Help Please with a Bad Buyer

[kate_lily]

Buyer purchased item. Buyer received item shipped via ebay with tracking. After receiving, buyer asked if I had more of a certain puzzle brand, which I don't. She then filed Unauthorized Purchase Claim with paypal.

I thought the USPS Priority Tracking purchased thru eBay would be enough proof, but it isn't.

What to do?

Thank you. 

[reallynicestamps]

Did you upload the tracking number to the Paypal dispute.

It seems that they use that Proof of Delivery as their method of confirming that the purchase was authorized.

You can, even if you have a No Returns policy, demand the return of the "unauthorized" purchase before refunding.
Paypal, btw, insists that the complainant pay for tracked return shipping.

And yes, that does seem to end a lot of specious claims quickly.

[luckythewinner]

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@kate_lily wrote:

I thought the USPS Priority Tracking purchased thru eBay would be enough proof, but it isn't.

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The mere existence of tracking does not magically protect you.

You must be diligent about providing the tracking information to PayPal in the correct way and in a timely manner. 

[48hrs-clothing]

First of all I am sorry that you are in this unpleasant situation.

Not too much to worry about.

Claim is opened in Pay pal as " Unauthorised payment" commonly referred to as Charge Back.

This means the legitimate owner of  Credit card has advise their Bank or Credit card issuer that they did not authorise this charge. This could be a fraudulent claim and equally a genuine claim as any member of your family using your card is deemed unauthorised if you claim as such and her card or bank details could have been hacked and used by Criminals. None of this should concern you as you have acted in good faith and Shipped when told to by eBay

You simply upload a copy of postage label you used to send the item (You should be able to get a copy from your postal service provider) and in comments simply put item delivered on MT/DD/YEAR.

You are done as you have fulfilled Pay pal's seller protection requirements that you DELIVER ( Not only send) the item to address shown on that payment.

Pay pal will then send that information to the Bank or Credit card issuer who started this case and some weeks later this should close without any one taking any money from you.

If claimant is genuine then their Bank, Credit card issuer or even Pay pal will refund without any impact on you. Some one some where is acting dishonestly and all Banks, Credit card issuer, Pay pal and eBay already know and accept is that it is not You.

Hope this gives you some clarity and comfort.

[jonathankirkland]

Hope it goes without saying but I would block that buyer just to be safe.

[a*river*runs*through*it]

I've had the same thing happen to me. My buyer paid through Paypal with a credit card. When she got her CC bill she did not recognize the charge because the credit card company listed the seller as the initials of my Ebay ID: ARRTI. I contacted my buyer and asked her what it showed on her CC statement for whatever the amount of the purchase was and she told me it just said ARRTI. I said "That WAS the purchase you made from me. That is just the way your cc shows my Ebay ID"

She said she felt like a fool and immediately called Paypal and her CC company and canceled the unauthorized claim and dispute. All was good.

You might try asking her about it through an Ebay message. It might jog her memory like it did for my buyer.

[kate_lily]

Yes, the tracking info was in PayPal since the day it shipped, and I uploaded a screenshot with the tracking number and delivery confirmation. I also uploaded a screenshot of her email asking for more puzzles. She is still contesting the claim. 

[a*river*runs*through*it]

Have you tried my idea? Asking her if she paid with a CC and if she is disputing it because she doesn't recognize the name on the CC statement?

[kate_lily]

Yes! She said she didn't file an Unauthorized Charge claim. She said paypal generated the claim on their own without her knowledge. 🤷‍♀️

[a*river*runs*through*it]

That  doesn't make any sense to me.

[kate_lily]

Exactly, makes no sense to me. I'm dumbfounded and no idea what to do next. I would think the Proof of Delivery to her address that MATCHES the PayPal account address would be enough. Plus the email of her asking for more puzzles. 

PayPal said someone else (a relative) could have made the unauthorized purchase, and they are refunding the money. Complete **bleep** to me.  Now they have my merchandise and a full refund. 

[kate_lily]

Finally got an answer. She canceled her credit card after making the purchase. She only "figured it out" after other sellers started contacting her, as I did.  🤦‍♀️

[a*river*runs*through*it]

So the buyer was at fault then and later realized her mistake? Did you get your money back then?

Am I correct about that?

[kate_lily]

Unbelievable! I had tracking number and proof of delivery AND email from buyer acknowledging receipt of the puzzles. PayPal ruled in the buyer's favor. I'm out over $100+.

[a*river*runs*through*it]

Did you provide all this info to Paypal? I'd fight like hell for that money from them. The buyer should also contact them on your behalf.

Did she ever tell you why she cancelled the CC?