Help: A buyer who says he hasn't recieved the item

masonic · 27 October 2005 at 12:16PM

bobdauilda wrote:

sounds like Paypal need to get their act together to sort this situation out. Having read the above comments I think I will use a different service for my payments. Any top favourites??

Unfortunately, if you accept any payment system that allows you to fund a payment from a credit card, you run the risk of having to deal with a chargeback of some kind. Apparently Nochex offer very good protection against fraud, but they don't say anything about other kinds of credit card chargeback.

In the end, if you really don't want any risk of being defrauded, bank transfers and cash payments are about all you can accept.

talksalot81 · 27 October 2005 at 1:56PM

As an out of interest, on a standard package (not recorded in any way), what are the chances of claiming back from Royal mail? It would seem to me that really the supposed recipient should be contacted and made to respond in writing whether or not they got the package.

I have to say I am tempted to put into auctions that, should a non receipt issue arise, I would need a signed letter from the buyer that they have not got it, at which point I would refund. But I assume that the buyer could simply say "I can't be bothered" and claimback through paypal.... and paypal being who they are, wouldnt care that the buyer refused to state in writing, that the item wasnt with them.....

Adam

masonic · 27 October 2005 at 2:48PM

talksalot81 wrote:

As an out of interest, on a standard package (not recorded in any way), what are the chances of claiming back from Royal mail? It would seem to me that really the supposed recipient should be contacted and made to respond in writing whether or not they got the package.

If you get a free certificate of posting when you send the item, you should have no trouble claiming up to £30 back from royal mail. You can't include P&P costs in the claim, though.

I think the trouble with asking people to make a declaration about not receiving something is that anyone who is prepared to lie to you in an e-mail, would probably not be put off by posting you a letter saying the same (they might even claim that was lost in the post as well

), but as you say, there is no need for anyone to convince you they are genuine if they paid using paypal.

golddustmedia · 27 October 2005 at 4:10PM

Whenever I sell on ebay I list more than one postage method. I show differing prices for recorded delivery and normal non recorded delivery. I then state clearly that I accept no liability for lost items sent by non recorded postal methods. It's then up to the buyer to opt to pay the extra 66p for recorded.

I've had people try to claim non delivery before but I stand by my rule that they didn't ask for proof of postage so it's their responsibility once I post it.

On the subject of paypal, I've been done over as the buyer. They have a cut off point of £15, below which paypal dont seem to care. I bought a dvd for £14 which never arrived. The seller did a dissappearing act and is no longer listed on ebay. I lodged a complaint with paypal which found in my favour but since the seller did not respond at all they couldn't refund me as no funds were recovered.

Seems a little daft that you cannot open an ebay complaint for 10 days but it takes only 5 days to get money out of paypal account. Hence by the time I was able to complain (I knew there was trouble very early on) he already had my and other peoples money. I just say, "ok you were careless but at least it wasnt more money."

masonic · 27 October 2005 at 4:20PM

golddustmedia wrote:

Whenever I sell on ebay I list more than one postage method. I show differing prices for recorded delivery and normal non recorded delivery. I then state clearly that I accept no liability for lost items sent by non recorded postal methods. It's then up to the buyer to opt to pay the extra 66p for recorded.

I've had people try to claim non delivery before but I stand by my rule that they didn't ask for proof of postage so it's their responsibility once I post it.

If the buyer pays using paypal then it doesn't matter what you say. You need to prove delivery to the address supplied to paypal or you will lose a claim started by the buyer for non-delivery, end of story.

golddustmedia wrote:

On the subject of paypal, I've been done over as the buyer. They have a cut off point of £15, below which paypal dont seem to care. I bought a dvd for £14 which never arrived. The seller did a dissappearing act and is no longer listed on ebay. I lodged a complaint with paypal which found in my favour but since the seller did not respond at all they couldn't refund me as no funds were recovered.

I think you are confusing the ebay and paypal systems. There is a £15 fee for claims through ebay, hence the cut off point. Paypal claims can be made for any value.

golddustmedia wrote:

Seems a little daft that you cannot open an ebay complaint for 10 days but it takes only 5 days to get money out of paypal account. Hence by the time I was able to complain (I knew there was trouble very early on) he already had my and other peoples money. I just say, "ok you were careless but at least it wasnt more money."

You can start a claim through paypal as soon as 7 days after the auction ends. Of course, there is never a guarantee you will see your money again with a paypal chargeback, but if you fund the payment by credit card, you can go on to get a refund through your credit card company if you can satisfy them that you didn't receive the goods/the goods were not as described.

Hintza · 27 October 2005 at 5:21PM

Although I use Airsure all the time here is what the paypal site says about Int signed for:-

Protection Policies - Seller Protection Policy - Tracking Deliveries

Is Royal Mail - International Signed For® an acceptable method of online tracking?

Yes. PayPal accepts Royal Mail Group services which provide online tracking (Track & Trace).

Sellers must retain the International Signed For® 'proof of posting' information provided by Royal Mail to be protected against a claim under PayPal's Seller Protection Policy. The seller will meet this part of the criteria as long as the online tracking number is valid and the address on the receipt matches the buyer's address in the relevant PayPal Transaction Details page.

Dandydeels I think you need to get onto PayPal and check exactly what you have to do. The above clearly states that this is an acceptable way to post. Was there any info that you could not supply?

Help: A buyer who says he hasn't recieved the item

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