Sold item to hacker

[ames12345]

Hi there,

I recently sold an item for £100.00 on eBay. The buyer paid straight away and asked for the item to be sent to a different address. Sadly (and stupidly), I sent the item before realising I am not covered by PayPal protection as the item was not sent to the registered address on eBay.  I received notification the buyers account had been hacked and not to converse with them. 

I still have the payment made by the 'hacker' from the buyers account. My question is, will I be expected to provide a refund? I am aware I am not protected by PayPal but surely the poor buyer is? I haven't had any notification from eBay to provide a refund but expecting this may happen at some point? 

Advice please :). 

[*eponymous*]

Who sent you a notice?  The wording is not anything that eBay or PayPal would say.  If you did not get an eBay message or a PayPal email that you can connect to a case for unauthorized use, you fell for a phishing email.  If you clicked on anything in the email - a link, for example - you need to immediately change your passwords for eBay/PayPal, and any other sites where you use the same password.  Never click a link in an email under any circumstances.

I am not covered by PayPal protection as the item was not sent to the registered address on eBay.

The address on the payment is the shipping address.  It does not have to match eBay account information.  All you need is proof of shipping (not delivery, just shipping) to the address on the payment to win a case of unauthorized use.

[duchess-at-speakeasy]

This is the U.S. site. The rules on ebay.uk may be different, so you should pose your question on the UK boards.

However, the eBay registered address may not be a ship-to address. Only the address specified during checkout is acceptable. That's because many people have multiple addresses in Paypal and can select any of them. The eBay registered address may be the office of an accountant, business manager or attorney -- and surely not the place to send an order that requires delivery to a warehouse or is a gift for Grandma!

~~C~~

[ames12345]

Thanks for the message! 

We spoke through eBay and on text messages... the buyer gave me the address over text.  I then received messages from eBay saying the buyers account had been hacked. Still unsure though if the buyers account will be reimbursed by eBay as she is covered? Or if I am expected to send a refund? 

[thenobletuckylife]

Morning,

What a sick feeling you must have.

Since I am in the U.S. I can only tell you what my situation would be what happened to you happened to me so please make sure what the rules are there before you take my comments as gospel.

If this happened to me the problem would be over at paypal...not at ebay in regards to a charge back. So as long as there is no charge back and or case opened then things are still in limbo.

Typically if it is a hacked account an unauthorized claim is opened. From there Paypal expects you to provide the tracking number verifying you actually shipped the item 1st...and then also to the address THEY have on file.

If your tracking number is to a different address expect them to then remove/withdraw your payment unless by some miracle someone decides you have some other basis to keep it. Newer banking/commerce laws here in the U.S. give sellers very good protection for these kind of cases when we have followed ahead of time the guidelines that if ever needed kick in to protect us.

Once this situation arises though there is no way to go back and argue otherwise...i.e. I got these emails etc. telling me to ship this to a different address.

Once again this is what happens to us here in the U.S. and your banking/commerce laws may be very different.

Mr C

[penguins_dont_fly]

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@ames12345 wrote:

Thanks for the message! 

We spoke through eBay and on text messages... the buyer gave me the address over text.  I then received messages from eBay saying the buyers account had been hacked. Still unsure though if the buyers account will be reimbursed by eBay as she is covered? Or if I am expected to send a refund? 

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In the future ... no outside communication during the sales process. There is no reason for a buyer to have your cell number or to text you unless the item is Local Pick Up Only. And even then, it isn't necessary, just easier.

I put a business card in every package with my contact info. (Customer Service email, phone, all selling site URLs, business Facebook)They can contact me after delivery if necessary ... but not before.

You will (most likely) be providing the refund because you did not send to the address on the order ... And you have no messages in the eBay messaging system that prove that the buyer asked you to ship to a different address (which would only cover you on eBay (maybe), not PayPal)

[*eponymous*]

The eBay and PayPal rules are the same for this OP's issue.

[chrysylys]

How long ago did you send it? Have you checked with the shipping company to see if it can be recalled?