Ridiculous Paypal Decision

[robbierobbie13]

I run a very large eBay store. Recently a buyer purchased an item and then sent a scathing message say ing the item was damaged in the post etc. I asked for a picture to be sent offered a refund on return etc even though fault of postal system and the buyer claimed picture was sent ( and it was at least never received by us) never returned the item and then left negative feedback saying I had lied etc etc you know the story. Just another buyer trying it on.

Buyer was blocked on ebay by us and then submits a paypal claim for goods not as described. She provides no evidence of pictures being sent to paypal or of sending the goods back ( neither happened both were offered) so we figured case won as we could prove  delivery and there was no proof of return or pictures being sent by buyer.  Whilst I got a paypal pay out she effctively won the claim and got her money back ( paypal paid for the case out of their own pocket). When I queried this with paypal they said this is very rare occurance and I was paid out as my record was so good but the buyer 'won' the case.. How on earth can paypal refund this person who has merely said the item is damaged and has at no point provided any evidence to back up the claim??? They even paid her out of their own pocket!  I told paypal they were rank stupid to send her money and the associate on the phone agreed! Beyond stupid paypal. Why on earth would this happen?!

[davewil1964]

Unless Australia Post admit an item was damaged by them even though adequately packed (unlikely) then it is generally the seller's fault if items get damaged in the post. Was the item packed to withstand 22kg being dropped on it from waist height?

As for the rest, Paypal must have had a reason to refund the buyer.

i think I have heard the other side of this story. If it is the buyer I think it is, there is a bit more to the story than you have told.

[robbierobbie13]

davewill I appreciate your scepticisim but you've got your facts a little warped. If the item was damaged we would have paid out no drama as along as we had some proof which was never ever provided to us and as far as I can see to paypal either as customer was asked to provide evidence / return when it went to the mediation process before a full claim was instigated. ( as there was no proof to provide to paypal as we had neither recieved pictures or the item!). Obviously the item could not withstand a 22kg weight like 99% of other items that go via Aus Post hence we agree to pay out once evidence of damage.  So if the buyer provides no proof to paypal why would they pay out. There really is no more to the story than that. I am a very experienced seller who finds this case almost as baffling as MH370!!! The decision defies any form of rational logic.  On the whole I am very pro paypal they have looked after me a number of times when buyers have tried it on as I play by the rules and one on occasion when I buyer put a dispute through they awareded ( rightly) to the buyer but credited me back other fees not due to me as compensation - fair play paypal. This decision however defies logic.

[robbierobbie13]

I also very much doubt you have heard the other side of the story. Perhaps you can point me to the link where it is discussed so that your claim can be coroborated!!!

[thecatspjs]

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@robbierobbie13 wrote:

I run a very large eBay store. Recently a buyer purchased an item and then sent a scathing message say ing the item was damaged in the post etc. I asked for a picture to be sent offered a refund on return etc even though fault of postal system and the buyer claimed picture was sent ( and it was at least never received by us) never returned the item and then left negative feedback saying I had lied etc etc you know the story. Just another buyer trying it on.

Buyer was blocked on ebay by us and then submits a paypal claim for goods not as described. She provides no evidence of pictures being sent to paypal or of sending the goods back ( neither happened both were offered) so we figured case won as we could prove  delivery and there was no proof of return or pictures being sent by buyer.  Whilst I got a paypal pay out she effctively won the claim and got her money back ( paypal paid for the case out of their own pocket). When I queried this with paypal they said this is very rare occurance and I was paid out as my record was so good but the buyer 'won' the case.. How on earth can paypal refund this person who has merely said the item is damaged and has at no point provided any evidence to back up the claim??? They even paid her out of their own pocket!  I told paypal they were rank stupid to send her money and the associate on the phone agreed! Beyond stupid paypal. Why on earth would this happen?!

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I have had something similar occur with paypal. 

However as I was not out of pocket it didn't faze me, IMO its really paypals call to make and not worth any angst. 

I doubt this type of action is taken frequently and how can one know for sure that the buyer did not provide satisfactory proof to paypal as the information is not available for the other party to view when the case is at claim stage. 

I reckon paypal agents are trained to agree with irate customers - and IMO what is said often has little bearing on the facts, actions and decisions of the actual claim.

[robbierobbie13]

You are correct of course I just dont like the idea of the buyer getting something they don't deserve. If the items were damaged no problem from me for a refund but I dont think its asking too much for a little proof!  Of course they may have provided some kind of evidence to paypal but the fact remains that it was never sent to us or at least never received by us.  As such I am struggling to see how the buyer could provide anything to paypal when there was nothing to provide or how the paypal buyer / seller protection policy has been interpreted - because unless I am going mad it seems like a decision made on whim to me! Oh well they won't be buying from me again.