Seller Protection Fails and will not protect you for any claim case on PayPal

[superbsupply]

I had a buyer purchase a large lot of 55 thermometers in March. Then open a return  case.  Money was held in PayPal for months. Customer never sent any return. Ebay finally deceided the case in my favor. Money was released . This is exactly what Ebay told me "You don't need to do anything else." May15 . Month goes by then out of the blue the money is removed on June 7 from my account and refunded to the buyer.No notification from Ebay at all just negative PayPal balance I contact eBay customer support they tell me a case was started in PayPal . I say what are you talking about. How can the buyer do that the case was settled in my favor. I am told again to contact PayPal. I do they say the buyer filed a case against me.  I did not reply so they refunded the money to the buyer and no you waited to long to reply and we can do nothing for you. Didn't you see the Email they told me? I do not regularly open all my email from PayPal as there are so many most for just postage or ebay fees. Do you open every one? Ebay will take no responsibility at all I am out of luck seller protection doesnt protect you from PayPal false claims by buyers at all !! Has anyone else had this experience. I had no idea a buyer could even open a claim in PayPal over a Ebay case determined against them !

[frodobagginskennedy]

so sorry you do not keep up on the policies.  They followed all protocols

[bill.purvis2012]

Sounds so unreasonable. I guess EBAY and Paypal aren't working together.  What I would do is to send message to the buyer and tell them their money was refunded and the only honest thing for them is to return the merchandise. Perhaps, that will appeal to their honesty.  

[koinonia215]

Ebay doesn't and won't take responsibility for what happens in PayPal- they shouldn't. A person can open a case in ebay and when that is closed they can open a case in PayPal, which is what happened to you. This has been happening for years. It isn't ebay's or PayPal's fault that you didn't respond to the open case or read your email from them. I am sorry this happened, but at this point I don't think you can do anything about it unless you want to try to sue the buyer in small claims court.

[sextons-sweet-deals]

Sounds like they must have opened a case in both eBay & PayPal and you missed the PayPal message. 

Sounds like buyer was working you. Probably not the first time they have done this. 

I had a person request a return in eBay and I proved they were wrong and refused the return. I won!

About a month later, I receive a notice from PayPal that the same person opened a case and claimed "unauthorized purchase on his credit card". I told PayPal the issue with this person and now they are comitting fraud. I was protected per PayPal seller protection. I don't know if they got their money back or not from the C.C. company. I did add them to my block list. 

[vintagecraze50]

When Ebay and PP are involved it is double trouble for a return case. Buyers simply go to the funding source and do chargebacks. When they do chargebacks and you do not catch those cases, PP allows them to keep the item and the money.

[casimishop]

Hi and thank you for this awesome topic. I had the same issue. I have send the refund to the client that opened a return case. they received the refund but are not sending the item back to me. I am so focus on keeping my 100% status positive on ebay. I have send messages to the buyers and I have not receive any answers, either tracking number. I love ebay. I like the way they try to help you as an individual that is serious about this business. but I think that any recommendation that we can give ebay will help them and us to find the way to fix it.   

[disneyshopper]

they received the refund but are not sending the item back to me. 

You NEVER refund until you get the item back.  Once the buyer files a Returns Request, you accept and provide a prepaid return shipping label.  Buyer sends the item back.  Once tracking shows DELIVERED, you have 5 days to refund the buyer.  You get the FVF reimbursed.

[stuff4divas]

As the other poster said, ebay and PayPal are 2 separate companies and do not, and should not, take responsibility for each other.

It's common for scammers to open an ebay case and if they don't win, they open a PP case.

Keeping up with everything when you are running a business is crucial, especially when scams are only rising.

[rainbowcolourz]

File a complaint with the police with the name and buyer address... you probably won't get your item back but the buyer will be known to police (after all he's stolen your products).

[stuff4divas]

Did you research to find out if you can appeal PP's decision?

[riverbanklane]

remember ebay does not care about its sellers only about its profits you must treat them likewise de careful as they will scam you every time

[ehn_65]

Well, that is a painful lesson for you... one I was about to have it handed over to me also.  My case was similar where a buyer raises a claim against an order (after the order was delivered). 

First the buyer tries in eBay and I react to the e-mail (that sounds so casual) and eBay gives me the case and the case against me is dropped. So, I think I win... but I don't yet.

Then the buyer goes to his Visa company and raises an Unauthorized transaction case, Visa talks to PayPal AND!!! PayPal sends a message PLEASE BE AWARE OF THIS!!! The message sounds casual and they even say in the message there is NOTHING YOU NEED TO DO, when in fact you HAVE TO!!! PayPal sends a message that a buyer raise and Unauthorized transaction issue and what do you know? I check my PayPal Resolution Center and there it is, the transaction is waiting for my (the seller) feedback. 

The eBay and PayPal system is built and outdated in terms of security... and seller protection... so much so that every time I sell something on eBay I get the hibbie jibbies wondering if on the 12th hour I get a message along the lines of "unauthorized transaction".

[ehn_65]

A bit outside the subject (but somewhat linked). The sellers on eBay trade based on a simple assumption: buyers are honest. The tools we (as sellers) have on eBay are almost reduced to the feedback the buyer has. We have NO access to any cases opened against buyers, we have NO access to find out what protection is the buyer account on (e.g. 2 step verification, authentication app, etc). We are expected to send stuff asap without any time to do due diligence because "eBay did that". Why not next to antiquated colored STAR next to the user name doesn't eBay provide a few more icons to say:
- padlock icon: user has 2 stage verification
- authy icon: user is using authentication app to login
- phone icon: user allows buyers to contact them directly to confirm purchase (AND THE PHONE NUMBER CAN NOT BE CHANGED FOR ANY ACCOUNT)
- tick icon: user is verified by eBay
- and so on and so forth...

Things would go so much easier if this would be implemented.

[dbfolks166mt]

Well maybe you have five days. I just had an item returned and eBay automatically, without any prior notification to me, and within a period of 2 hours of the item showing up as delivered to me, automatically refunded the buyers money. FYI since they did the refund I do not get the FVF back either. For eBay it's all about the buyers not the sellers.