Dispute

[janlinac_41]

Evening,

Hoping for some help.

I have had a buyer open a dispute in Paypal , not EBay.   The claim is that I sent the wrong size item.  I had the buyer send me a photo with the item next to a ruler and it is clearly the correct size.

Question is whether PayPal can see the conversation that was already had on EBay where I tried to offer solutions ?

Any other advice would be most appreciated as well.

[11dustyattic]

I'll just add, unless their phone line is open again

[padi*0409]

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@11dustyattic wrote:

I'll just add, unless their phone line is open again

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Looking at the "help" link it doesn't appear to be functioning yet.

[11dustyattic]

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@padi*0409 wrote:

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@11dustyattic wrote:

I'll just add, unless their phone line is open again

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Looking at the "help" link it doesn't appear to be functioning yet.

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Thanks. It's a shame because I always found paypal to be very fair, being able to speak to them made a big difference

[janlinac_41]

I received a reply from PayPal they just closed the case without regard for the evidence provided.

The interesting part is they refund the buyer , but do not deduct it from me under their Seller Protection Plan.  PayPal wears the cost..   

I think because the value is low  (Under $10) , it is cheaper just to cover the refund.

[11dustyattic]

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@janlinac_41 wrote:

I received a reply from PayPal they just closed the case without regard for the evidence provided.

The interesting part is they refund the buyer , but do not deduct it from me under their Seller Protection Plan.  PayPal wears the cost..   

I think because the value is low  (Under $10) , it is cheaper just to cover the refund.

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Okay. That's a good result for you 👍

[janlinac_41]

Except for the negative feedback that the buyer has now left, and even though I have photographic evidence from the buyer that the correct item was sent and exactly as described, that doesn't breach the Feedback Policy, so it can't be removed.

Found that very disappointing...

[davewil1964]

I suppose it depends on whether you prefer to keep the money or wear a red dot. Which will be progressively less relevant if you continue to sell. Or after 12 months.

[digital*ghost]

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@janlinac_41 wrote:

Except for the negative feedback that the buyer has now left, and even though I have photographic evidence from the buyer that the correct item was sent and exactly as described, that doesn't breach the Feedback Policy, so it can't be removed.

Found that very disappointing...

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Did she ask for or demand a replacement without returning the item via any of her eBay messages (assuming there was communication before the dispute)?

If so, you could argue the FB is malicious because the buyer wanted something they were not entitled to and didn't get it (refund / replacement without return) - it's a 50/50 shot, so probably one worth taking. 

[tazzieterror]

Further to digi's comments above, was the feedback left after the dispute was resolved in her favour, or while it was still active?

If during, you can also try arguing that she was using the neg into pressuring you do make a refund.

[janlinac_41]

Negative Feedback was left the following day after her refund was approved by PayPal.