PayPal does not help out sellers at all

[myhobbystore]

How's this
A buyer buys the item. I send it to his address. He then contacts me and said that he wants his money back as I sent it via a courier and not aust post. I don't state it in my listing how I send it. He had not received the item. I said, that's fine, tell the courier to return it for a refund less shipping fees.
He goes to PayPal, tells them the story.
I provide proof of tracking, I have the courier run sheet, tracking number, everything and yet PayPal ruled in his favour as I stated that I would agree to a refund when the item was returned. PayPal gave him all his money back too.
So now, I have a neg, no product and no money. Where is the seller protection?

[***super_nova***]

He had not received the item. I said, that's fine, tell the courier to return it for a refund less shipping fees.

If the buyer did not receive the item how could he send it back?  If they did not receive it you need to refund in full, not just the price of the item.

[tall_bearded]

Ring PayPal and demand to speak to a supervisor.

Tell them they have two alternatives. They either return all the monies to your account within 24 hours or they will be responding a complaint lodged with the Financial Ombudsman Service.

Then if the monies aren’t refunded in the time allowed lodge the complaint.  What you have written in post is more than sufficient detail required.

Link http://www.fos.org.au/centric/home_page/resolving_disputes/how_to_lodge_a_dispute.jsp

[***super_nova***]

The first party of my previous post was a reply to this bit

I don't state it in my listing how I send it.

Maybe you should ........................

[tall_bearded]

Response to post !

The fact the buyer didn’t receive the item is irrelevant.

The seller has provided proof of shipping.  Therefore, PayPal has failed to abide by their own policies, namely that part of the agreement which states, if shipping is proved, they will not deduct monies from the sellers account. 

[myhobbystore]

I finally got off the phone to PayPal. 

He stated that the rule is that even though I provided proof of postage, and provided proof that it was shipped to the correct location, I still lost as it was not delivered.

Buyers now have no responsibility.

I asked for a supervisor who refunded my money and stated that it was a good will gesture....

[myhobbystore]

There was two attempts at delivery.

The couriers also rang him twice and left a message asking for a suitable time to redeliver.

He didn't return their phone calls.

Fastway does not charge to attempt to redeliver.

All he had to do was return a phone call or reply to the calling cards. Obviously that was too hard for him!

[jensmanchester-australia]

I finally got off the phone to PayPal. 

He stated that the rule is that even though I provided proof of postage, and provided proof that it was shipped to the correct location, I still lost as it was not delivered.

Buyers now have no responsibility.

I asked for a supervisor who refunded my money and stated that it was a good will gesture....

When dealing with Paypal you have to make it very clear that under the Australian Policy only proof of postage is required and not proof of delivery - most of the customer service reps have no idea of the policies.

[myhobbystore]

Thanks Jen. I will remember that in future dealings.

[phorum_junkie*]

When dealing with Paypal you have to make it very clear that under the Australian Policy only proof of postage is required and not proof of delivery

That applies when you are using AP services.

I would have called Paypal as soon as the buyer opened a dispute and would have told them to check the tracking properly as the courier company had attempted delivery twice so I I consider that as confirming delivery and that if they found against me I would be taking the matter up with the ombudsman.

You were probably ill advised to offer a refund of any amount if it was returned to you, much better to tell them it is awaiting delivery and all they have to do is contact the courier.