need help on paypal item not as described claim

[trophyj]

Hello:

The ebay transaction was made 3 months ago in 01/2019.  not big deal, $65

Today I first got an item not received escalation in paypal, then after 1 hour, escalation became an item not as described claim. Buyer message "item was not what I ordered".

Now paypal gave me these options:

full refund with return,   partial refund,   disagree and provide more information to paypal

What is best strategy to protect me from this fraud?  Can I just give serial number, packing picture and USPS tracking to paypal, this is way out of ebay return policy and how much chance I will be covered. 

Thanks community

[this*old*attic]

I’d upload anything you have into the resolution or dispute center or whatever they call it.

Some info is better than others, but it’s important to respond.

I’ve seen people lose because they pretty much just say “buyer is a scammer” but upload nothing.

[trophyj]

yeah, I will for sure give paypal all the details

[fashunu4eeuh]

At this point in the game, there is little you can do to insure against fraud. The time to assess your risk tolerance is prior to listing the item. 

But this claim is a Not As Described case and your next move should be to state “return for refund”. Since the buyer opened it in PayPal, the buyer must pay the return shipping. You didnt give the details of why the buyer is returning, what kind of fraud are you suggesting?

[trophyj]

here is the details, not a lot:

buyer did not contact me. buyer directly opened not as described case, gave reason "the item received was not what I ordered". Buyer never say he/she want to return.

I am curious what will happen if I pick full refund but buyer need to return. will paypal directly refund and leave me alone to deal with buyer for the "return" ?  Or paypal will monitor the entire return process?

[myjunqueyourtreasure]

You don't hit refund at ALL. You ONLY select RETURN for Refund.

When you get it BACK is when you refund and not before.

[city*satins]

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@trophyj wrote:

Hello:

The ebay transaction was made 3 months ago in 01/2019.  not big deal, $65

Today I first got an item not received escalation in paypal, then after 1 hour, escalation became an item not as described claim. Buyer message "item was not what I ordered".

Now paypal gave me these options:

full refund with return,   partial refund,   disagree and provide more information to paypal

What is best strategy to protect me from this fraud?  Can I just give serial number, packing picture and USPS tracking to paypal, this is way out of ebay return policy and how much chance I will be covered. 

Thanks community

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Did the buyer state what was received instead of the item ordered?

I'd be careful about taking a boil-the-ocean approach to responding to the dispute.  Reviewers' eyes tend to glaze over quickly if too much information is provided.  You can easily confound them with a lot of detail that they mistake for obfuscating.

For instance, if the buyer ordered a frying pan and says he got a toaster, there's not much percentage in providing a lot of info about the serial number of the frying pan....likewise if the buyer is saying he received the wrong item, there's not a lot of benefit in providing proof of delivery.

First question is what the buyer is saying was received vs what was  ordered.

[trophyj]

You mean this option of respond: "I will issue a full refund, buyer must return the item"

[trophyj]

buyer gave single sentence, not mentioning anything in details, did not say what he receive either.

I am not sure what you are suggestion, though

[myjunqueyourtreasure]

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@trophyj wrote:

You mean this option of respond: "I will issue a full refund, buyer must return the item"

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Yes.

[ittybitnot]

this is way out of ebay return policy and how much chance I will be covered. 

PayPal's return period is 180 days and could even be longer if the payment was funded with a credit card.  

If you select "refund after return"  the good news is:

Buyer will have to pay for return shipping

Bad news is:

Just like ebay, it won't matter what is in the parcel that is returned. 

[daw365]

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@trophyj wrote:

Today I first got an item not received escalation in paypal, then after 1 hour, escalation became an item not as described claim. Buyer message "item was not what I ordered".

Now paypal gave me these options:

1. Full refund with return, 

2. Partial refund, 

3. Disagree and provide more information to paypal

What is best strategy to protect me from this fraud?  Can I just give serial number, packing picture and USPS tracking to paypal, this is way out of ebay return policy and how much chance I will be covered. 

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PayPal has no seller protection for SNAD @trophyj as only INR and Unauthorized are covered. So proving delivery (buyer no longer disputes delivery) or uploading documents is not useful due to PayPal's no seller protection for SNAD policy.

Instead, click 

1. Full refund with return

and then go silent; do not reply, and do not escalate. PayPal will make the decision if the buyer escalates before the 20-day deadline to escalate the SNAD dispute.

[calntom]

Maybe a 50/50 chance of the buyer actually following through with the return when they find out they have to actually send something back and pay for the shipping.

[city*satins]

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@trophyj wrote:

buyer gave single sentence, not mentioning anything in details, did not say what he receive either.

I am not sure what you are suggestion, though

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I guess what I'm saying is that if the buyer doesn't say what he received, and the claim is handled without the buyer being asked to say what he did receive, then the buyer can send back anything he likes, including an old hammer from his garage.

In the absence of a statement from the buyer what he received instead of the item you sold him, even if you can prove that the buyer returned a hammer, after-the-fact the buyer can say "Well, that's what I got, a rusty old hammer, so that's what I returned."

How can a seller respond to a complaint that has zero specifics?

Personally, I'd phone Paypal and ask them to assist you by insisting that the buyer specify what the actual complaint is and what item he received instead of the item he purchased.

Even Paypal understands that a seller can not provide a defense to an unstated complaint.