How to protect sellers from buyers

[rustify]

Hi all I was hoping to get some advise from some experienced sellers on how we can protect ourselves from buyers who are trying to get items for nothing!

I recently sold an item and organised with the buyer who paid straight away into my paypal account to collect it on the Tuesday morning (sold it Sunday night).  She advised me on Monday night her sister was to pick up the item rather than her.  She arrived at 10 in the morning and I attempted to help her get it into her car however it didn't fit so she decided she would have to return the next day with a ute.  I later logged onto ebay to check my account and had a message from paypal saying the buyer had filed a complaint that she hadn't received the item however the dispute was opened at 10.15, the same time i was helping her sister load the item into the car!!!!!  At 11.00 she had withdrawn her claim and is now asking for a refund because the item is not what she thought.  (She hasn't even seen it).

I believe they were trying to take it without paying and because it didn't fit in the car have decided to ask for a refund instead.

How can we as sellers stop this from happening Please help I am new to selling and don't know what to do to protect myself from this kind of fraud.

[a_beautiful_room]

what is the listing number or alternatively item title please?

[***super_nova***]

There is no PP protection for buyer or seller for pick up only items, and you should ask for cash on pick up.  She did not see it but her sister obviously did, and for pick up items the buyer has the right not to accept it if they decide it is not as described. 

Now, just refund them and contact the underbidder, tell them the buyer could not fit it in their vehicle and therefore it is available if they want it.  And stress you want cash on pick up.

[a_beautiful_room]

why should the seller be inconvenienced because the buyer couldn't fit it in their car?

In any event if it was listed as a pick up only item, then you need to ring paypal and tell them that. There is no buyer protection with pick up items, whether paid for with paypal or cash.

This advice is given even though I don't know what the item is, so it may not be completely correct.

[3415len]

in my opinion, sell a few small things / buy a few things to get your rating up... because you have 0 feedback, scammers probably think your easy pickings

[***super_nova***]

why should the seller be inconvenienced because the buyer couldn't fit it in their car?

Because if the seller asked for cash and the buyer came looked it and walked away, there is nothing much that anybody can do.

OK, the OP can keep the money and tell the buyer to come and get their item, but it could turn nasty.  We do not know the price, we do not know what it is, we do not know if there were other bidders.  But if there are other bidders, it may be much simple solution to let them have it, rather than argue with the original buyer.

[rustify]

Hi and thank-you for your comments.  Yes there were other bidders so yes i will offer it as a second chance.

I have read through everyones comments and I just wanted to check i understand correctly: There is no buyer protection for pay pal buyers on pick up? So even though she paid using this method and processed a claim through them, is she not able to receive a refund on the amount paid for the item??

If I have understood this correctly I feel much better because my concern was that I was helping her load it into her car (unsuccessfully) while her sister was attempting to make a refund claim on the item through pay pal.  So pay pal would have found in my favour due to it having been a pick up only item!

[putney32]

as you still havent told us what the item is it's a bit difficult to advise further

if it was a PICK UP ONLY auction, with no postage options, then there is no buyer or seller protection.

you should not make a 2nd chance offer until you have refunded and she's agreed to a Mutual Cancellation.  only after the 1st transaction is closed off, and you have your fvf, then and only then should you make a 2nd chance offer or relist

[crichtonscraftgwen]

Did you sell under a different identity as you have nothing showing as having been sold recently.

[***super_nova***]

As it was too big to fit into a car, I am assuming that there was no  offer to post. 

I would now ask inform the buyer that you will refund them as soon as they click on the AGREE button on the mutual cancellation request  you are sending them.  While you should not make second chance offers until the transaction is finalised, there is nothing stopping you from contacting the next person and tell them that the buyer could not fit it in her car and now wants refund, so they can have, it if they are interested, as soon as the first buyer cancels.

When refunding the 1st buyer, go to PP account and just click on the refund link next to the payment; DO NOT refund any other way.