firstly, sorry to all for dragging up an old thread . . . . but I thought it important enough to keep all the discussion on the PayPal policy update in one thread. Sorry also for the length of this post.
I just looked at the PayPal policy site. They have amended the Updated date to 15th July 2016.
https://www.paypal.com/au/webapps/mpp/ua/useragreement-full#int_Schedule_1
They did proclaim in the in the email I received that they were extending buyer protection to cover eligible hand delivered items and the things you pick up in person.
Now, I couldn't find anywhere in the Policy that specifically details what is meant by eligible items for picked up items, or for that matter, what they mean by "significantly different to how they were described" in reference to picked up items that now have buyer protection.
I did find the following in the Seller Protection Policy appendix (only sections d and j shown here)
Limitations
S5.1 The PayPal Seller Protection Policy will not apply to a transaction if:
d. The item is delivered in person or picked up in person;
j. The buyer claims the item is significantly not as described;
What I find interesting is that buyers now have protection for picked up items but sellers continue to have none. So all those who advocate getting buyers to sign a statement that they are happy with the condition of the item will need to wait* until they have a buyer claim against them to test this out with PayPal (*see additional comment about this below).
Additionally, what is it with section j where it specifically states that Seller protection will not apply to a transaction if the buyer claims the item is significantly not as described? No mention of the buyer having to prove the item is not as described, just that they make a claim! Further sections probably cover this in terms of PayPal making a decision on a SNAD claim.
Under the Buyer Protection appendix, the following is noted in relation to item not received:
S10.2 Any item you collect in person or arrange to be collected on your behalf is not eligible to be claimed as not received.
So all those who were worried that a buyer might pick up an item and then claim Item Not Received can now rest easy as they can quote PayPal policy in defence of INR claims for picked up items.
I also like the following section:
S11.3 We reserve our right to make a decision if you and the seller cannot agree and we will exercise our sole discretion when determining a claim of “significantly not as described.” We will consider numerous factors which may include the communications between you and the seller and any documentation you have provided. We will provide you with reasons for our decision upon request.
This would reinforce the need for sellers to communications through eBay and not rely on telling PayPal what a buyer told you in a phone call or possibly in an email. Keep ALL communications with buyers through eBay messaging AND be careful with what you message to the buyer as your messages may be used against you if taken out of context. By this I mean if you message anything to the buyer about the condition of the item other than maintaining to the buyer that it was exactly as described the buyer might suck you into semantic discussions (before making a claim) about the condition of the item in dispute as a way of using seller messages against the seller. same courtesy in regards to
* It may also mean that sellers, in fairness, are to be afforded the "any documentation you have provided " provision of S11.3. This may mean that if a buyer signs a document stating that they are taking possession of the picked up item because they are satisfied that it is as described may assist a seller to defend a SNAD claim. Time will tell.
Vehicles that are paid for using PayPal will not be covered for SNAD claims under section S12.1-h-iii (Your purchase is not for: Vehicles (including cars, motorcycles, caravans, boats and planes) )
