Item not received paypal claim - paypal wants item returned to seller?

[letscleanupmycupboards]

So my wife lodged a claim for an item from overseas that didn't show up.

She had contacted the seller, told them it hadn't shown, and yes, she waited quite a while for it to come. The seller refused to replace or refund, saying they will not do anything until the item bounced back to them (strange they would expect this to happen). We haven't changed addresses or anything so no logical reason it would go astray.

So she lodged an INR paypal claim, the seller continued to refuse to refund, adamant they wanted the item back. So it was escalated to a claim. Paypal is now telling her she must return the item with tracking and provide the proof of return before a refund will go through.

How is this able to be requested when the item has not arrived?

Do they read what they are writing or is their overseas call centre's subscription to google translate expired?

Has anyone come across this before? It is particularly baffling. Are we to post nothing back with tracking since nothing arrived?

We all know they are morons but this is next level stuff.

Thoughts?

[ajarnjenny]

Are you sure she opened an INR and not a SNAD?

[phorum_junkie*]

When you ring Paypal have all the facts ready in chronological order and in simple terms with no 'chat' or editorialising.

Clearly state that you have not received the item and if the seller has proof of delivery you are prepared to supply a stat dec confirming non receipt. Stay calm and stay polite, you want the person on your side after all. If they still don't agree to a refund ask to speak to a supervisor. As a last resort, while still keeping it polite, tell them unless you have a refund in your Paypal account within 48 hours you will be complaining to the FSO. If they do agree to a refund make a note of the name and employee number of the person who OKs it just in case the refund doesn't appear when they promise, without the time and identity of the person who agreed you may have to start all over again.

[davewil1964]

If it was an INR, then there wouldn't be a requirement to return.

Are you sure it was an INR? Not a SNAD?

[annies_fancy_dress]

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@bookinvestaustralia wrote:

Yes, the seller transferred the balance, so, imagining that he did send the item and refunded me and if the item was not returned to him (he will never tell me, I suppose, I gave him the benefit of the doubt...), he lost both, the item and &800 ! I took his word (that he had sent it, he had a receipt anyway...) and I truly believe that there are still very nice people (sellers) left on the planet. Australia Post told me that there is approx. 5% loss of all mailed with them, for no reasons they can understand (!), is it pure coincidence but at the time some AP employees were caught stealing from AP warehouse somewhere in Victoria (where the seller was from) is it related? Only them can tell, unless trhe cops would find this particular item in their 'inventory'...

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How would an AP employee know what's in the package????