Where do I stand?

purplevamp

I've had a paypal payment put "on hold" as the buyer claims the item hasn't arrived. I've checked the tracking number and it did arrive and was signed for. It was sent to someone at a university. I've messaged back with the tracking number and told her it arrived and was signed for.

She's asking for a refund for NIR. Do I have to refund her, given that the evidence clearly shows it was received.

Irn-Bru-Kid

purplevamp wrote: »

I've had a paypal payment put "on hold" as the buyer claims the item hasn't arrived. I've checked the tracking number and it did arrive and was signed for. It was sent to someone at a university. I've messaged back with the tracking number and told her it arrived and was signed for.

She's asking for a refund for NIR. Do I have to refund her, given that the evidence clearly shows it was received.

Did you send to the address supplied by PayPal? If so, upload the tracking number to the case and follow up with a call to PayPal to make sure they look at the tracking. This will be enough to win the case.

If you sent to a different address, you haven't a hope.

purplevamp

Irn-Bru-Kid wrote: »

Did you send to the address supplied by PayPal? If so, upload the tracking number to the case and follow up with a call to PayPal to make sure they look at the tracking. This will be enough to win the case.

If you sent to a different address, you haven't a hope.

Yes, same address as shown on paypal. do I need to ring them up? I've looked at the paypal resolution centre and it says there are no cases opened. But the payment is on hold and it is opened on ebay.

ballisticbrian

No, he means upload the tracking to the case in eBay.

With University addresses, the type of accommodation varies slightly. Ask them to check with reception. I had several emails asking where their item was and I asked them to go to the security guard downstairs, and they finally went and got it. (It's easier to ramble on to you where is it? than go check). These are our future, these students!

purplevamp

ballisticbrian wrote: »

With University addresses, the type of accommodation varies slightly. Ask them to check with reception. I had several emails asking where their item was and I asked them to go to the security guard downstairs, and they finally went and got it. (It's easier to ramble on to you where is it? than go check). These are our future, these students!

I was going to say this to her in my reply but I thought that sounded condescending She's at Uni. I thought she would be smart enough to work that one out for herself! :rotfl:

Tealblue

Make sure the tracking info on ebay shows the item as delivered and signed for and you don't need to do any more.

soolin

After uploading the tracking to the ebay case I tend to phone ebay or live chat them as well to get them to review the case and not ignore my tracking.

theonlywayisup

Tealblue wrote: »

Make sure the tracking info on ebay shows the item as delivered and signed for and you don't need to do any more.

You don't need a signature. You need proof of delivery and it appears the OP has that.

purplevamp

I've just spoken to ebay as I couldn't upload the signature. They said "don't worry as the tracking number is there". If the buyer hasn't closed the case by 31st then I need to ring them up again and they will close it. It does, touch wood, look like it's in my favour.

theonlywayisup

purplevamp wrote: »

I've just spoken to ebay as I couldn't upload the signature. They said "don't worry as the tracking number is there". If the buyer hasn't closed the case by 31st then I need to ring them up again and they will close it. It does, touch wood, look like it's in my favour.

You don't need a signature. If your proof of delivery is available online then you will win. Make sure the POD number is on the order and the case (it sounds like you've done that).

Escalate the case on day 8, it will close in your favour and the buyer (and you) will be unable to leave feedback.

angryparcel

theonlywayisup wrote: »

You don't need a signature. You need proof of delivery and it appears the OP has that.

even if the courier failed to deliver and it shows on the tracking info that is also good enough as you have proven you sent it and delivery was attempted.
I have just gone through the same sort of issue in returning an item in order to get refunded, the courier attempted several times and then gave up, but i got refund as i shows delivery was attempted.