Chargeback Advice Needed Please!!!!

parent_of_too_many

Hi, im in need of some advice please. I sold quite an expensive item in august (£200+) and it was posted special delivery the same day as payment was recieved, to the address on ebay and paypal.
I didnt recieve any feedback, but was not too worried as it was a new ebay user who had bought my item. I checked the next day on track and trace and the item was signed for, quite clearly as the signature was eligible, by the buyer.
Anyway, today (a few days short of two months later) my paypal account is in the red by quite alot as the buyer has issued a charge back saying he didnt authorise the credit card payment!!!! I have added the tracking details to the dispute but im really worried as i cant find the actual reciept from the post office (i had the tracking number saved in an ebay message to the buyer, and in Paypal too!). I also have a saved message from the buyer asking when he could expect delivery. I really cant afford to lose such an amount of money and now I'm not sure if i'm screwed or if it will be okay? Please advise cos' the situation is stressing me out now!! Thanks people!!

parent_of_too_many

Also, on a second level, as the buyer has obviously had the item, just claiming it wasn't an authorised transaction, then am I entitled through ebay/paypal (or even morals!!) to expect the item to be returned?

Louisdf

I think you've been caught out by paypal's small print here, as they could quite legitimately say that the signature displayed online could be for any package. You really need to find that postal receipt. You could perhaps threaten to take the buyer to small claims court which might scare them into closing the case? Also, I remember reading in the Times of a similar story and paypal took the money off the seller despite the seller sending special delivery with a signature online. However, they paid the money back when the Times got involved. You should consider this if the money is taken off you.

As you mention that the buyer had no feedback, it could be the case that a thief stole someone's credit card, opened up an ebay account to buy your goods with the stolen card so they could resell your item. The card holder obviously doesn't want to be out of pocket, so they want the purchase refunded. Paypal should refund this as they were negligent in recognising this fraud. However, this is paypal.

cyberbob

Don't worry Youare fully protected by Paypal if you can prove the item was posted. All you need to defend unauthorised use of a credit card is proof of posting (it's the only time proof of posting is sufficient). So as long as you have all the details from the Special delivery you are covered. Phone them up on Monday and point this out you may need to be persistent as sometimes they don't understand their own rules. If you point out that you have added the tracking which proves the item was sent, that should be sufficient.

The only possible problem I could see is if the tracking is no longer online, but if that happens you should be able to request a copy from RM as you have the Tracking number and you should be able to use this as proof of posting,

Just as a note all proof of posting and tracking details need to be kept for 6 months

Louisdf

cyberbob wrote: »

If you point out that you have added the tracking which proves the item was sent, that should be sufficient.

Yes but that doesn't prove that the item was posted to the buyer's address on the paypal payment page though. That signature on the RM website could be for any package posted to anyone and anywhere in the world.

cyberbob

Louisdf wrote: »

Yes but that doesn't prove that the item was posted to the buyer's address on the paypal payment page though. That signature on the RM website could be for any package posted to anyone and anywhere in the world.

If paypal question it all the OP need to do is get a copy of the RM which they can as they have the tracking number. The SD record will have the postcode of where the item is being sent so they should be able to get a copy. I have previously with no problem.

As paypal normally get people to upload proof of posting in these cases there should be no problem excepting the SD record.

Louisdf

cyberbob wrote: »

If paypal question it all the OP need to do is get a copy of the RM which they can as they have the tracking number. The SD record will have the postcode of where the item is being sent so they should be able to get a copy. I have previously with no problem.

As paypal normally get people to upload proof of posting in these cases there should be no problem excepting the SD record.

Well, if paypal want to get arsey, they could say that most postcodes contain a number of houses/buildings, and accuse the OP of sending it to the wrong address, e.g. sending to no. 18 and not no. 16 on a street, which would usually have the same exact postcode.

parent_of_too_many

Hi,
Thanks for all your responses so far. Cyberbob..... you've slightly eased my worries, Louisdf........ not so much !! Regarding the address issue on the proof, either paper or electronic, then don't they both show the same amont of info? I can't get on the RM site at the moment to check (down for maintenance), but I have got a few paper receipts for other stuff (I do keep them Cyberbob, just sod's law says it's this one that i've misplaced!! ). They only state the house number and the postcode, which is all you need i suppose, but I can't recall off the top of my head whether the electronic proof states the same? Surely it would? Please correct me if I'm wrong?!

And regarding the other issue, am I entitled to receive the item back, as I know they have received it, and the buyer hasn't claimed that they haven't?

Thanks again....!

parent_of_too_many

Louisdf wrote: »

Well, if paypal want to get arsey, they could say that most postcodes contain a number of houses/buildings, and accuse the OP of sending it to the wrong address, e.g. sending to no. 18 and not no. 16 on a street, which would usually have the same exact postcode.

If that was the case though, then it wouldn't be the original buyers name and signature on the electronic proof of delivery would it? It would be the signature of their next door neighbour or whatever?

Please note.... I'm not being clever or funny...... i'm just genuinely asking!

Louisdf

parent_of_too_many wrote: »

If that was the case though, then it wouldn't be the original buyers name and signature on the electronic proof of delivery would it? It would be the signature of their next door neighbour or whatever?

Please note.... I'm not being clever or funny...... i'm just genuinely asking!

Well this is paypal, you really do have to jump through hoops to get your own money. Remember, that if you lose this case, Paypal won't refund your fees, so it's in their interests that you lose this case. Whilst your assumption seems very plausible, paypal could claim that the package was delivered to the wrong address, and the person signed for it as per the name written on the package as they wanted a free early Christmas present. I remember on here, someone posted that they had lost an unauthorised transaction case because the seller's COP with the postcode and house number was written in ink, and not typed up on the computer. Do paypal really expect post office employees to type up every single postcode and house number for every single second/first class package posted? The process of posting something is slow enough as it is, especially in my local branch. Usually there is only ever 1/2 counters open and with 2 senile women taking ages to stick on postage labels and issue COPs, but always trying to hard-sell people special delivery/ phone top ups/ credit cards/ travel money. Paypal need to live in the real world. But good luck with your case, and let us know the outcome.

parent_of_too_many

Thanks for the response. All my other proof of postages have the postcode and house number printed not written, so hopefully the "ink" scenario won't be an issue if i can get a copy as Cyberbob claimed? The electronic proof however must be a printed postcode anyway surely?? I'll let you know how i get on though!!!