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I had a buyer who started complaining as soon as the item was shipped. He opened an item not received right after it was shipped and then when he received it said it was more scuffed than in my pictures. I said “return for a full refund.” He did not and he did not open a return. A month later Paypal informs me that he went to his credit card and they remove $150.00 from my account to refund the item.
Both Paypal and ebay say there is nothing they can do. Paypal says their seller protection is only for items that have not arrived and since he got it, they are out of the picture. Ebay says this is all Paypal.
Is there anything? I complained to ebay that this is theft and he should be blocked from the site. They just suggested that I should politely try to talk it out with him. He has been aggressive and rude from the start. I will not be wasting my time.
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I’m confused by the story. So Paypal never contacted you and just gave the buyer a full refund without having to return the item? Paypal is absolutely involved because the money came out of your Paypal account.
Any time we’ve had an issue, the buyer has to return the item for a full refund. If we do nothing, then Paypal will just refund because we’re not giving the buyer a choice.
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“They just suggested that I should politely try to talk it out with him.”
I’m convinced this is their new go-to line when trying to get you off the phone. I think you can push past it – just keep insisting you’ve messaged them enough times until they get frustrated and elevate you to a manager or something. Generally speaking, if you’re not talking to a US-based rep they won’t do anything at all (in my experience.)
I guess your one line of defense right now would be to move to managed payments for future transactions, that way eBay would 100% be responsible since they’re handling the payments themselves. I’ve got a feeling they just don’t care about PayPal-related issues on the seller’s side.
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Jay, we got an email from Paypal about the case. I immediately sent them screen grabs of our messages, showing I asked him to return for a refund and they proceeded to immediately take out the money. I then called them. Paypal then said the case was not filed with them, but with the credit card linked to their paypal account, so it is not their problem. When I asked about seller protection, they said that is only for items that were not received, not for items that were received. They said they forwarded my screen grabs to the credit card company and should hear back in 75 days, but that I should not expect to see the money again.
The reason he did not return the item is that he wanted it for free. It was pretty obvious from the get go that was his goal. He knows how to open a return I am sure since he opened an item not received case right after it was shipped and well before the expected delivery date given by ebay. He actually messaged me before he opened to box to tell me he was informed that the item was damaged, but had not had a chance to get home and open it. Then he said this antique item had a few more scuffs than pictured. I told him to return for full refund. I went from hearing from him several times a day to silence. I am pretty sure his goal was to get it for free from the get go.
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Indysales, we cannot use managed payments. We are in Canada and ship from the US. We do everything in the US, but because we are in Canada we cannot have our store in US. The issue is that we do our banking in the US. We buy our gas and groceries in the US. Canada’s version of managed payments does not allow for Canadian buyers to use USD in their banking, so until this is fixed the many Canadians like me are not being put in managed payments.
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