Paypal case open, item delivered but missing

[neoncrazy101]

Hey all, I had a customer open an ebay case on me this week for an item that wasn't delivered. Tracking shows that it was delivered a day ahead of schedule.  Contacted EBay and the case was closed in my favor since it shows delivered.  Now PayPal is saying a case is open against me. The message from the buyer states the item was stolen from their porch and wants a full refund.  How should I proceed with the PayPal case?

[orangehound]

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@neoncrazy101 wrote:

 The message from the buyer states the item was stolen from their porch and wants a full refund.  How should I proceed with the PayPal case?

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You upload the tracking number to the case, and (like eBay) PayPal should close it in your favor.

Buyers must accommodate a safe place for delivery of a package.  Theft from a residence is a matter for the buyer's home-owner's insurance.

[neoncrazy101]

Do I need to call PayPal or just fill out their form on the claim?

[neoncrazy101]

UPDATE:  The buyer just messaged me stating that the package was at his neighbors house but now he wants to return the item.  Reason he is giving is he doesn't need it anymore because he went to the store and bought it.... Stated that he needed the item right away and due to this delay he went and bought one at the store.  Funny thing is, 5.29.20 was the Ebay estimated delivery date so he shouldn't have been expecting it any sooner.  Now I'm torn on breaking my "No returns" policy or making an exception.  My fear though is that he will then try to return it saying "Item not as described" at which point I'll have to accept, pay the return, plus original price... blah, people lol.

[simba6]

Another one of those days/buyers.  Takes the fun out of selling.

[klhmdg]

I think once the buyer has filed an eBay case and lost and then files a PayPal case, when you put in the tracking and PayPal closes it, the buyer can not open another case.

I would upload tracking and call PayPal so it can be closed in your favor. Then I would add this buyer to my "favorites" list. 

[neoncrazy101]

Indeed.  I'm "chatting" with Ebay right now and they seem to reassure me that if they try to send it as SNAD then it would still work in my favor and not be forced upon me.... I somehow don't believe that but oh well.

[fab_finds4u]

I would tell the buyer you don't accept returns because they bought another one, however,  you're willing to take it back, to please return it and when you get it back you'll refund their money minus the original shipping.