Any Advice please please

Terence123

Hi there sorry to harp on about this but it is a real disaster to me I have hardly slept!

I have just had a message to say they are escalating to a claim but it is saying on Pay Pal that because I used their service to post they have postage & a tracking number has anyone come across this before?
Is there hope? This person has a completely different name to the one registered and the name supplied for delivery & is saying

' Buyer: contacted the seller , she said they should be here sat monday at latest its tuesday now and again nothing. Im not even sure she is genuine as when i said it hadnt arrived she brushed it off and said anyway i paid the insurance???? why would you say that. is the intension pretend to send and then claim on the insurance?? all i know is i paid £80 no curtains and no money. help'

and

' she has now resorted to writting lies on my feedback. im not so sure if shes even posted the as when i said had not arrived she said nevermind i bought insurance, whats the plan not post it and then claim on the insurance'

I mentioned the extra insurance I had paid for as he started asking about the curtains the day after I sent them I thought it would give him peace of mind!

surely they are not allowed just to say things like that and get away with it.
Is it just me?

macfly

Terence - just calm down. Buyers like this are rare. Make sure you block them from future bidding.
As to your postal service - you sent parcel post with extra insurance? In future, it is usually cheaper or the same cost to send by courier. You will always get confirmation of delivery, and it will be quicker. Parcelforce can take up to three weeks to deliver. It will take some time for your claim to be sorted, but you will get the money eventually.

hermum

Hi Terence.I've only used paypal postage once, so I'm not sure how that works. You did post to the address paypal said to send to didn't you? I've just seen that you said the name was different.
The cop you have, is it the print out from Paypal, that you had stamped at Post Office when you posted?

Terence123

Yes I did everything got the stamp etc. I know I will get the money back I suppose I am just angry that people can do things like this call you a liar & a cheat and get away with it!
The other bit that galls me is my Pay pal account is frozen & I was relying on the money it is my 11 year old birthday Thursday and I wanted to get her something with the money.
I just feel really upset as I do everything I can to keep customers happy and someone like this comes along and it all goes down the drain.
I didn't know that buyers can claim after 7 days I wouldn't dream of it I have waited a couple of weeks before & not thought anything of it apart from the odd I wonder where it is - seven days doesn't seem very long considering out postal service quotes for delivery.

hermum

Terence,
"I have just had a message to say they are escalating to a claim but it is saying on Pay Pal that because I used their service to post they have postage & a tracking number has anyone come across this before?"
Paypal are saying the above are they? If so the chances are the claim will be found in your favour, if it can be proven that they have received them.
When you paid for extra insurance did you upgrade to any sort of signed for service?
Have you put any numbers from the receipt into track & trace? Or at least tell us what service you paid for, it will be on the receipt.
Luckily I think that most buyers are honest & decent, unfortunately, most of us tend to forget all the easy transactions & remember the bad ones.
Try & stay calm & don't respond to the neg feedback until you're calm & think through what you're going to say.

https://cms.paypal.com/uk/cgi-bin/marketingweb?cmd=_render-content&content_ID=ua/SellerProtection_full&locale.x=en_GB#11.%20Seller%20Protection%20Programme

It looks as though you will be covered by Paypal as you have proof of postage,11.8 on above link.
You won't have the money for Thursday, but you would have been pushing it a little even if this had gone through smoothly.

martindow

Did you tell your buyer that you can't claim from RM until after 15 working days so he would have to wait until you have claimed? If so that is likely to provoke a NPS claim. It is not reasonable for the buyer to wait 3 weeks plus the time RM take to process your claim.

As a seller I think you need to be reassuring that you will refund if necessary and ask them if they would kindly leave it a few more days to see if it arrives, trying to spin it out as long as possible. It is important to keep in friendly contact to give your buyer confidence. If you give the impression that you could be difficult if anything goes wrong it will lead to problems.

Having said this, you could have a buyer intent on causing problems who could never be kept happy.

soolin

hermum wrote: »

Ter

https://cms.paypal.com/uk/cgi-bin/marketingweb?cmd=_render-content&content_ID=ua/SellerProtection_full&locale.x=en_GB#11.%20Seller%20Protection%20Programme

It looks as though you will be covered by Paypal as you have proof of postage,11.8 on above link.
You won't have the money for Thursday, but you would have been pushing it a little even if this had gone through smoothly.

Nope not covered, read 11.7.

11.7 What are the postage requirements?

For item not received you need proof of delivery, for a claim for fraudulent use of a card proof of posting only. This is an itme not received claim so needs online tracking.
Postage requirementsProtection for Unauthorised PaymentProtection for Item Not ReceivedProof of Postage

X

Proof of Delivery

X

Postage within 7 calendar days of receipt of payment*

X

hermum

Sorry I read that totally wrong

soolin

hermum wrote: »

Sorry I read that totally wrong

In fairness I think paypal deliberately hide things away, that's why their own staff never understand the rules.