topic Re: HELP, Buyer opened Not as Described (postage overcharge) w/paypal in Selling

HELP, Buyer opened Not as Described (postage overcharge) w/paypal

*aussie* — Tue, 13 Oct 2015 01:17:52 GMT

Hoping for advice,

I was selling 2 items seperate,$25.00 + $18 postage 5kg satchel) each = $86 total for both

Buyer emails offers $20each + postage

I reply both plates, baged + Registered post Total $72-

She bids, pays; I post On invoice I refund $13.98

On Mon 12th 1st email ;; received bag hope plates not broken postage $15.05 refund asap, I reply Postage is $15 ++ Expand bag ++ Registered

2nd email ; u dont understand the plates arrived safe but u overcharged on postage by $10 I say Bag & rego on top of postage

3rd mail; I will make this clear, postage is incluusive refund me or case opened w/ Paypal for excessive

This morning paypal has taken the whole $72. 00 with

Oh Dear What Do I Do Sorry for been so long Thanks Jenny

Re: HELP, Buyer opened Not as Described (postage overcharge) w/paypal

*tippy*toes* — Tue, 13 Oct 2015 01:26:24 GMT

I will be interested to hear what others say about this, but as far as I know, they can't open a not as described for excess postage. I'd be ringing PayPal and sending them the emails saying the plates arrived safely, but she feels postage was excessive. I don't understand what she means that postage was inclusive when there was obviously a postage charge?

Did the listing say a 5kg bag that was being sent registered, or did you just decide to register it after the fact?

Re: HELP, Buyer opened Not as Described (postage overcharge) w/paypal

digital*ghost — Tue, 13 Oct 2015 01:51:01 GMT

PayPal do not entertain disputes over postage. The buyer pretty much has somewhere between buckley's and no chance of enforcing a partial refund (all things going according to policy, that is).

In the past, PayPal have automatically closed such cases in favour of the seller as soon as the dispute is escalated, however I would personally ring them and clarify my position, because it's not exactly unheard of for an incorrect decision to be made.

BTW when a transaction is disputed, although it looks like PayPal debit the payment, it's actually on hold - you can't spend or withdraw it, but they don't officially take it unless the buyer's claim is successful and they get a refund.

Re: HELP, Buyer opened Not as Described (postage overcharge) w/paypal

joethenuts — Tue, 13 Oct 2015 02:07:45 GMT

hi aussie the only thing i can see is did both items go in the same bag as 1st email stated bag not bags, if thats the case thats what the buyer might be complaining about hoppe to here from you soon.

Re: HELP, Buyer opened Not as Described (postage overcharge) w/paypal

*aussie* — Tue, 13 Oct 2015 02:55:51 GMT

Hi All & THANK YOU for your replies

In the original listings of each one postage was a 5kg satchal $18 each

When I replied her with the new combined cost I then said posted, Baged, & registered total cost $72- Did not seperate postage from items just total

I just heard from Ebay ""come up with an agreement to prevent the claim to be opened"".

I just can not beleive this Jenny

Re: HELP, Buyer opened Not as Described (postage overcharge) w/paypal

joethenuts — Tue, 13 Oct 2015 03:12:27 GMT

you were very correct , but the buyer , but maybe they thought it would come in 2 bags not one if this is the case.. in there mind they might of thought the items were going to be $20 each.

in my mind its $72 all up , and thats what i have to pay. they dont see that figure afterv delivery. but at least your items got there safely. as ebay wants the 2 parties to work it out , good luck with the buyer

Re: HELP, Buyer opened Not as Described (postage overcharge) w/paypal

beautbots01 — Tue, 13 Oct 2015 03:24:47 GMT

Hi Jenny. I think we here all agree that Ebay is not the sharpest thing in the toolbox. However, I believe your dispute is with Paypal, who are holding your funds until this matter has been resolved. So as advised earlier you need to speak (on the phone) to Paypal. They will probably ask you for evidence to support your defence against this claim which will be the email where your buyer AGREED to pay $72. Other members have yet to contribute but have a lot more knowledge of how these disputes can be handled

Paypal and Ebay are now seperate companies so talking to eBay about a dispute which has already been opened in Paypal won't help you. Sometimes these things can make you want to give in disgust so you need to grit your teeth and take on the challenge.

Re: HELP, Buyer opened Not as Described (postage overcharge) w/paypal

digital*ghost — Tue, 13 Oct 2015 03:29:56 GMT

@*aussie* wrote:

I just heard from Ebay ""come up with an agreement to prevent the claim to be opened"".

Where has the dispute been opened? i.e. Who did you get an email from notifying you of the case, PayPal or eBay?

If it's exclusively a PayPal dispute, call them, if you can, try to get them to escalate and close the case straight away, which should be easy enough if the buyer's notes on the dispute clearly indicate it's over postage costs.

If it's an eBay request, call them. eBay don't provide a dispute process for postage costs either, and they will have the added benefit of being able to view all messages between yourself and the buyer.

You do not have to be bullied by the buyer, eBay or PayPal. And do call (or, use the 'call me' option if with eBay) - emailing or live chat tends not to get you very far, and although sometimes you have to ask to speak to a supervisor until you get someone who understands the situation properly, eventually you should be able to get the right result.

Re: HELP, Buyer opened Not as Described (postage overcharge) w/paypal

*aussie* — Tue, 13 Oct 2015 04:38:23 GMT

Hi All

Early this morning I was not able to get into my paypal account ???

So I contacted Ebay

Then at 10am I get the email from PayPal

XXXXX has opened a dispute for the payment made on 8 Oct 2015
indicating that the item they received did not match the original
description. xxxxxx has requested a $8.00 AUD refund.

Over an Hour later I get that reply from ebay

You know If I beleived I had over charged I would refunded no problem.

Jenny

Re: HELP, Buyer opened Not as Described (postage overcharge) w/paypal

joethenuts — Tue, 13 Oct 2015 04:45:39 GMT

hi i think this new post might of help the posters here , as we all thought it had nothing to do with not as discribed. oh well good luck

Re: HELP, Buyer opened Not as Described (postage overcharge) w/paypal

*aussie* — Tue, 13 Oct 2015 06:49:19 GMT

Hi All

So am I in the wrong?

So if i refund, she gets 2x plates @ $50 + postage $14 total $64

Actual cost of postage $15 + Expand bag $2 + Reg $3

That just does not sound fair

Thanks Jenny

Re: HELP, Buyer opened Not as Described (postage overcharge) w/paypal

joethenuts — Tue, 13 Oct 2015 07:11:16 GMT

if you were charging items $50 and postage $18 =should that of been $68 . maybe thats what the buyer was expecting in 1 parcel but you charged them $72 which is fine in my books but not hers , now if its going to cost you $8 and all will be fine well thats up to you. if you dont , do you think they will send it back for a full refund ,seeing that now its a not as discribed problem. up to you.

Re: HELP, Buyer opened Not as Described (postage overcharge) w/paypal

digital*ghost — Tue, 13 Oct 2015 07:17:20 GMT

@*aussie* wrote:
Hi All
So am I in the wrong?
@So if i refund, she gets 2x plates @ $50 + postage $14 total $64

Actual cost of postage $15 + Expand bag $2 + Reg $3
That just does not sound fair
Thanks Jenny

/

I personally have no interest in judging what is right or wrong - you're the seller, it's up to you to decide what is an appropriate charge for postage. The buyer has the opportunity to decide beforehand, and afterwards, whether they like how much they're being charged, but the simple fact is in the majority of cases they don't have the right to demand a refund if they decide they paid to much for the service that was provided (I do consider there to be exceptions, but unless there's more info that would change the circumstances, I do not consider this to be one of them) - and that, the last point, is what I am basing my advice to you on.

But since you did ask, didn't the buyer offer $20 for each plate? If that was accepted, that's $40 item total, cost of postage (to you) appears to be around $20, so just from an objective view point, the buyer is probably looking at it as though they paid $72 for $60 worth of items / service. If the plates were really well packed, TBH I don't feel $12 is excessive, all things considered, though if I was going to hazard a guess as to your buyer's point of view, I'd say they were first annoyed they arrived in a postal bag (as opposed to a box, which is recommended for fragile items), and that annoyance was exacerbated by a perceived difference in postage cost and charge, even though it seems the plates arrived fine. I don't think any of that condones their behaviour, but if it helps you look at things from their (potential) perspective and reach an amicable conclusion, all the better.

As I said, if it is a PayPal dispute (as it sounds, because an eBay email notifying of a request isn't worded like that), call them. Or take your (relatively good) chances and escalate it to a claim yourself, since (again, as I said) PayPal should immediately close the dispute in your favour since it's asking for a partial refund over postage costs. Meaning, the dispute is closed, buyer doesn't get any refund at all, and the hold on the full payment is released.

If it is an eBay request, meaning the dispute is being handled via eBay's resolution centre and not PayPal's, then unless you want to negotiate a mutually agreeable resolution with the buyer, you really do need to call them to sort it out because if you rely on eBay's automated system, you risk the buyer getting a full refund and keeping the items.

Re: HELP, Buyer opened Not as Described (postage overcharge) w/paypal

imastawka — Tue, 13 Oct 2015 07:21:41 GMT

My opinion is that you are a 'sometimes seller' and Paypal has put your

money on a 21 day hold. They have not taken it.

Buyer cannot open dispute for excessive postage with either paypal or ebay.

Buyer is trying it on. They agreed to cost and paid.

No refund IMO

Mind you, a 5kg satchel for a plate?? What are they made of? White Dwarf?

Re: HELP, Buyer opened Not as Described (postage overcharge) w/paypal

beautbots01 — Wed, 14 Oct 2015 03:07:39 GMT

If you look at the plates sold I'm guessing they were the 21cm and sent in original boxes. I don't think two of these would have fit in the 3kg bag regardiless of weight.

Re: HELP, Buyer opened Not as Described (postage overcharge) w/paypal

*aussie* — Wed, 14 Oct 2015 07:18:15 GMT

Hi all

Thank you all for your help

beautbots01, you are correct, and 2 would not even fit into a 5kg satchel, they were large with their boxes

Any way just to hopefully end this, with a smile

As Paypal closed the dispute and has been decided in MY favour

Thanks again

Re: HELP, Buyer opened Not as Described (postage overcharge) w/paypal

*tippy*toes* — Wed, 14 Oct 2015 12:19:14 GMT

That's great news!