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Hi,
I am new to the forum. I searched on the forum to check for a similair case but could not find something identical.
A customer apparently bought an item with the creditcard of his son for his son from my Ebay store. The creditcard company/Paypal apparently flagged the transaction as not autorised payment and there now is a case pending for which I have supplied evidence. Apparently the buyer did not receive any message from Paypal about the case and was quite upset.
I now have a Ebay order which I can not cancel (I get message “You can’t cancel this order right now because there’s a PayPal case open for it”) but I can ship if I want. Paypal advises against shipping until the case is resolved. Since I trust the buyer and do not want further defects for late shipment I am wondering if I could just ship the item to the customer without messing up the Paypal case proces?
Hope you can give me some advice.
Best regards,
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Hi Alex. Sounds like you are in Paypal/eBay purgatory. You say you “trust” the buyer, but they have instituted a case to stop your payment, correct? So at the end of the day, you might not get paid. If you ship, you might lose the money and then you may have some trouble getting the item back.
So balance the factors. How important is it to you to not have a late shipment? Many people on the forum do not worry about late shipments; it’s not the end of the world. If you lose TRS status, eventually you get it back. How much did you pay for the item? If it’s a cheap item and on-time shipping is important to you, go ahead and send it. If you paid a lot for the item then assuming you don’t get paid and you lost the item, that might be bad.
You could also try calling eBay. They might be able to cancel the order for you if you ask for it, given the situation, or have some other resolution.
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Temudgin, gives good advice.
Question: if the buyer now knows about the Paypal case, why doesnt the buyer resolve the issue? The buyer can also change their payment method and complete the sale.
If the item is already late, you dont get further penalty for waiting. One late shipment wont hurt you unless its a habit.
You’ve done nothing wrong here. The buyer is responsible for to finalizing payment. I would tell the buyer: “I’m happy to ship ASAP as soon as the payment is complete, please call eBay or Paypal to figure out why there’s an issue with your Credit Card.”
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Thank you Temudgin and Jay for the input.
I have had extensive contact with the buyer. Apparently Paypal did not contact him or his son in any way. He called Paypal with his son to clarify everything and they would sort things out. I called Paypal afterwards but it sounds it might take a while for the case to be processed.
The reason I trust the buyer is because he seems genuine about being new to ebay and what happend. As crazy as it seems at first he gave me a negative feedback. After explaining the situation and he called Paypal he apologized. After requesting a feedback change he turned it from negative to positive which somehow adds to the trust. The item itself is not expensive (it’s a vcr) the main is that the shipping is quite expensive since I live in the Netherlands and he is in the US. I usually give people the benefit of the doubt although that might not seems very business savy.
The fact that the buyer can change their payment method as Jay stated sheds some new light on the case. This and the fact that you both acknowledge that one late shipment defect isn’t that bad I will not ship until the case is settled.
Once again thank you for clearing things up.
PS very cool that one of my podcast heroes (Jay) himself responds to my question 🙂
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Cool. This is a pretty unique situation. Most sales are much easier as you know. If they called Paypal and settled payment, the case should be closed immediately, so Im confused on the delay.
Do what you think is best. Just know that the buyer is the one who needs to fix payment.
Where are you located in the Netherlands? It’s one of our favorite countries.
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Will surely do that. It’s just great that through your forum I can get some more fact and insights to put things in a better perspective and make an informed decision.
I live in Driebergen. It’s a small town near the 4th “big” city called Utrecht. I went fulltime just a month ago. The scavenger community in the Netherlands does not seem to be very big overhere. It keeps amazing me that I regularly send items to the US and people pay 45+ dollars in shipping for a VCR.
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I had a similar issue a month or two ago. I called eBay, and they said that I wouldn’t be dinged on late shipment because of the open PayPal case. So, no worries there.
Eventually, I asked eBay to cancel the purchase so that the case could be closed. I had sold something to this lady before, and her new purchase was something I was happy to get rid of. However, she never responded to my questions regarding the PayPal issue, and I just wanted to get it off my account.
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