Help Buyer filed fraudulent Paypal claim

jamieh_3

Hi

Im hoping someone can advise me -

I sold a Brand New hat over 2 weeks ago. The buyer paid immediately with paypal and i sent the item out. Because ive had claims in the past from ladies saying feathers were broken on hats they had received etc i carefully checked the hat and found no faults etc and packaged it carefully. % days after sending it the buyer sent me a one line email saying hat damaged, not happy and sending back for a refund. She had already left neg feedback.

I sent a polite email back saying that i had personally checked the hat and therefore felt that a refund was inappropriate but she was insured if the box etc was damaged via Royal Mail? She replied saying it wasnt crushed by Royal Mail, i had sold her a faulty hat on purpose (????) and i was obviously trying to scam her and she demanded a refund.

I saw red of course. I am normally a good ebayer - i have 1500 positive feedback and it wasnt the fact she had al;ready neg'd me, it was the fact that i know this hat was definately perfect when sent. So i didnt reply rather than be rude!

I received another email yesterday again demanding a refund and saying i was a scam artist (i sell hats and handbags - not exactly high level fraud is it?) and was quite abusive. So this time i replied - i advised her that as she had received the exact hat shown in the ebay picture and exactly as described and it was checked before issuing i could see no reason for a refund. I told her i was blocking all future emails because she was stressing me etc.

Today ive received an email from paypal saying she has made a complaint and they want a reply so i have advised all the above.

What can i do? she says shes going to return for a refund. Paypal now say they are investigating the claim. Do paypal always settle on the buyers side - how can i prove shes lying? Please help

stavros_2

Can I just ask if you sent the item by recorded or special delivery? In which case, pass the tracking number onto paypal to ensure she can't do a chargeback. You may also want to take all money out of there as well

Joannekerry

I take it this was sold through EBay? If so have you taken it up with them and checked the feed back on the buyer? With so much good feed back it sounds like you are a good seller but what feed back has this customer got?

soolin

Joannekerry wrote:

I take it this was sold through EBay? If so have you taken it up with them and checked the feed back on the buyer? With so much good feed back it sounds like you are a good seller but what feed back has this customer got?

Ebay rarely get involved in disputes where a buyer claims an item is 'not as described', the feedback on either side is immaterial. Paypal however take a very simplistic view, as long as you can prove delivery online (assuming you used recorded or special delivery), then the claim is unlikely to be upheld as paypal are really only concerned with items not received.

If you did not protect yourself with a tracking number then all I can suggest you do is to answer the paypal investigation as best you can and argue your case. I assume your paypal account has already been blocked but in case it hasn't pull any funds immediately.

One last thing, paypal are strict with their time frames, make sure you get your response in within the 10 days (or whatever) otherwise you automatically lose the dispute.

Good luck

Soo

jamieh_3

hi thanks everyone. Just to reply to all -

I did sell the item via ebay and i did get a tracking number. Her feedback is about 18 - positive and 1 neg. I withdrawn allfunds from paypal as suggested. Just had two more emails from her - one saying she's a dentist! how dare i (lol!!!) and the other was a paypal money request for the sum she paid me - i think she thought i'd actually pay it.

Meantime ive had a confirmation email frompaypal but i didnt put the tracking number on the complaint details - ive tried to go back and correct this but cant seem to do it? does anyone know how to update this?

Thanks everyone

Cathxxx

Lillibet_2

In my experience both ebay & paypal NEVER come down on the side of the buyer. I wouldn't worry too much.
Remember you can put notes against the negative feedback she has left you, although it might be better to await the outcome of the dispute so that you can say "dispute resolved by Paypal in favour of Seller" or something.
In future maybe you could take a digital photo of the undamaged & inspected items in the unsealed box with their address lable next too it & email this to the buyer as part of a mailing confirmation or something? nothign too formal or heavy but might help back you up if this re-occurs?

Good luck

bleugh

https://www.paypalwarning.com
https://www.paypalsucks.com
http://consumeraffairs.com/online/paypal_02.html
http://attrition.org/~squido/paypal/

to name but a few sites

unfortunatley you have little chance of getting your cash back
especially as royal mail is no longer classed as 'online trackable' since no address is provided for a given typed in tracking number

soolin

bleugh wrote:

https://www.paypalwarning.com
https://www.paypalsucks.com
http://consumeraffairs.com/online/paypal_02.html
http://attrition.org/~squido/paypal/

to name but a few sites

unfortunatley you have little chance of getting your cash back
especially as royal mail is no longer classed as 'online trackable' since no address is provided for a given typed in tracking number

bleugh, I htink you may be responding to the wrong thread? In this instance the seller is trying to prevent a chargeback.

As for recorded, it is still a trackable method for paypal purposes. You shouldn't believe all the stories you read about paypal, obviously only those that have had problems talk about them.

Soo

stavros_2

You can add the tracking number in your paypal account (just click on details next to the payment and scroll down to it) but I don't know if this will update the response paypal receive....might be better to call them: +353 14369001

soolin

jamieh wrote:

hi thanks everyone. Just to reply to all -

I did sell the item via ebay and i did get a tracking number. Her feedback is about 18 - positive and 1 neg. I withdrawn allfunds from paypal as suggested. Just had two more emails from her - one saying she's a dentist! how dare i (lol!!!) and the other was a paypal money request for the sum she paid me - i think she thought i'd actually pay it.

Meantime ive had a confirmation email frompaypal but i didnt put the tracking number on the complaint details - ive tried to go back and correct this but cant seem to do it? does anyone know how to update this?

Thanks everyone

Cathxxx

Cath,

It seems like you have covered yourself well. As for adding a tracking number, it should still be possible to do it from your paypal account direct. Go into the transaction details and there should be a link to provide that info and get it 'stored' on paypal records.

I wonder why she thinks being a dentist makes all the difference? Personally, once a buyer turns a little silly I tend to stop responding to their emails, but obviously keep them all in case you need them later.

Oh, and one last thought, add her to your blocked bidder list just in case she decides to interfere with any of your other auctions.

Soo

drharrisjones

what is the buyer's feedback name plz. so i can block her frm me too-- i sell hats too.