topic Seller shipped to wrong address, still I lost claim in Buying

Seller shipped to wrong address, still I lost claim

williamvoors — Wed, 19 Mar 2014 03:35:25 GMT

I made a purchase on eBay Australia and on checkout, selected my current and correct address, which shows on the Paypal invoice.

The seller posted the item to an old address that somehow ended up listed on an e-mail sent by eBay. That address is a different suburb. The item was delivered to the incorrect address.

When claiming through PayPal, I pointed to the fact the tracking information clearly shows that it was delivered to "Suburb A", while my address, correctly chosen on checkout is in "Suburb B".

I lost the claim and also lost an appeal. It was alleged the seller provided valid tacking information. However, the PayPal seller guide specifies that the proof of shipment must show the "recipient’s delivery address, showing at least the state, city and postcode". I have followed that guideline as a seller, and always send to the address listed on the paypal invoice and make sure the suburb is listed.

I also worked with the post office and even managed to get the phone number of the tenant living in my old place, who alleged did not receive any package.

Re: Seller shipped to wrong address, still I lost claim

bruce-linn — Wed, 19 Mar 2014 06:08:47 GMT

Just delete your old address with Ebay and Paypal and make sure your current address is exact.

Re: Seller shipped to wrong address, still I lost claim

tstore — Wed, 19 Mar 2014 06:13:04 GMT

That is not possible. When you checkout ensure the new address is your primary address. I buy multi

Re: Seller shipped to wrong address, still I lost claim

tstore — Wed, 19 Mar 2014 06:13:55 GMT

... Ple items and send to different addresses all the time. You need to ensure the correct address is displayed before checkout out in PayPal.

Re: Seller shipped to wrong address, still I lost claim

davewil1964 — Wed, 19 Mar 2014 06:44:23 GMT

@tstore wrote:
... Ple items and send to different addresses all the time. You need to ensure the correct address is displayed before checkout out in PayPal.

The OP did. The seller sent it to the old address, probably because they sent on the basis of the Item Sold notification, rather than the Paypal payment notification.

Paypal is wrong. Ring them and ask to speak to a supervisor. Point out, politely, that they have proof that the seller sent to the wrong address, so tracking proving this DOES NOT provide seller protection.

If they still won't buckle, tell them you will be taking the matter to the Financial Ombudsman Service. That should do the trick, but if not go to the FOS. I think it is www.fos.gov.au

Re: Seller shipped to wrong address, still I lost claim

gillians_gallery — Wed, 19 Mar 2014 07:47:10 GMT

Actually shipping to either the ebay or paypal addresses are covered by seller protection. It's up to the buyer to keep both addresses current.

Re: Seller shipped to wrong address, still I lost claim

digital*ghost — Wed, 19 Mar 2014 08:02:37 GMT

@gillians_gallery wrote:
Actually shipping to either the ebay or paypal addresses are covered by seller protection. It's up to the buyer to keep both addresses current.

The only address that matters is the one the buyer specifies and confirms at checkout, which will then show as the "ship to" address on the payment notification the seller receives. People can have items sent to any address that is not their primary postage address on file with ebay - from the PayPal UA:

S4.1 You must meet all of these requirements to be eligible for PayPal Seller Protection:

4. The item is sent to the address we specify on the payment notification or "Transaction Details Page" which can be accessed by logging in to your PayPal account;

https://www.paypal.com/webapps/mpp/ua/useragreement-full#Schedule_1_PayPal_Seller_and_Buyer_Protection_Policies

If the seller did not do this, the buyer should still be eligible for protection, and I would follow davewil's advice.

Re: Seller shipped to wrong address, still I lost claim

davewil1964 — Wed, 19 Mar 2014 08:07:17 GMT

Nope. Protection is provided by Paypal and is contingent on the item(s) being posted to the address provided to Paypal at checkout.

Anybody can, and many do, get items sent directly to the recipient (a gift for example), which is often a one off, and in no way related to the buyer's registered eBay address.

It wouldn't hurt for the OP to make sure there is no trace of the old address anywhere in their eBay settings, but that is irrelevant in this case.

Re: Seller shipped to wrong address, still I lost claim

williamvoors — Wed, 19 Mar 2014 10:13:16 GMT

Thanks for the reply.

Indeed, I had an old address on my eBay account, as I had moved recently. However, I had deleted all traces from that address from PayPal and made sure the correct address appeared in the PayPal invoice.

I called PayPal again and they claim that the tracking information shows that the item was delivered in a suburb that's within a 15km radius from my address (the two suburbs in question are 5km apart), even though it's not the same suburb. I find that a strange rule as the item could have been delivered anywhere in inner Melbourne and still would fall in a 15km radius.

The seller acknowledged, in a message exchanged through eBay that they sent to the wrong address, but has now told PayPal they sent to the address listed on the invoice. Unfortunately, PayPal claims they don't have access to eBay message logs.

Re: Seller shipped to wrong address, still I lost claim

davewil1964 — Wed, 19 Mar 2014 10:23:57 GMT

It shouldn't matter about message logs. Paypal know the address posted to is not the address you gave. That should be the end of it. I have never heard of a 15km radius being acceptable. Even in the country it wouldn't work.

Paypal require proof of postage to the buyer. At the very least, that proof has to be a postcode, but if more detailed information is provided by the seller in the course of a dispute, I don't believe they would be able to treat it as irrelevant. Does your new address have the same postcode?

Either way, I'd talk to them then go to the FOS. Paypal are very familiar with the FOS - they are often, anecdotally, having to deal with the consequences of ignoring their own policies.

Re: Seller shipped to wrong address, still I lost claim

williamvoors — Wed, 19 Mar 2014 10:46:04 GMT

The postcodes are different.

The thing is the item was worth around $40. Just the phone calls and time has probably costed me that. Thanks for the suggestion though. I'll follow with the FOS if I have the energy.

Oh, and did I tell I had a redirection in place with Australia Post, which failed.

Re: Seller shipped to wrong address, still I lost claim

lyndal1838 — Wed, 19 Mar 2014 23:16:57 GMT

William, are you calling paypal on their Australian Freecall number? It should not cost you anything at all if you use the 1800 number available through your paypal account. And they do answer very promptly so should not take up much of your time.

Re: Seller shipped to wrong address, still I lost claim

williamvoors — Thu, 20 Mar 2014 00:20:44 GMT

The thing is my mobile plan charges for 1800 numbers as any other phone call. Some operators do. Last time I checked ACMA was fighting this practice.

Re: Seller shipped to wrong address, still I lost claim

lyndal1838 — Thu, 20 Mar 2014 00:25:46 GMT

Don't you have access to a landline at all?

Do you have a friend or relative who would let you make a call on their landline, especially as it won't cost anything?

Re: Seller shipped to wrong address, still I lost claim

williamvoors — Thu, 20 Mar 2014 05:52:46 GMT

PayPal somehow closed my last appeal within minutes with a standard message.

Called again and they repeated "the item was delivered within an acceptable distance of your address, and the seller provided valid tracking information". No appeal is possible anymore.

They totally disregarded the fact it was delivered in another suburb. Ombudsman is the next step. It's unbelievable how a seller can get away with this, when they clearly did not follow seller protection guidelines.

Re: Seller shipped to wrong address, still I lost claim

lyndal1838 — Thu, 20 Mar 2014 06:17:20 GMT

I have never before heard of this "near enough is good enough" attitude from paypal. Definitely the ombudsman is indicated in this instance.

Re: Seller shipped to wrong address, still I lost claim

davewil1964 — Thu, 20 Mar 2014 06:23:58 GMT

It is breach of their own policies.

Definitely the Ombudsman. And include anything in writing from Paypal, especially if they have admitted they have ignored their own policies.

Re: Seller shipped to wrong address, still I lost claim

extra-keen — Thu, 20 Mar 2014 06:26:24 GMT

I'd also be asking Australia Post why their re-direction didn't work. They are responsible for that!!!

Re: Seller shipped to wrong address, still I lost claim

extra-keen — Thu, 20 Mar 2014 06:27:20 GMT

Have you been to the local post offices to check that it isn't waiting to be picked up?