Paypal Transaction Reverse - Please Help!!

NETTYB3

Hi

I am trying to sell some items to make enough money to buy xmas presents for my 3 children. I sold an item 11 days ago for £50 plus £7 postage. The buyer paid via paypal, had a confirmed address and I posted the item as requested by them via Royal Mail Standard Delivery with enhanced cover.

Today - 11 days later paypal have given the buyer the money back. I sent them all the details including the postage receipt with address printed on it but they said I am not protected as I did not send it with an online tracking facility.

I am furious over this how can Paypal give me a confirmed address, tell me they have paid and then re-credited the buyer even though I have proof of postage.

I am so upset, with postage I stand to loose £57.00 which is a hell of a lot to me.

Is there anything I can do?? The buyer lives about 10 miles away, has not responded to any of my e-mails and is ex-directory but 192.com confirms this is her address.

I have been using paypal for years and this is the first time this has happened - another worry is how on earth do I know if this is going to happen again or not?

I also have a buyer who has opened up a dispute against me as I informed them that they have paid using an unconfirmed address - what should I do here?

Paypal and e-bay - is it really is more trouble than its worth?

Many thanks in advance
Netty

TKPeters

NETTYB3 wrote: »

I posted the item as requested by them via Royal Mail Standard Delivery with enhanced cover & I have proof of postage.

Firstly, never use a sub-standard postal service at the buyers request

Paypal are not interested in Proof of Postage, they want Proof of Delivery which only Recorded can done, at a minimum.

I'm afraid Royal Mail Standard Delivery is not an acceptable delivery option under SPP & therefore the buyer will get their funds back.

Your only option if the buyer has not received the item, is to submit a claim to Royal Mail.

In future only offer 1st Class Recorded as a minimum & for heavy items use DHL/Parcelforce (Available on eBay for around £5.00 upto 30Kg) which are trackable & covered under Paypal's SPP

TKPeters

Here's some info about Paypal's SPP, that I've Posted before;

To access the pages via the links below, please log into your Paypal the normal way then click the link


Seller Protection Policy: https://www.paypal.com/uk/cgi-bin/webscr?cmd=xpt/cps/securitycenter/sell/SellerPPOverview

Key rules of Seller Protection

Ensure that the item is “Eligible” for Seller Protection, as displayed in your ‘Transaction Details’. Your ‘Transaction Details’ are in your PayPal email receipt. You can also find your ‘Transaction Details’ by logging in to your PayPal account and clicking on ‘Detail’ next to the relevant transaction.

Only transactions between UK, US or Canadian buyers and sellers qualify

Post to a confirmed address, as displayed in ‘Transaction Details’. This ensures that the item goes to the buyer at an address we have details of.

Retain proof of postage that can be tracked online, such as Royal Mail’s Recorded Delivery. If you hand deliver an item, or provide delivery in a way that we can not track online, your transaction will not qualify. This includes items posted with first class postage.

For items with a value of £150 or more, you need to provide proof of signature from the recipient (RM Special Delivery)

You must be Verified, and have a Premier or Business account

Post the item within seven days of receiving payment

Only accept payments in full from a single PayPal account

Please respond to all PayPal enquiries within the deadlines as disputes need to be resolved within a specific time frame.


These are just some of the key rules of Seller Protection. Please refer to our Seller Protection Policy for full terms and conditions

Also have read of Paypal's Security Tips: https://www.paypal.com/uk/cgi-bin/webscr?cmd=xpt/cps/securitycenter/sell/SellerConfirmAdd

Most unconfirmed addresses are not fraudulent, and sellers don’t usually experience problems with them. When you do deliver to an unconfirmed address, PayPal encourages you to be alert and minimise risk by following our Security Tips for Sellers.

Acceptable tracking methods: https://www.paypal.com/helpcenter/main.jsp;jsessionid=HGfHq2HQD0DLjKrvkFZGqlHCJv7LQGSqHjvLrVR2h0LB8yQXMsGp!-1480810803?t=solutionTab&ft=homeTab&ps=&target=_parent&solutionId=17464&locale=en_GB&_dyncharset=UTF-8&countrycode=GB&cmd=_help&serverInstance=9006

What methods of online tracking are acceptable?


The following options may be used:

• Parcelforce Worldwide
• Royal Mail - Special Delivery
• Royal Mail - Recorded Signed For
• Royal Mail - International Signed For
• Royal Mail - Airsure
• UPS
• FedEx
• Airborne Express
• DHL

NETTYB3

Thank you for your response, I am gutted. So basically even though paypal saw that out of the options of standard, recorded and special delivery, they selected standard, they still flashed up eligible in green. So how many more scammers are opting for standard delivery and then getting the money back once they have received the item??

There must be more that I can do - they buyer has committed fraud in my opinion - maybe small claim.

Sorry for any errors but 2 year old running around and I can't take eyes of him for one minute!!

Kindest regards
Netty x

frivolous_fay

NETTYB3 wrote: »

Thank you for your response, I am gutted. So basically even though paypal saw that out of the options of standard, recorded and special delivery, they selected standard, they still flashed up eligible in green.

You were eligible for seller protection... but unfortunately you invalidated it by not sending it tracked No, paypal won't check the postal method.

Never give buyers the choice of postal method - tracking is for YOUR protection.

NETTYB3 wrote: »

There must be more that I can do - they buyer has committed fraud in my opinion

What makes you say that? For all any of us know, the item never arrived. You can't prove it did - the buyer could well be genuine.

soolin

NETTYB3 wrote: »

T. So how many more scammers are opting for standard delivery and then getting the money back once they have received the item??

There must be more that I can do - they buyer has committed fraud in my opinion - maybe small claim.


Kindest regards
Netty x

Firstly please don't be too quick to suggest fraud, you can't actually prove it has been delivered can you?

Insurance protects the seller only, it is nothing to do with the buyer who is completely covered by paypal protection if they buy an item which fails to arrive. Sending an item worth £50 standard mail even means you used the incorrect postage method, standard mail with or without a recorded option only covers up to £34 so assuming it has been lost in the post you have not covered yourself sufficiently for a full claim against the RM.

I like paypal and often defend it on here however I would always caution people to understand it before they opt to use it. I don't personally bother with recorded as more than half my items currently show as undelivered using that service, however for an item over £34 I only ever quote for a postal method that protects me. For items under £34 I use standard post and know that I can reclaim my losses from the PO.

NETTYB3

frivolous_fay wrote: »

You were eligible for seller protection... but unfortunately you invalidated it by not sending it tracked No, paypal won't check the postal method.

Never give buyers the choice of postal method - tracking is for YOUR protection.



What makes you say that? For all any of us know, the item never arrived. You can't prove it did - the buyer could well be genuine.

I have e-mailed them on several occasions using e-bay and their e-mail address and they have not responded. I have asked them to let me know if they did not receive the item so I can claim against Royal Mail but they haven't informed me of this.

I am just so gutted, I did not realise you had to post by recorded. I have obviously had my fingers burnt and am really upset - I know its only £57 but I can't stop crying as it is a lot of money to me.

It has obviously made me realise that I need to post everything recorded or special and I will learn from this but it is so unfair.:(

Regards Nettyx

fuzzgun19

Did Paypal reverse the funds because the buyer had opened an item not received dispute?

Or was it because they had used fraudulent funds?

NETTYB3

soolin wrote: »

Firstly please don't be too quick to suggest fraud, you can't actually prove it has been delivered can you?

Insurance protects the seller only, it is nothing to do with the buyer who is completely covered by paypal protection if they buy an item which fails to arrive. Sending an item worth £50 standard mail even means you used the incorrect postage method, standard mail with or without a recorded option only covers up to £34 so assuming it has been lost in the post you have not covered yourself sufficiently for a full claim against the RM.

I like paypal and often defend it on here however I would always caution people to understand it before they opt to use it. I don't personally bother with recorded as more than half my items currently show as undelivered using that service, however for an item over £34 I only ever quote for a postal method that protects me. For items under £34 I use standard post and know that I can reclaim my losses from the PO.

Hi Soolin

I did get enhanced cover on the standard postage. I paid an extra £1 to cover me for up to £100 although it shows on my receipt as £50. Will I be able to put a claim in with Royal Mail then? Even though the buyer has not informed me that this is the reason they requested the money back?

Thanks Annette

NETTYB3

fuzzgun19 wrote: »

Did Paypal reverse the funds because the buyer had opened an item not received dispute?

Or was it because they had used fraudulent funds?

Hi

There was no dispute. They told me that the bank had asked for the money back!!

Netty x

soolin

NETTYB3 wrote: »

Hi Soolin

I did get enhanced cover on the standard postage. I paid an extra £1 to cover me for up to £100 although it shows on my receipt as £50. Will I be able to put a claim in with Royal Mail then? Even though the buyer has not informed me that this is the reason they requested the money back?

Thanks Annette

In that case you have probably used standard parcel post and not 1st class as there is no enhancement for extra insurance on standard mail. Assuming it was sent as a parcel then your receipt slip will enable you to reclaim your loss from the Royal Mail after 15 working days has elapsed.

You will need to either get a claim form from the PO or start the claim online via the RM web site and then print it out and send it off. You will also need to supply your postal receipt (keep a copy!!) and proof of cost and also your ebay page showing the sale.