PayPal Dispute

Becles

I sold something recently on ebay and the buyer paid by PayPal. It was advertised as courier delivery.

I've already made a small loss on the postage costs. I was using recycled packaging, so I just charged £5 P&P intending to use PayPerDrop, but they suddenly stopped taking orders, so I had to pay extra elsewhere. It would have been unfair to demand more money after the auction ended, so I just had to take the loss,

I emailed the buyer to say I'd arranged the courier, then mailed again when the item was collected to confirm it had been picked up on time and said it should be with him in the next day or two. I had no contact from the buyer at this stage.

I've had an email today saying that he has not got his parcel. When I checked, DHL have tried to deliver the item 3 times, and now it is being held at their depot. The man isn't home during the day, won't arrange an alternative delivery address and won't drive to the depot to collect the parcel.

He wants his full costs back immediately or he will start a PayPal dispute. Can he do this, and will he win?

Also how long do the DHL keep the parcel for. Will it eventually come back to me?

I suspect he might have changed his mind after buying the item, as it ended in a bidding war and sold for more than I expected it to.

melancholly

if the item was advertised as coming by courier, how did he expect to get it if he is not ever able to be in during the day and won't have it sent to a different address?! i don't know where you will stand with ebay, but surely an idiot like this wouldn't win a dispute?!

can you send him an email (from your ebay messages) giving him the tracking number, saying something like, 'as in description, item was sent by courier, please contact them to arrange alternative delivery time/location as three attempts have already been made'. then at least there's a written record that you did everything you could to enable him to get it delivered?

isayoldchap

Becles
Firstly congrats on the little one.First Christmas for yours too.
Sorry to hear of your mis fortune.Get his phone number from Ebay and phone the person.

I would immediately get in touch with the DHL depot via your tracking details. www.dhl.co.uk
That will tell you which depot is delivering the parcel.Of course you will know the depot by now having seen the three attempts.
You should be able to get the local area number by doing a google search or
try www.saynoto0870.com .Even a local depot to them should give you the number but don't phone a 0870 as you may get put on hold for somewhile.

I'm guessing that either your customer isn't answering the door or he lives in a field.Maybe the guy delivering hasn't attempted to leave it at a neighbour's house.Madness! Three attempts and no drop off.Surely he hasn't said to all his neighbour's not to take a parcel in.How about the courier calling card,or three?He's playing a fast one.Let's face it he's probably lost a few night sleep over it already.
Maybe it's an item his wife has said"if you accept the parcel you can stay at your sister's over Christmas".

The idea he may have paid over the odds is also a valid point.

If you are lucky maybe the person at Paypal will challenge the customer for collection providing you copy and paste the tracking details in your complaint reply and stress the efforts you have made so far.

As for DHL.If they have done three attempts they may not be willing to attempt again without a charge.Watch out as your seller may impose that as per the terms and conditions.Ideal if you could speak to a manager there.

Let hope your customer doesn't find a fault if he decides to get the parcel.

I'll try and look out for your reply if you have made any progress.Good luck

Strapped

The only thing that I would add, is in the past I have had trouble with DHL. I ordered some goods online and the company used DHL as their delivery courrier. Supposedly they tried to deliver to me twice before the parcel going back to the depot. However, the company discovered that they had been trying to deliver to the wrong address. Fair enough, we live in a remote spot but it should've been fairly obvious they were in the completely wrong village. The company gave them the correct address (again), with telephone contact and a map/directions from the main road...and it still never arrived. I think they couldn't be arsed to drive down here. So in the end, I had to cancel the order through no fault of the selling company, because I needed the goods by a certain date. Hopefully this hasn't happened with your case, but I'd personally never trust DHL again.

Smi1er

Becles wrote: »

He wants his full costs back immediately or he will start a PayPal dispute. Can he do this, and will he win?

Hiya Becs;)

In answer to your question the answers is Yes and Yes.

I suspect too that they want out of the deal and it's easier to turn it around.

I would be tempted to send the buyer a recorded letter (trackable delivery) asking them to contact DHL to arrange delivery.....

Then you supply paypal with the recorded tracking....:rotfl:

satan666wayne

If you are going to refund do not do it untill you have the goods back.

You do a refund, then he picks it up from the depot. He could be trying to scam you.

Becles

Thanks. I emailed the buyer back and said I wasn't willing to refund until the parcel was back here. I haven't had a reply yet, and no PayPal claim has been started yet.

The parcel was out twice for delivery last week. Over the weekend, the status said "awaiting further delivery instructions". It's been out twice again this week, and now it's status is back to "awaiting further delivery instructions".

Is it him or me that they are awaiting instructions for? Will I get charged for these repeated delivery attempts?

I've also had another problem with DHL on a different shipment. That man wasn't in either, but a card was put through the door. He drove to the depot which was some way from home, but because the driver had not put any details on the card, they refused to give him his parcel!

I've given him the big barcode number from the paperwork I was given, so I hope that they will let him have his parcel when he quotes that.

BaileyB

I would ring the DHL office and ask them if they were told to redeliver as some only make 1 or 2 attempts and thats it. So for them to come out 3 times is a little strange.