scammed by a buyer

[cathyn518]

Last month, I sold a Tiffany necklace, the necklace was in pristine condition, wrapped carefully and shipped. Buyer said the necklace was damaged, she snapped the chain and pulled the ring off the back so that she could return it as damaged goods. I called Ebay Customer Service and they saw the pictures and advised me to give her half a refund (50.00) I did and EBAY closed the case,  Once I got the necklace back and took it to a jewler, It cost 78.00 to repair it. It looked like they took a pair of plyers to it. Today I got notice from Paypal that  she opened a case for the balance of money (49.95)  There is no message from her just the request. I have sold on ebay for over 10 years and have never had a problem with a buyer that I could easily resolve. I am just furious about this though! Costumer Service at Paypal said that if it gets escalated, I will have a chance to present my case. How could eBay close this case and then have Paypal open it? Any advice would be so appreciated. From my understanding from what I read on the forum, Paypal always sides with the buyer. I will never sell anything of value on eBay again.( I just took a Gucci bag down,)  Any advice would be so appreciated although I do not have much hope that this will be delt with fairly

[emerald1830]

Call Paypal asap...

[mr_lincoln]

@emerald1830I have to agree with @cathyn518 ,  call PayPal immediately and explain the Buyer processed an official claim with eBay and it was officially closed in your favor because of the damage caused by the Buyer.  I have to agree with you that once a claim is finished in eBay that PayPal should block all claims, they are after all JUST the payment processor, NOT the venue and if the venue THEY are processing payments for makes a final decision it should indeed be final.  The other thing that you may not be aware of is that eBay can and has issued Buyers courtesy refunds in situations where the Seller only gives "X" amount back and eBay gives the rest back ... friends just had this happen on one of their items set for Free Returns where they only gave 1/2 the $$ back for good reason, eBay closed the claim in their favor while on the phone and eBay gave the Buyer the rest but advised the Sellers they would be "watching" the Buyer's future activities ...

[cathyn518]

I did, I was told that if she escalates this to a claim, I will have a chance to respond. Also, he said that if she doesn't escalate it in 17 days, the case will close. I don't feel reassured by either of these options. Should I escalate this to a claim?

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@emerald1830 wrote:

Call Paypal asap...

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[albany_sellers]

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@emerald1830 wrote:

Call Paypal asap...

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Sure would be lovely if eBay would do something about buyers who pull this kind of garbage instead of looking the other way while they scam 20 more sellers.

[emerald1830]

I agree 100 percent...all this mess was after they Ebay and Paypal divorced...the children (sellers) suffer...I'm not calling the sellers children, but you get my drift...

There's no criss cross of communication between the two and it hurts sellers..

[emerald1830]

 had typed up a lot more to my post..I have no idea why it was cut-off...Mr. Lincoln posted a great follow-up..

Maybe one of the blues here can suggest what to do..

[mr_lincoln]

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@emerald1830 wrote:

 had typed up a lot more to my post..I have no idea why it was cut-off...Mr. Lincoln posted a great follow-up..

Maybe one of the blues here can suggest what to do..

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The only way the "blues" will get involved is if you "loop" them in to your thread by using the "@" symbol and their eBay ID ... I know they would not hesitate to give some advice on the situation ... they do not mind being brought in to situations like this as they are so rare.  But if this double claim process is the shape of things to come then they might be able to influence the process.  It sounds to me like you had the item set up for Free Returns which allowed you to avoid a full refund ... THAT tool, Free Returns, was specifically designed to give Sellers some form of protection in cases of obvious blatant abuse.  When it first came out Sellers cried out that they would see MANY more returns then normal ... I don't think that has happened ... I have slowly added it to more and more items, covering higher priced and higher weight items on a more regular basis .... have NOT seen any huge increase in returns in the categories we sell in.

Anyway, I sincerely hope the PP claim is decided in your favor ...

[dentalsales4u]

From my understanding when I had my first return that was damaged.
I made a deduction from the refund for the damage.
eBay told me that if the buyer complained, eBay steps in and makes the buyer whole.
You buyer needs to contact eBay, NOT PayPal.

[mtgraves7984]

I had a buyer request a return on a new Versace ball cap, citing 'Not As Described'... eBay found in my favor and closed his request. A week later, PayPal debited my account $100 and shot it to the buyer. I called PP immediately as I thought it was unfair that they had overridden eBay's decision, plus I had received no messages that he'd opened a case with them. PayPal did return my cash (since I had not been notified), but the buyer had both the cap and his $100 back... paid out of a pool that we all donate to, I suppose. Sorry, y'all.

[ittybitnot]

 How could eBay close this case and then have Paypal open it?

That is how it works now.  Used to be if a buyer "lost" an ebay case, that was basically the end of the story.  Now a buyer has up to six months to file with the Pal, and more time than that to dispute if it was a credit card purchase. 

eBay knows this, they just don't care to mention anything beyond their "own" policies that will serve to aid the buyer and ensure the seller takes the monetary loss.  

[corvettestainless]

You can call paypal and explain this was already opened and closed by ebay, why it was closed etc. They will close it also, right away. I've experienced this first hand. Even though they have 6 mos. they will work with legit sellers. 

[cathyn518]

NO, I wish that Paypal would close it but they said she has 20 days to escalate it and if she does, she will get her money back I could cry. I hate eBay right now

[fashunu4eeuh · Accepted solution]

Hi @cathyn518 As a top rated seller, you have new rights here. Ebay instituted stricter protections for TRS when refunding a return. You have a right to refund only half the funds when a buyer damages an item. Ebay is supposed to take care of any open cases stemming from this issue. What the policy doesn't say is how to handle such a case as yours. Since the buyer moved to use PayPal's Buyer Protection program, I am not clear on the next steps, but I would call eBay and ask if they assist with all open cases, including PayPal, or not. Then would contact PP and notify them you already won the eBay case. Below is the link to the policy:

https://pages.ebay.com/seller-center/seller-updates/2019-fall/seller-protections.html

"When you issue a refund for an item that was returned after it was used or damaged by a buyer, and you have a track record of delivering on your service promise, we’ll give you the ability to protect yourself. Top Rated Sellers can deduct up to 50% of the refund to recover the decreased value of the item. If there are any issues with buyers that may negatively impact you, we’ll take care of them by removing any negative and neutral feedback, defects, and open cases in service metrics."

[ittybitnot]

 Top Rated Sellers can deduct up to 50% of the refund to recover the decreased value of the item. If there are any issues with buyers that may negatively impact you, we’ll take care of them by removing any negative and neutral feedback, defects, and open cases in service metrics."

Notice they do not mention any MONETARY issues the seller would suffer as a result.  Personally, I would rather have my money than worry about feedback and a metric ding.  I am supposed to be thrilled in only to be required to fork over $500 for the $1000 sale when I get back an empty box?  

Then I get a PayPal claim for the rest?