posted on May 28, 2002 08:34:03 PM
Hi,
i have a buyer that emailed me few days ago that she did not receive her package yet,
I shipped it may 10th.
even though we bought have to wait 30 days
before we can file insurance claim with PO
she wants to get her money back from paypal,
how does that effect me? I never had a charge back or a lost package.
she said that she only has 30 days under paypal protection for non delivered packages (i guess "lost mail" ) and she wants to file
for her money asap.
any advice?
never had situation like this before,
I'm asking her to wait poiting out that she will get her money back through the insurance claim....
Thank you
Have a nice evening
regards
Laiki
P.S:
the email that I got was sent on may 22nd and read like this:
posted on May 28, 2002 08:55:00 PM
Did you insure the package and did you put DC on it?
If you accept PP payments (as well as probably any 3rd party payment service) you must be able to prove the item was shipped to protect yourself against unfair chargebacks.
For a person to iniate a chargeback with their cc without giving a seller a chance to solve the problem would be unfair, IMO.
I would ask this buyer to allow you to put a trace on the package. If it was insured you may have to wait 30 days to file the claim. My local PO said that by the time a trace is completed, the USPS knows that package isn't going to show up and usually goes ahead and just pays the claim instead of making you wait the full 30 days to file it. If your buyer does not want to wait 30 days to get her money back then maybe you could tell her that you will start a trace with the USPS and after she has filled out her portion of the request with the USPS (which should be mailed to her by them) you will go ahead and refund her. When you file for the insurance, just put yourself down as the person to receive the payment IF you have already refunded the buyer.
You might want to mention to her that chargebacks are serious business and should only be done in the event a person is truly "cheated". Since you intend to make good a refund after filing for the insurance claim, it would be greatly appreciated if she would not start a chargeback, but wait for you to refund her THROUGH PP.
Now, if she did not take out insurance, or you cannot prove you shipped by DC then you have a whole new ballgame and your buyer will be in control. Save all your emails to/from this buyer. You may need them as proof you attempted to work out a solution with her.
Keep in touch with her, so she doesn't get the idea your giving her the runaround.
posted on May 28, 2002 09:02:05 PM
Hi Sulyn,
it was shipped Priority mail, and insured,
for $100.00, no delivery comfirmation .
she paid with Paypal.
do you know how to do the trace ?
I would personaly prefer if she didnt do the charge back, but wait for the money from the
insurance, i dont know if that is the normal way, but since I never had this situation before so I would feel most comfortable that way.
posted on May 28, 2002 09:23:13 PM
the blue insurance receipt number is trackable within post office,you may want to ask your postal worker to see where it went.
i would avoid paypal and chargeback and send her the insurance form to sign and return to you that you will get the money,upon receipt of her signed form,refund her purchase.
this way,she gets her money and you have her signature that she never receive the item
there is a chargeback fee of 10 dollars if she does chargeback,
posted on May 28, 2002 11:18:46 PM
Go down to the PayPal area of this message board and ask your question. You will probably get an answer faster than up here.
The following is the address for that board. Good Luck
posted on May 29, 2002 10:51:57 AM
Thank you,
they buyer agreed to wait few more days
before doing anything with PayPal so
I can have a trace put on the package,
hopefuly they will be able to figure out where exactly did they ship it too and
refund her money,
I feel so terrible, my first lost package,
so I didnt even know what to do about it.
I ship boxes worth $1K and up few times a month and thank god those never got damaged or lost (yet )
but they manage to loose a pair of shoes...
posted on May 29, 2002 12:26:34 PM
LAIOCHKA I have one piece of advise I would EMPTY your paypal account if you have anything in there. Just in case things get ugly so the money won't get locked up....good luck getting it sorted out.
posted on May 29, 2002 01:10:36 PM
HI MrFoxy76!
I already did that,
problem is that my email address is added as a secondary to my husbands paypal account and he has payment coming in all the time,
so he's making tranfers like crazy
I emailed the buyer with a scan of the insurance slip, and told her that I'm asking the PO to track it and she seems ok with that for now.
hopefuly they will be able to solve this without ruining my relationship with the buyer and any dent to my feedback
(so far she didnt leave any and neither did I )
posted on May 29, 2002 01:29:01 PM
you should read the posts in the paypal section there are some HORROR stories about accounts being linked as they can grab money from them also
posted on May 29, 2002 02:34:25 PMLaiki-You might want to email this buyer again and give her a firm date as to when you will issue a refund. Perhaps upon completion of the trace. Then, just ask her to be sure and fill out her portion of the insurance claim when it's sent to her by the USPS so you can get your money back.
From your first posting, this buyer was concerned about waiting longer than 30 days to notify PayPal she had not gotten her package and seem to be under the impression that was something she had to do to be guaranteed a refund.
I really don't think I would want this buyer contacting PayPal until you have had a chance to refund her since you are using your husband's PP account. Depending on how she worded her email to PayPal could result in a flag going up and maybe having your husbands account "investigated"!
I think you also need to email [email protected] or post for help about this over in the PayPal forum. I think you should ask him if it is OK for you and your husband to share a PP account. Does he sell too? Perhaps if you both use the same ID there would be no problem or if you use different ID's maybe PP has a way to combine them? I am not sure how seller's with multiple seller accounts handle that. I'd want to make sure that I had all my i's dotted and t's crossed to avoid any future problems that could end up causing PP problems for both you and your husband.
posted on May 29, 2002 03:13:14 PM
i'm not sure how it's done but you can ad up to 3 additional email addresses to your paypal account, (i.e if you sell under many different ID's so you can separate payments, or ad different "almost account" since we both use the same bank to tranfer the payments to )
I think I'll email damon about that
wouldnt want my husbands account getting frozen.
what really makes me angry is that $10.00 charge back fee, so on top of the part that I have to pay fees to get the money in and
having a charge back filed (not yet)
I would have to pay $10.00 for them to take my money? that sucks...
posted on May 29, 2002 06:07:43 PM
If this was me and I was having that problem I would refund the money myself instead of them doing a charge back. I think that is the easiest and safest way of doing it. Then you will have the time to either find your package or get the insurance money. You won't be out anything and your buyer will be happy and leave you a positive feedback. I always try and satisfy my buyer even I have to give a little. Did your buyer say if the package was found that she still wanted the item? I had only one problem with a package that never was delivered and instead of him doing a charge back out of paypal I just sent him the amount of money that he paid.
)
