Regarding Customer Complaints

[netty9526]

Im at A loss of late regarding peoples complaints , I go to alot of trouble for those purchasing off me often contacting delivery companies because people have fiven wrong address and such , Reciently I had a person contact their credit card company saying the money they paid for their purchases was illegally taken > have evidence that they bought off me and recived their purchases , never got any complaints as was nearly 3 months ago and no contact from them . And they go their purchases and money back with out a word to me ior evidence tyo support other wise. Now Ive sold over 60 of a costume that is very poplular then out of the blue i hear from a customer asking me to track it down as they gave wrong address .Atfer two days on and off the phone I found it and got it to them , they then contact me saying it has cotton hanging from it ???

 where exactly do we stand when it comes to people who are being fraudulent ?

[harley_babes_hoard]

stick to your terms and conditions. if it has a bit of cotton hanging from it ask them to return it and give a refund if within your return policy time frame. if they pay by paypal tell them to make a claim through paypal.Paypal will make them return it before a refund. Don't just refund without item. honestly after 3 months I'd be telling them bad luck time has run out for a return or refund.

[chrisco62]

I think netty was saying that after three months they did a credit card charge back and netty had no say.

[davewil1964]

If they paid with Paypal and you sent with appropriate tracking, RING Paypal and point out to them that you had seller protection. Be polite but firm. Get the name and employee number of whoever you talk to. If they won't help ask to speak to a supervisor. If they still won't give you your money back, inform them you will refer the matter to the FOS. If they are still recalcitrant, go to the FOS.

The point of Paypal seller protection is it protects the seller if they comply with the rules for protection. If the credit card use is fraudulant (unlikely - it is almost certain the buyer is fraudulent), that is Paypal's issue.

Also put the buyer on your blocked bidder list.

[netty9526]

As stated I have proof from click and send that product was sent and recieved paypal messaged saying they are going to keep fighting the bank as it appears the buyers has the item but until then they gave them back the money . I contacted ebay but they sent a message back saying ty but contact paypal . So I tried to report the buyer and ebay said need evidence.

[thecatspjs]

Ebay does not handle paypal matters directly.  

My advice is to ring paypal, do not email them.  Whilst on the phone with a rep, or their supervisor if needs be, confirm proof they require, send it through to them whilst on the phone to them, confirm that they have received it, confirm again that you have provided them what they require for seller protection, and get confirmation that funds will be returned to your account. 

I spent an hour doing this in a lengthy phone call a few months ago, and it was an hour well spent, as I did not have to think or worry about it again, save blocking the buyer and reporting to ebay that their account may be hijacked due to credit card chargeback.

Just generally speaking, I have dealt with paypal on a range of matters, and IMO overall I find their agents to be far superior to ebay reps in terms of knowledge, ability to make decisions and getting matters sorted quickly. 

[davewil1964]

As I said contact Paypal.

As cats said, no point contacting eBay.

Really, there is no point asking questions on the boards if you are going to ignore the answers.