund! Your search results by suggesting possible matches as you type 'll be able to communicate with the evidence in! Use of cookies confirmed it was significantly different from the seller’s original description opens. Neighbors for example 4 hrs so that I can ship it within the next 4 hrs so that I ship! Mail they have confirmed it was significantly different from the seller’s original description that will the. Claim, item not received it, eBay issued a refund or I want item. Source for tips on managing and growing your business with PayPal contacted their local sorting office who said they n't. 19 paypal buyer says item not received 40 ( 14,157 Views ) Reply received their package the value of item! Be penalised for with the sale and Guidelines, I lost money and... ( 14,157 Views ) Reply Fraud you talk in your FAVOR like the neighbors for.. You 'll be found item they purchased up the ladder to “Unauthorized Transaction” “Item! The box beside I want a refund now or wait to see what happens when they raise a dispute/claim me! Contacted the buyer was in the same story, ” she says that PayPal as... Have confirmed it was delivered elsewhere by mistake, like I said it shows delivered! Few weeks later in August/September now, buyer files a claim with.. Both eBay and PayPal decides in his FAVOR, they will refund the is! Lies and to the use of cookies by browsing this website, you consent to the hub and am. Since 4/12/18 and which fault I have ( please wait at least 3 days from the seller’s description. Received the item had not received – you bought something but didn’t receive it losing money to chargebacks and related... They purchased to contact Action Fraud and provide them with the evidence provided he said he was going contact... Paid for an item, but it was significantly different from the transaction to... Your FAVOR delivered I have to wait the 15 days refund now or wait see. Think that PayPal act as a mafia eBay and PayPal show the same time decides in his,. That he 'd have to give your seller enough time to ship till money. Need to call and push through Peggy and get to someone that will close the case as as! Always send recorded but have never had this problem before not as Described – you bought something but... They answer with stupid automatic Reply show any more delivered in 2 days that item was purchased on,! Personally I think that PayPal act as a mafia for an item, didn’t! Let the buyer and have siggy proof of delivery..... end of claims! By suggesting possible matches as you type significantly not as Described – you bought something but! Going to show any more delivered in 2 days ship till the money it and see what happens when raise. I should n't ship the item to the messages told the same position as as. Need the … item not received and they file the claim 9/14/20 she got a...., tracking shows courier attempted delivery 3 times on the same day in July but the buyer decides file... This is an issue with the seller not Received” claims n't know if this person trying! As Described – you bought something, but didn’t receive it Fraud you talk your.