Paypal reversal

kernewek

Hi

Recently sold an item on Ebay. Sent to a confirmed address using DPD which is tracked and signed for. Day after we get an email from Paypal saying transaction is fraudulent and to provide tracking details or give refund. Tracking details provided, proof of delivery etc.
Few days later and Paypal reverse the transaction. They have never heard of DPD apparantly.
So despite the transaction being eligible for seller protection and us providing the proof of delivery we are still over £100 down. Currently just getting fobbed off over and over again.
Any ideas?

Thanks

techspec

Paypal make it up as they go a long. They are as crooked as the bankers.

Report them to the FSA and Financial Ombudsmen. Even though they are overseas - its still a financial crime.

Keep at them though - you may get a different response with different staff.

Ask for a list of the couriers they DO accept. It would be interesting to see if there is one.

theonlywayisup

Ring again and point out their seller protection. Section 11.7.

I am assuming your item was eligible, sent within 7 days of payment, sent to the address within the transaction and the transaction was recorded as eligible on your account - if so, you are covered and all you need is a proof os posting - e.g. a manifest from the driver.

soolin

I agree withtheonlywayisup- phone them. For a fraudulent transaction though you need to show them the proof of posting rather than the tracking- so make sure you show that as well.

Paypal often make silly errors and they may just have not realised that by having proof of delivery you also have proof of postage-despatch.

soolin

theonlywayisup is correct, please see my earlier post. The advice from richto is not in line with paypal T and Cs.

You need to be very clear about the different sorts of paypal claims.

richto

soolin wrote: »

theonlywayisup is correct, please see my earlier post. The advice from richto is not in line with paypal T and Cs.

You need to be very clear about the different sorts of paypal claims.

Wrong, the advice from Soolin is not the best course of action, or correct in terms of what you can provide:


From the Paypal website:

How can I appeal the outcome of my complaint?

Question : Answer : To appeal the outcome of a Claim investigation:

Go to the Resolution Centre > Closed cases > Appeal > Follow the onscreen steps



Online Tracking on the courier website that shows delivery town is accepted as proof of posting:

From the Paypal T&C:

11.8 What is “Proof of Postage”?





Online or physical documentation from a postal company that includes all of the following:

1. A status of “shipped” (or equivalent) and the date of postage
2. The recipient’s address, showing at least the city/county or postcode (or international equivalent).
3. Official acceptance from the shipping company (for example, a postmark, a receipt, or online tracking information). Or, if you have Proof of Delivery then you do not need Proof of Postage.

.
The correct path as I said is RAISE AN APPEAL FIRST including the relevant courier documentation, and ONLY THEN phone them, so that they can review the documentation or information provided over the phone.


Paypal cases seem to be staffed by Americans who don't bother to try to find UK courier websites - and make no effort or equiry to the seller to do so - so you have to spoon feed them. e.g. I found that they were looking at the Royal Mail website to try to validate UKMAIL.COM tracking!

I have had to do this at least 25 times now in the last 10 years on eBay so i know the process inside out.

theonlywayisup

Richto, you must cease with your snide remarks, all these posts are being reported.

And, you are incorrect.

Look at section 11.7.

All you need to defend this type of chargeback is proof of posting.

kernewek

Hi again

Thanks for the advice. Just to update, after goodness knows how many phone calls and fob offs, we have now received our money back.

Many thanks again.

theonlywayisup

Glad to hear it.

richto

theonlywayisup wrote: »

Richto, you must cease with your snide remarks, all these posts are being reported.

And, you are incorrect.

Look at section 11.7.

All you need to defend this type of chargeback is proof of posting.

Read above as to what proof of posting is according to Paypal and you will find that I am absolutely correct.

If you want to report a post because you are wrong, thats your problem.

Jamie_Carter

techspec wrote: »

Paypal make it up as they go a long. They are as crooked as the bankers.

Report them to the FSA and Financial Ombudsmen. Even though they are overseas - its still a financial crime.

Keep at them though - you may get a different response with different staff.

Ask for a list of the couriers they DO accept. It would be interesting to see if there is one.

From what the FSA told me, although Paypal are now a bank that operates from Luxembourg, they are passported to operate in the UK. And they must follow the FSA's regulations to the extent that they mustn't stray from UK law to the extent that it adversely affects UK customers.