Buyer blocked by Ebay - can't send them paid for item!

BlondeHeadOn

Yesterday I sold some items on Ebay, including an item to a buyer who has paid via Paypal, so far so good. But when I tried to print off their details today to post the item, I get the following message:

"The following critical errors have occurred:
Checkout Blocked
We are sorry. Checkout is not available at this time since the registered status of the buyer has been blocked. The suspended user should resolve any outstanding complaints on file."

I can't get into the details to check their address so I can send their item - which they have paid for, using Paypal - I've checked my Paypal account, and their payment is definitely showing.

What do I do? I feel bad not sending their item when they have paid, but I don't know how to find their address.

Any suggestions?

soolin

Do you not get the standard paypal notification emails? If so they show the buyers complete address details.
Also, I wouldn't have thought that paypal could block the details in your account as you are not the suspended user, so they should be available directly from your paypal account. If not phone paypal and ask them what right have they to block info from your account when you are not the one suspended?

However, having said all that I would urge caution. If this buyer happened to be a scammer then he might try the 'fraudulent use of credit card' trick and chargeback in the future.

Soo

frivolous_fay

I would refund. If they sort their situation out they can get in touch with you later.

If they've been suspended for naughty behaviour, the last thing I'd do is send out an item that might have been paid for fraudulently.

Call me suspicious...

BlondeHeadOn

Thanks for the super-quick replies. I've just checked my Paypal account and the address details are there - thanks, I didn't realise that! - but then further down there is another entry saying:

"Note:
hi
please can you send my item to
xxxxx
cheers "

where xxxxx is a totally different address to their first address. I think you're right, this does look very suspicious don't you think?

If I want to do a refund, how do I do this?

In case you haven't already realised, I am a very new Ebay seller.....

soolin

OK, I would definitely refund this, it is looking dodgier by the minute. I suspect a hijacked account.

Go back into your paypal account and into the transaction. Scroll down and towards the bottom of the page it should mention 'refund' click there and follow the instructions and refund the lot. make sure though that you do it that way exactly and don't just send a new payment.

Soo