Paypal claim Item sent to wrong address...

TheGirlDetective

Just looking for a little advice.

A few weeks ago I sent an eBay sale to a new by buyer in The Netherlands. Yesterday I got an eBay message from the buyer saying I had sent the package to the wrong address. I was a bit confused about this as I print the addresses straight from eBay. Turns out the address provided in eBay and Paypal is an old one, looks like she has never updated. I told her to visit the old address and collect the package (just over a mile from her new address). She refuses to do this.

She has now opened a PayPal claim stating that I sent the parcel to the wrong address. I have responded asking if the PayPal confirmed address is correct and am waiting to hear back.

It was a low value item so untracked, am I right in guessing that PayPal will find me at fault automatically? Even when her complaint is that I sent to the wrong address, I.e. the address she provided? I sadly expect so and am so annoyed, a buyer makes a mistake and its my fault! Anything I can do or am I flogging a dead horse?

As you can imagine she is now on my blocked buyers list.

Cheers for any advice.

Flyonthewall

Can you upload Proof of Postage? It should show that you sent it to the address on Paypal and you're covered under seller protection.

It doesn't matter if they have the correct address on Paypal, only that you sent it to the confirmed Paypal address. It's their own fault if they didn't update it. You can see your address listed when checking out so no excuse for it being wrong.

soolin

Personally I would phone paypal and explain that buyer is at fault, it might not,help but it is worth a try.

TheGirlDetective

I am going to dig out the POP and try and ring PayPal today.

Just so frustrating! Even though I am not obliged to I would have tried to resolve something with the buyer such as a partial refund just as a good will gesture if she had been polite and apologetic. But she was not at all apologetic instead quite aggressive and going saying that it was my mistake and I owe her a full refund.

I shall let you know how I get on.

bxboards

TheGirlDetective wrote: »

such as a partial refund just as a good will gesture if she had been polite and apologetic.

My personal opinion is that goodwill gestures should only be offered if a seller is at fault, not a buyer.

If someone doesn't know how to provide a correct address, and then blames the seller for posting it to the address provided, I can't see why the buyer should be rewarded with a goodwill gesture - it's rewarding them for their own incompetence.

shaun_from_Africa

Flyonthewall wrote: »

Can you upload Proof of Postage? It should show that you sent it to the address on Paypal and you're covered under seller protection.

Are you sure about that?
I though that proof of postage was only acceptable for unauthorised payment claims and that if a goods not received dispute was opened, the seller was required to provide proof of delivery.

TheGirlDetective

Spoke to a very helpful man at Paypal, payment is going to have to be refunded if no tracking is available! However, he can see what happened and PayPal is taking the hit as not as it my fault. Annoyed she got away with it bit glad I am not taking the hit.

Flyonthewall

shaun_from_Africa wrote: »

Are you sure about that?
I though that proof of postage was only acceptable for unauthorised payment claims and that if a goods not received dispute was opened, the seller was required to provide proof of delivery.

Isn't that the point of keeping proof of postage and sending to the Paypal confirmed address? So that you're covered and ebay/Paypal can see you've sent to the correct address.

If the buyer is claiming you sent to the wrong address then that's proof you didn't because as far as they're concerned the correct address is the Paypal confirmed one, hence why they tell you that you should only send to that.

The buyer wasn't claiming INR, which yes would require proof of delivery.

Flyonthewall

TheGirlDetective wrote: »

Spoke to a very helpful man at Paypal, payment is going to have to be refunded if no tracking is available! However, he can see what happened and PayPal is taking the hit as not as it my fault. Annoyed she got away with it bit glad I am not taking the hit.

Good to hear. Shame the buyer gets a refund for their stupidity, refusal to help themselves and impolite messages, but at least you're not losing out. Hopefully they'll change their address now so no other sellers have to go through that!

SpammyTheSpammer

Use the "incorrect address/contact details" option. That'll fix their little red wagon.

PS
I'll bet that they go and pick up the item....