Paypal help please

montymud

Hiya, I am quite upset at the mo, silly I know but still.....

I sold an item on ebay and I know it was complete and in perfect condition. However the seller has contacted paypal saying that the item is significantly not as described. I have esculated this to a claim as I know it was perfect and complete when I sent it but the buyer says that there are 'missing parts'. I only have 8 feedback - all positive, the buyer has 0 and recently joined ebay (I don't know if this makes a difference!) I am sure that I am being conned, perhaps the buyer has done something to it, broken it or something or just bought it to take a piece out maybe they have one already with a missing piece - I don't know - its just speculation.

I was just wondering if anybody here could offer me any advice or have had any dealings in the past similar to this?

Any help would be really appreciated. Thanks :beer:

cyberbob

Personally a NAD is quite hard to defend. Bad feedback with such a low feedack score could really effect you. So you need to be proactive to reduce the possibility. So I would ask him to return the item for a full refund. As if he wins a paypal claim that is what they will tell him to do. The fact that you have escalated it to a claim makes me think the buyer will not be giving good feedback.

Also to protect your feedback you need to go on selling frenzy. If you sell less than 20 items a month with such a low feedback score it could scupper your selling. See if you can start selling quite a few low value items to balance it all out

montymud

thank you for your help, I really appreciate it! I think I may contact the buyer but I am worried that it will come back broken or missing something :-(

soolin

montymud wrote: »

thank you for your help, I really appreciate it! I think I may contact the buyer but I am worried that it will come back broken or missing something :-(

It might do, but it is more likely that the buyer is hoping you will offer a goodwill gesture to avoid a neg.

Do as cyberbob says, tell him to return the item tracked and you will refund him when it arrives safely back.

Then start selling, anything anyhow , you must get feedback immediately to counter the possibility of a neg from him. If he does neg you then consider closing the account, removing your details and starting up again with a fresh account. That is perfectly within the rules as you can have and open as many accounts as you want unless you are suspended on one.

Also, don't forget to block him from bidding on any other of your auctions.

cyberbob

Also if he does leave a neg. Just respond calmly saying a full refund was offered on return of item.

Nothing puts buyers off more than a ranting response to feedback. Hope it all goes well

montymud

thank you all for your advice, I do appreciate it x

Premier_2

As the item is being claimed as SNAD, the buyer should be informed by paypal to return it to you using a delivery service that gives online proof of delivery. The buyer has to fund this themselves.
If they return it, the buyer will be refund the original purchase price in full.


If you think the item was returned in a condition that it was not as it was originally received in, then you'll have to claim here:

http://www.moneyclaim.gov.uk

But what evidence have you? Knowing in your own mind and being able to prove it on the balance of probability are not the same thing. Credence will be given to the fact the buyer returned the item to you at their own cost.
Having said that, there are some scammers favourite items (e.g. electronic goods) which may be modified before they are returned ... and the courts know this, but its still up to you to prove the item wasn't returned in its original condition

montymud

Hi all, just a quick update and another chance to say thank you to all the poeple who have been helpful. I recieved this email this morning:
We have concluded our investigation and have decided in your favour. Any
funds that may have been temporarily held have been returned to your
account.

Yours sincerely,

PayPal

I'm very please so thank you all again x

pinkshoes

Wow! Nice to know PP actually sided with a seller for once!

montymud

I am very pleased. I did exactly as everyone above said to do. Offered a full refund on return of the item but the buyer wouldn't comply and wanted a partial refund which I would not give. I then contacted paypal to let them know that I had offered a refund but the seller wouldn't post the item back to me. I asked them to fast track the case to 'item return' and emailed the buyer to let them know what I had done. The buyer never returned the item so paypal had no choice but to side with me. The buyer had been asking me for money and all sorts. It was an absaloute nightmare. I even offered to refund whatever it cost the seller to post it back and explained that paypal would make her pay these costs herself. I think when she realised I was on to her trying to scam half the money back she gave up. I think that she either broke the item when she recieved it or had used it. Glad its all sorted finally!

cyberbob

Glad it seems to have worked out. The buyer though can still leave feedback. If they do just respond in a polite factual way. Nothing puts potential buyers off more than ranting responses to feedback