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We had a sale on TrueGether at the end of April, and the item shipped and tracking showed it arrived May 4. We received a message on 5/26 from the buyer through TrueGether where the buyer claims they were home and the item did not arrive and that they did not have it. We responded to check with their local post office and their neighbors since all tracking shows it delivered.
On 5/29 the buyer opens a PayPal Item not Received case, again saying that they were home and didn’t have the item. We submit tracking to PayPal and we message the buyer saying the same thing: tracking shows that it arrived, check with the post office and with neighbors. Buyer says that they were refunded by TrueGether (???) and this all feels like a scam. We message that it isn’t, that USPS is an independent third party to protect buyers and sellers of fraud, and that they can check our eBay feedback of over 6,400 with 99.9% positive feedback…we ain’t scammers. We even offered her a discount on a different item in our eBay store. We feel bad that this was stolen and want to extend the olive branch.
Well, after no communication, I contacted PayPal today to ask that it be closed since we sent tracking. The PayPal rep said that they needed proof of the address (receipt, copy of the label etc.)
… (I pause and blink while I process that statement)
He said the tracking wasn’t enough since it doesn’t have the address, just the city, state, and zip. I asked him if he really thought that we should keep pictures of all labels. He said that might be a good business practice.
…
I logged into Shippo while we were on the phone, downloaded the label, and sent it to him. He verified that the address matched the PayPal address and closed the case saying we were covered under Seller Protection through PayPal.
I did a little research:
On eBay we can go back 90 days on eBay to reprint shipping labels
On Shippo I can go back to November of 2017 (when we first started).
PayPal allows buyers to open a case 180 days after payment.Something to think about in terms of protection as a seller.
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Glad it worked out. I wonder if the issue is just that Trugether is a much lesser known platform. Paypal knows the eBay system much better (and I think the reps even have access to your eBay account).
We’ve never in ten years had someone do a Paypal chargeback beyond 90 days. But good to know about your situation.
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The concerning part for me was having to provide a label (or some other documentation) to prove the address. I really wish that the tracking would show that on the USPS side.
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Agreed. Im really surprised USPS doesnt include that info on the tracking. Maybe its for privacy since racking numbers are public?
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TSatt, I believe the PayPal rep was mistaken. I double checked and Proof of Delivery always has been and still is tracking that shows “…The recipient’s address, showing at least the city and state, or city and country, or zip/postal code …”. The “at least” part being the key term, no street name, house number, etc. required.
The quoted part is lifted straight from PayPal today, June 1st 2018
https://www.paypal.com/webapps/mpp/security/seller-protection -
Incompetent: I agree with you. I believe I had what the PayPal policies stated.
The concerning part was that he said it was up to the discretion of the rep if they wanted to have more information. I could have tried to push the issue and ask for a supervisor, but since I had the data he wanted, I chose the easier route with him.
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