what happens when a seller doesn't respond to a paypal dispute?

[bella_again]

Anyone know what happens when a seller doesn't reply in the 10 day time frame?

I want to send the item back but because the seller has not provided an address through PP  I can't do that. What is the best way to proceed?

[carly2579]

did you try contacting them via email or contacting them here onn ebay??

[*sparklz*]

You need to escalate the dipsute to a claim.

Once you do this paypal will send you the address of the seller to return at your expense via registered post.

If it is still an open dispute where you can still both communicate and they are not doing this then escalate to a claim.

[foxette-in-sox]

I have always been under the impression that if no response from seller within 10 days that dispute will close in YOUR favour.

I'd be phoning Paypal & would NOT escalate to a claim as yet.

[bella_again]

Ok I did contact the seller previous to putting a dispute in.  They gave me a couple of options that were unsatisfactory ie offering a 30 dollar refund for a an item worth a considerable amount more.

So I then put in a dispute and escalated the claim as I only had a couple of weeks.  I did this because the seller was saying to replace the item it would take a long time (meaning I would not be able to put a claim in if they failed to send it to me in the given time frame) However I still have no address, that was what I asked for  to send the item back.

There was no return address on the item.  I am really happy to send back the item but if I don't have an address its hard to. 

[bella_again]

You need to escalate the dipsute to a claim.

Once you do this paypal will send you the address of the seller to return at your expense via registered post.

If it is still an open dispute where you can still both communicate and they are not doing this then escalate to a claim.

It's escalated and no address was sent. It's currently at awaiting seller response. I can't communicate any further with the seller and I thought it best only to communicate through paypal to protect myself.

[thecatspjs]

The address for return is only displayed (and advised via email) at the point that  paypal decide the claim in your favor and determine that you need to return the item purchased to get your refund.

Bella, I think it most sensible that once a dispute has been escalated to a claim - and is pretty much in paypals hands from that point on - that communication with the seller should cease. 

[lyndal1838]

Once a dispute has been escalated to a claim neither of you can communicate through the dispute. It is entirely in paypal's hands and you will have to wait until the dispute is found in your favour before you will be given the address to send the item back.

Never send it to an address given by the seller...it has to be to the address given by paypal.

The seller has 10 days to reply to paypal (not to you) and if they do not do so then paypal will decide in your favour and give you the address.

Make sure you use Registered Post and send the paperwork to paypal...do not just enter a tracking number into the dispute.

[bella_again]

Thank you Lyndal.  It appears paypal have decided in my favor and have not asked for the item back. I'm confused shouldn't I be sending it back?

[*sparklz*]

You will get an email from paypal within a few days of escalating the dispute and they will tell you they have decided in your favor and to return the item to  (they will supply the address).

Foxy if the dispute is open and neither party are using the dispute then after a set time it will auto close in favor of the seller if it is not escalated, this is why the buyer needs to escalate to get the details from paypal to return the item too.

The email will look like this and you will have 10 days to do as asked.

Hello "Your name will be here",

We received your claim for the following transaction:

-----------------------------------
Transaction Details
-----------------------------------


Seller's Name: ****** ******
Seller's Email: ************************************
Seller's Transaction ID: **************************

Transaction Date: 5 Nov 2012
Transaction Amount: -$60.00 AUD
Your Transaction ID: ***************
Case Number: **************************

Buyer's Transaction ID: **********************************

We have determined that you are eligible for a return of your funds for
this PayPal transaction.

However, in order for us to return those funds, you must:
- Send back the purchased item (within ten calendar days of receiving this
email) to the seller at your expense; and
- The purchased item must be received by the seller in the same condition as you received it.

The amount you are eligible for is based on the terms of PayPal's Buyer
Protection Policy. We may not be able to repay the full amount of your
transaction in certain circumstances where the amount of your transaction
exceeds the maximum amount covered under the Buyer Protection Policy.
Please review the Buyer Protection Policy in our User Agreement before
sending the item back to the seller.

You are responsible for the postage and packing costs of returning the
purchased item to the seller and these are not covered by PayPal's Buyer
Protection.

-----------------------------------
Next steps:
-----------------------------------

Step 1 - Return the item to the seller, at the following address:
10 whatever street
Town name , State postcode
Australia
PayPal requires you to use an approved shipping or delivery service that
provides online proof of shipment or delivery. Acceptable forms of proof of
shipment or delivery include:
- A copy of the postage receipt that includes the seller's delivery
address. You can get this from Australia Post's Registered Post and
Australia Post's Registered Post International, or
- A shipping code that PayPal can use online to view the shipping status
and the seller's delivery address. You can get this from TNT, DHL, FedEx
and other carriers, or
- A receipt issued by the carrier that is signed by the recipient
acknowledging delivery.

This documentation you provide must also include:
- The date the item was sent.
- An official acceptance by the carrier, such as a postmark or online
status. A status that shows the item was delivered is also acceptable.

Once you have returned the item, please log in to your PayPal account
within 10 calendar days of receipt of this email and provide tracking
information that can be verified online.

PayPal strongly recommends using a shipping service that provides online
tracking.

We must receive this information within 10 calendar days. Failure to
provide this information will result in automatic cancellation of your case.

Once we have been able to verify that the item was sent to the seller, the
refund will be issued to you.

If you wish to work directly with the seller to resolve this issue, you can
cancel this claim at any time, however you will not be able to reopen this
claim

Yours sincerely,