help with paypal claim

whitty999

I have posted before about a phone i sold on ebay.The buyer said it was faulty,I told her to send it back and i will check if it was not the same condition i sent it then i would not refund,She has now put in a claim on paypal to not to deal with me but wants her money,She has not sent the phone back but paypal have froze the money,Will i stand a chance of keeping my money,She hasent even sent the phone back...Please help i could lose a lot of money here and still not have the phone.

littleoldme_2

for paypal to find in the buyers favor they would have to send the phone back by trackable means for paypal to give the buyer a refund.

JodiMBrown

This is PayPal / eBay all over. Rules and procedure invariably protect the buyer's interests above the seller.

I am assuming the buyer is complaining under the grounds that the phone 'is 'significantly not-as-described' in the item listing.'?

I would suggest that you ensure you provide PayPal with all the evidence proving that you took steps to address the buyer's complaint (ie. you told the buyer to return the phone for consideration for a refund). With this evidence, I cannot see how they can side with the buyer. As for getting your phone back - I really hope you don't get stung with this one.

I wish I could offer some more constructive advice, but knowing PayPal and eBay - it will always be a struggle for decent sellers to fight back.

Good luck.

whitty999

Thank-ypu so doesn't looki like i will win,Just hope i get the phone back,Really angry it was like new.

FloFlo

Have you got a record of the EMI number they may try to pass off a different phone as the one you sent them.

frivolous_fay

JodiMBrown wrote: »

This is PayPal / eBay all over. Rules and procedure invariably protect the buyer's interests above the seller.

Up to the point where someone does a credit card chargeback...

kenix_2

whitty999 wrote: »

Thank-ypu so doesn't looki like i will win,Just hope i get the phone back,Really angry it was like new.

Hi Whitty,

May I ask where is the buyer from? Is he having good feedback on eBay? Have you inform Paypal that you have already contacted buyer immediately to solve the problem after receive complains from buyer? And you requested buyer to return the phone, but after xx days, buyer still refuse to return phone to you?

liz_uk

Did you take a copy of the IMEI number down??

If so, phone the network provider and say you have lost your phone and they will block the phone, therefore the buyer will not be able to use it and it`ll be useless.

Obvisouly only do this, if the buyer doesn`t send you the phone back and wins the claim !!

digerati

whitty999 wrote: »

I have posted before about a phone i sold on ebay.The buyer said it was faulty,I told her to send it back and i will check if it was not the same condition i sent it then i would not refund,She has now put in a claim on paypal to not to deal with me but wants her money,...

It would have been better to say to the buyer to return the item for inspection. (I'd also strongly suggest you make sure you have a clear return and replacement policy listed in future eBay auctions to protect you.) You'll then refund her in full, on confirmation that it's the same unit and in the same condition as shipped to her. Offer apologies to her for any inconvenience she may have experience. As a seller you want to avoid buyer's opening unnecessary PayPal disputes as they a) go on your record and b) make refunds much more difficult than they need be.

When selling any consumer electronics you need to be proactive in fighting fraud. Why? Some categories such as mobile phones are extremely popular targets for scammers. If you list a phone with a BIN, then more than likely you'll get a buyer wanting you to ship it ASAP to Nigeria as a "gift". Alternately PayPal or credit card fraudsters sometime use the well known "Buy, Switch and Return" scam where a buyer returns their own old or damaged product for the seller's new one. There are a number of such scams and scenarios that will leave many new or naive sellers out of pocket if they accept PayPal and don't take adequate steps to protect themselves.

To protect yourself - take clear photos off all items you sell and record all serial numbers and other identifying features such as IMEI numbers for phones. Keep copies of any warranties and sales receipts. Have a clear return and replacement policy in your listings (see above). Also using a UV pen to write your details or secret identifying mark on the item is a good idea that can help establish your ownership.

whitty999 wrote: »

She has not sent the phone back but paypal have froze the money,Will i stand a chance of keeping my money,She hasent even sent the phone back...

PayPal will freeze the sale amount until the dispute is settled. There isn't much you can do except sort out the paperwork that supports your side of the story, and wait for the request from PayPal to supply it.

peter_the_piper

Might I suggest that all listers of high value items put in their description that all thier items are invisibly marked for the buyers own security. It prevents them from "accidently" sending the wrong one back.