Hi. I'm hoping someone out there can give me some advice on the below as I can't get my head around it but I am sure it isn't right...! I'll try to explain it as clearly as possible:
On 24/11/19, I was paid through PayPal for an item (a coat) I sold on eBay (£50 - the money does bother me but it is also just the principle!). The buyer is in the USA and paid through PayPal. No problems. The coat was in good condition, matched its description, photos on the ad etc.
I dispatched the item and that was that. Didn't hear from them again.
On 18/04/20, a case was opened on PayPal - note, not a dispute - a case. PayPal themselves state that if there are any issues, the buyer should contact the seller (me) to discuss, then open a dispute, then finally a case if it can't be resolved. This all according to their own guidance on resolutions. So my first thoughts were - how come this has gone straight to being a case without there being a dispute or even any contact?
The buyer has never contacted me directly, and there are no notes on the case details apart from an automated comment stating:
"The buyer reported that the item they received wasn't as described. After reviewing the information we received, we were unable to cover the payment in this case. However, we might be able to recover this from the buyer's financial institution. Once we file a case on your behalf with the buyer's financial institution, it could take up to 75 days to get a resolution. If we're able to recover the payment of £52.98 GBP, we'll refund the money to your PayPal balance."
On 21/04/20 I added my comments to the case - all I was able to do was submit this on the case page, where I basically stated that I disagreed with this since the buyer had not contacted me directly, not opened a dispute through PayPal or eBay, nor submitted any evidence whatsoever to prove that the item was 'not as described'. PayPal simply removed the 50 quid from my account with no warning and have said if they can get it back, they will, but can't make any promises.
Now my question is - how is any of this OK? My thoughts (or aghast comments):
- How can the buyer raise this after 5 months? Surely if there was an issue, they should have to contact me within a certain timeframe to resolve it? Even if the coat is now damaged, how can anyone know at this point whether it arrived like that or whether they've done it themselves? Should they not have to offer to return to the item to get a refund?
- How can the case be ruled in the buyer's favour when they haven't submitted any photo evidence, nor even written a single comment themselves? Neither myself nor PayPal have heard from the buyer directly - the case was simply opened and the money taken from my account. Should I not be able to discuss this and argue my case??
- According to PayPal, "this was a chargeback that was filed directly with your buyer's financial institution. That is why it did not go through the usual disputes process that we have here in PayPal." and "When the card company decides the case in the buyer's favor we cannot dispute the chargeback any further. If you would like to take action outside of PayPal we recommend you reach out to the buyer directly for further resolution, file complaints with various fraud organizations, or take legal action if necessary."
So I now have to sit and wait for the 'investigation' by Paypal, and if they do decide that the buyer 'wins' then I have no say in the matter and they just take the money. How is this allowed? Surely anyone could just buy something online, wait 5 months and complain to their bank that there was something wrong and get a refund... It is really bothering me that at no point have I been able to talk directly with the buyer (I sent them an email asking for an explanation/ways to resolve this but have obviously heard nothing back...) and PayPal can't talk to them on my behalf. Is it just me or does this reek of dodgy fraud? A silent anonymous buyer getting their money back without saying a word, submitting any evidence, bypassing the PayPal/eBay resolution centres completely and waiting 5 months to do it all? Is this wire fraud?
Does anyone have ANY thoughts/advice/experience on the above? I'm at a complete loss - it may not be a load of money but it's still money I wasn't expecting to just be taken from my account without any warning!
Thank you!
