posted on October 22, 2009 01:08:37 PM new
I haven't had anyone file a PayPal claim for a long, long time, so something may have changed.
Lady says she got the wrong necklace and demands her money back. I denied her claim and told her she would have to return the necklace. At that point she can either have her money back or have me ship the correct one, but there's no way she gets to keep both money and necklace.
Except that in the PayPal process, there doesn't seem to be any way to do this. The choices are: she gets a full refund instantly, she gets a partial refund instantly or she doesn't get a refund at all.
I'm hearing so many complaints about PayPal being hard to use that I shouldn't be surprised they've screwed up the resolution process. For example, apparently PayPal is no longer notifying sellers when eChecks clear. You can kiss your shipping time DSR goodbye on that one if it happens to you.
Sometimes I think eBay/PayPal want all sellers to fail so they can replace them with androids.
posted on October 22, 2009 01:21:22 PM new
I think you wil use Paypal message area to communicate with her asking her to return the item,before you or her escalate to get Paypal involved.
*
There is no 'Global savings glut',only wild horses and loose bankers.
posted on October 23, 2009 05:41:27 AM new
eBay Dispute Resolution For Buyer Claims: Seller Update
What is the new eBay Resolution process?
We are introducing a new dispute resolution process for when buyers claim their item was not received or the item they received was not as described in the listing. This new on-eBay Resolution process will be the primary avenue for settling eBay transactions and is designed to:
* Help buyers and sellers resolve disputes in fewer steps, and provide buyers with a more familiar ecommerce resolution experience.
* Offer an option to call eBay in the event buyers and sellers can't reach resolution themselves. We'll be taking a more active role in ensuring transaction problems are resolved and, in certain cases when we determine the seller was not at fault, we may refund the buyer at our own expense.
* Keep most of the same definitions and policies that PayPal uses to resolve item not received and item not as described disputes
Under the new system, you can contest buyer claims in the same way as the current PayPal process—for example, by providing delivery confirmation in the event of an item not received claim.
We started introducing this new resolution system in April 2009 and expect to ramp it to all buyers and sellers by the holiday 2009 selling season. Once complete, the new on-eBay Resolution process, backed by eBay Customer Support, will serve as the primary resource for buyers who are unable to resolve disputes with sellers.
How does the new eBay Resolution process work?
If a buyer has been unsuccessful in resolving a problem directly with you, the buyer can contact eBay via a toll-free number or a web-form. An experienced Customer Support agent reviews the case, runs a fraud check, and confirms that the buyer has already tried to work with you. If the buyer is in good standing, the agent reviews additional transaction information such as item description, members' account details, seller location, payment, and shipping method.
In some cases, we'll tell the buyer to wait a little longer—if, for example, they haven't allowed enough time for an item to arrive—or that their claim doesn't qualify. If the buyer's claim warrants further investigation, eBay will contact you.
For item not received claims, you'll have seven days to arrange one of the following:
* Appeal the claim by providing proof of delivery. For items valued over $250, we also require signature confirmation.
* Come to an agreement with the buyer to send the item or a replacement item
* Or, refund the buyer
For item not as described claims, you'll have seven days to arrange one of the following:
* Contest the claim by providing proof to eBay that the item was described properly (for example, the buyer is claiming that the item is used rather than new, and the listing clearly describes the item as used)
* Send a replacement item, if this is what the buyer would prefer. Buyers are required to return the original item first.
* Or, refund the buyer. Buyers are required to return the original item first, except that buyers who make a counterfeit claim and obtain a manufacturer's or law enforcement certification that the item is in fact not authentic will not be required to return the item to the seller.
At the end of the seven-day period, eBay will check with the buyer to see if they are satisfied. If the buyer is satisfied, the case is closed. If we don't hear back from the buyer, we won't refund them or hold you accountable for the transaction. If the buyer is still working with you, we'll check back again in another week.
If the buyer is not satisfied, eBay will review the case. If we resolve the claim in favor of the buyer, we will refund the cost of the item and shipping to the buyer. If the original transaction was paid via PayPal, the refund will come from your PayPal account in a way similar to how PayPal currently reverses transactions. If the original transaction was paid through another method (credit card, for example), the refund will come from your payment method on file with eBay. (In item not as described cases, the buyer must send the item back to you in order to qualify for a refund.)
We understand that there will be times where both buyer and seller may be right. In those cases eBay may absorb the cost to reimburse the buyer without any impact on you.
posted on October 23, 2009 06:09:14 AM new
Paypal is still notifying us when payment clears,but the wording is such that you cant tell if it is a e check,it just say something like fund is available and you may ship now.
*
There is no 'Global savings glut',only wild horses and loose bankers.
posted on October 23, 2009 06:10:51 AM new
Paypal is still notifying us when payment clears,but the wording is such that you cant tell if it is a e check,it just say something like fund is available and you may ship now.
*
There is no 'Global savings glut',only wild horses and loose bankers.
posted on October 23, 2009 12:31:44 PM new
The last echeck I got, a month or so ago, I received no notice of and it sat for two or three days before I noticed the payment in my account. There may have been some obscure email, but I think I would have read it if it came from paypal.
Maybe they were in the middle of tinkering. Just like I'm not getting withdrawl confirmation emails right now.
posted on October 23, 2009 02:47:59 PM new
I just had a echeck clear in the last few days. I got no notice and I can't even tell when it cleared. Lucky for me - it was international so he can't ding my DSR's.
[ edited by ladyjewels2000 on Oct 23, 2009 04:41 PM ]
posted on October 23, 2009 03:40:25 PM new
My last 9 e-checks I have had no notification when they clear. When I get the confirmation of a pending check, I write down the date it's supposed to clear, and then check that day.
posted on October 23, 2009 06:22:30 PM new
This needs to be escalated to a claim. You can then offer a refund IF she returns the merchandise. Then, your customer will have to provide a trackable method of shipping to return the item. If they don't do it within a certain amount of time, then the refund is reversed. I had a customer who did not use a trackable method. I still gave him a refund, but I could have gotten away with keeping the merchandise and his money.
As far as echeck, yes, that is REALLY annoying not to get notification that it has cleared. I had a few piling up before I noticed, and shipped a few items late. I don't get why those notices went away.
posted on October 23, 2009 06:55:25 PM new
PayPal is harder to use now for Buyers as well as sellers. I purchased a card that somehow was marked paid in Ebay's Sales Manager. The seller was very patient then contacted me for payment. I asked to please reinvoice me, I can't pay from eBay, they did, still didn't show up on eBay, tried to pay directly in Paypal, kept getting error - no unpaid eBay purchases. I finally just sent money to the email address they used to contact me. Added extra to make up for the hassle. This isn't right!
posted on October 23, 2009 09:57:22 PM new
I discovered last June that the echecks weren't showing up in the report of completed payments I pull from PayPal - had about a month's worth that I hadn't shipped (I grovelled and refunded the s/h fee and didn't suffer for it PTL).
Fluff - Did you really ship the wrong item?(been there done that too many times to recount). If it's your fault, I think the buyer is entitled to some consideration. Of course she can't keep the item AND the money but you might send her a SASE to make it as easy as possible to return the item. I probably would refund before receiving the item back and ask her to do a mutual to get my fees back. If YOU made the mistake then I wouldn't be suspicious of the buyer and would assume she would do the right thing.
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posted on October 24, 2009 06:47:25 AM new
If neither party escalate this dispute to get PAYPAL involved after x number of days,the case is closed and cannot be re-open.
I doubt too many Ebay bidders are aware of Ebay policy posted by Tonimar1,we are still going by what we know-Paypal.
SO many rules,so many changes,so much BS!
*
There is no 'Global savings glut',only wild horses and loose bankers.
posted on October 24, 2009 01:05:11 PM new
If you know you sent the wrong item (mistakes do happen), I would ask that she return the item, giving specific method of doing so. If it was your error, I would refund her shipping costs for returning it to you since it wasn't her fault.
If she balks, she can go through Paypal's dispute resolution. Basically, it will require that she ship it back to you at her cost. Then when it is received Paypal will refund her payment (including the original shipping).
The biggest problem is that you are put in a situation possible bait and switching by dishonest bidders who claim it wasn't what was shown. If you get the sense that this may be the case, I would let her file the claim through Paypal. This way, if it is a bait and switch, you can notify Paypal who will refund your costs... and then monitor her account for future problems (in theory).
Stick to your policies and if you don't have specifics regarding this issue in your return policy, I would highly recommend adding it in. That way she knows she agreed to the terms when she bid.
posted on October 24, 2009 01:18:43 PM new
I can tell you firsthand that if someone switches the item they sent you, paypal will offer no protection. This happened to me, I sold an iphone for someone, and the person who got it complained and wanted to return it. They filed a paypal dispute, and got a refund if they returned the item. When I got the phone back, I couldn't find my mark on it, so I assumed they switched it. I filed an appeal. What they required of me would have been impossible for almost anyone to complete and win the appeal - They wanted an expert third party opinion as to whether the item was the same. How would they know that? Even if I had the serial number, there is no way to prove that is what I shipped. Fortunately for me, the mark must have rubbed off, the phone was the one I sent...but it is a lesson learned, ultimately the seller will lose that case.
posted on October 27, 2009 10:23:00 PM new
I just experienced what I believe is a bait and switch. Does anyone know what to do in this situation?
I sold a full, factory sealed bottle of French perfume.The factory wraps a gold cord around the seal to ensure it's new and I have photos showing it to be sealed. I insured the package and the buyer says it arrived 1/2 full and leaking.
I suspect she is keeping my new one and will send me back her used bottle.
Paypal has ruled in her favor and told her to return the not as described item.
She has ZERO points, I'm a powerseller with NO negs in the last 12 months.
Is there any justice??? any suggestions??
