eBay Satchel + lodging over counter <> Seller Protection

[mpemberley]

Sold an item. Paid for with PayPal. Used an eBay satchel. Printed label via eBay. Lodged over the counter at post office. Receipt received. Item not delivered. Tracking shows "In Transit". Query lodged. Aus Post can't find it.

Item not received claim resolved in favour of the buyer. Money deducted from our PayPal account.

"Seller Protection" - caveat emptor.

[cq_tech]

Ring Paypal ASAP and ask to speak with a supervisor. Tell him that the item was posted with the required tracking and that under their T&Cs you are supposed to be covered by Seller Protection. Let him know that if they don't reverse their decision within 24 hours, you will be lodging an official complaint with the FOS ( https://forms.fos.org.au/OnlineDispute ).

If they haven't reversed their decision within 24 hours, do exactly that, but my guess is that they will very quickly change their tune and reimburse you the outstanding funds, as it costs Paypal a rather large amount of money to defend a dispute with the FOS and they'd be far better off resolving the complaint in your favour.

[mpemberley]

We will indeed ring PayPal in the morning and see what they have to say.

We have already appealed their decision online, supplying them with;

 - Australia Post lodgement receipt

 - eBay Packing Slip showing PayPal address

 - Tax Invoice from eBay showing the link between the item number and the Australia Post tracking number

This was rapidly declined with the reason that the supplied proof of postage does not show the buyer's shipping address.

[cq_tech]

Under the Australian Paypal regulations, the buyer's address is not required. That only applies in the US but a lot of Paypal employees need to be told this. Once you ring them and let them know, and threaten them with the FOS, they should very quickly change their minds.

Once you've set them straight, please come back and let us know how you fared. 🙂

[mpemberley]

"Under the Australian Paypal regulations, the buyer's address is not required."

Can I ask on what basis you make this statement?

Deep exploration of PayPal's website/legalese shows directly conflicting information regarding this.

[harley_babes_hoard]

In australia we do not have to prove the item was delivered only that it has been sent. By their own website under proof of shipment requirements it says

Buyers and sellers, at the very least, must provide documentation that includes the date the item was sent, plus one of:

-An official acceptance by the shipper, such as a postmark or online status (status that shows the item was delivered is also acceptable)
-The recipient's delivery address showing at least the state, city and postcode (or international equivalent)
-A receipt from Australia Post showing at least the recipient's suburb, city or postcode (or international equivalent)

Examples of proof of shipping include the following:

A copy of the shipping receipt that includes the buyer's delivery address. You can get this from Australia Post's Registered Post and Australia Post's Registered Post International, or

For Australia Post eParcel customers, a copy of the consignment information page which shows buyer's address and the online tracking code that can be used to confirm delivery - showing at least the state, city and postcode (or international equivalent) or

A shipping code that PayPal can use online to view the shipping status and the eBay Buyer's delivery address - showing at least the state, city and postcode (or international equivalent). You can get this from TNT, DHL, FedEx, Skippy Post and other carriers, or
A receipt issued by the carrier that is signed by the recipient acknowledging delivery.

https://www.paypal.com/au/webapps/mpp/security/sell-shippingrecommendations

[mpemberley]

https://www.paypal.com/au/webapps/mpp/security/sell-shippingrecommendations

and

https://www.paypal.com/au/webapps/mpp/security/sell-unauthorizedpaymentprotectionfaqs

directly conflict with each other with what constitutes proof of shipping.

The phone call will be interesting.

[bigbrickshop]

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@mpemberley wrote:

We will indeed ring PayPal in the morning and see what they have to say.

We have already appealed their decision online, supplying them with;

 - Australia Post lodgement receipt

 - eBay Packing Slip showing PayPal address

 - Tax Invoice from eBay showing the link between the item number and the Australia Post tracking number

This was rapidly declined with the reason that the supplied proof of postage does not show the buyer's shipping address.

---

- Australia Post lodgement receipt

+

the Postage Label Created email from eBay which shows the full details including shipping address and tracking number

Should be enough as Proof of Shipment for PayPal. I haven't had to test it though.

[thecatspjs]

As the label was printed via eBay, which allows address change that may vary from the paypal address, IMO a packing slip or order form should suffice if it will show the buyers address it was sent to and the tracking number.

I would ring Paypal and ask them what specific documents do they require for proof of address when post has been processed via eBay.   Or are   Paypal effectively saying that they do not cover parcels processed via eBay labels ??

I disagree with some of the posts above that the Paypal T&C allow the presentation of a lodgement slip alone to demonstrate proof of post.  IMO the Paypal T&C need to be considered in their entirety, and eligibility for seller protection is clear that proof of address goods are sent to is a requirement in itself to be protected in the first place.  Paypal require both proof of addressee and proof of post  (that you addressed it appropriately, and that you sent it)

[harley_babes_hoard]

it goes to the same place and says the same thing, if you click on proof of shipment. I have fought a claim on these grounds and won. So ring them and explain to them that is what it says in their T & C's. Mind you it wasn't with a satchel so not sure if that will make a difference.