Buyer raised dispute, what will Paypal do?

harveymail

Any help that can be offered will be much appreciated

I sold a item to the value of £65 plus postage to somebody in Australia, I offered them a range of postage options including ones with tracking, they chose the cheapest which was Airmail and provided no tracking. I paid for the postage through Paypal at a loss of £3.09. 24 days later the buyer contacted me saying she had not received item, I forwarded proof of postage to her and a copy of the page on Paypal that confirmed I had paid for the postage through Paypal, I offered all help I could. She did not respond but within the space of 30 minutes I reacived an e-mail from Paypal saying a dispute had been raised and I looked at the comments and she had stated that it was just a precaution ands she would cancel the dispute when she received the item. This meant I had a negative balance on Paypal and had won items that I couldn't pay for through Paypal, I tried to upload POP onto the dispute but after hours of trying realised that I couldn't do this until I escalated it to a claim, so I did this, in the comments Paypal stated that they had informed the buyer that postage had been paid through Paypal. I copied POP to both the buyer and attached it to Paypal, she had until 9/10/10 to respond and she did not. I have informed Paypal of all of the above, they have a record of me paying postage though Paypal and they now have POP. the case is currently been looked at by a Claims Specalist, so really what I need to know is how likely am I to not have to repay her? and how long does it take? As i said before my Paypal is in a negative balance and I really cannot afford to lose the money £80 in total. The buyer was offered various services of postage but she chose the cheapest one, so I find it hard to find that I am responsible.

Please advise if you can

cyberbob

You can't prove delivery so you will have to refund. You should have only offered the postal service you were happy with and made sure there was enough insurance to cover the loss (which it sounds like you didn't). Then you could have claimed for the loss via royal mail and wouldn't be out of pocket.

As a seller it's your responsibility to get the item to the buyer. You cant blame the buyer for paying for the cheapest option as they are covered by paypal. Postal insurance is for youe benefit not the buyers.

lindseykim13

sorry but it's your own as5 you need to cover when posting anything, if it had been under £41 you would have been insured/covered with the pop to claim from royal mail. Pops mean nothing to pp i'm afriad.

You could have sent with extra insurance at the post office for a few £'s more and then that pop would have covered you again with royal mail for any loss.
As it stands your pop only covers upto £41 and you could try and claim from rm for the loss but i've read that they have turned down claims for under insured missing parcels, but its your only option to try now. You will have to refund your buyer unless they close the case if it turns up but thats upto them to do and unlikely.

tryingtogetsolvent

Hmmm Looks like you are going to learn an expensive lesson. Paypal will probably find for the buyer so you'll have to refund them. Plus you won't be able to claim loss from the Royal Mail as you mailed an item for more than the value covered by ordinary Air Mail postage.
Sorry

amcluesent

Unless Ebay pay using their 'goodwill' fund, looks like you'll take the hit on refunding. Harsh lesson about setting bidder preferences to places you'll post to and seller protection rules.

harveymail

Thank you all for your replies, not what I wanted to hear but there you go, lesson leaned.

How can Ebay help if the dispute was raised directly with Paypal?

Crowqueen

harveymail wrote: »

Thank you all for your replies, not what I wanted to hear but there you go, lesson leaned.

How can Ebay help if the dispute was raised directly with Paypal?

What do you want eBay to do? (Genuine question.)

eBay only recently brought the dispute system in-house; Paypal manages disputes if the buyer goes directly to them whilst eBay intervene if the buyer contacts them instead.

The net result is the same as both companies have similar procedures and demands, including seeing proof of delivery (through a tracking number for Recorded or Special Delivery). Sometimes eBay issue a "no-fault" refund, but only if the buyer claimed through them, not Paypal.

Dizzie77

Crowqueen - I think the OP mentioned Ebay because a previous responder had mentioned Ebay paying from their goodwill fund.