PayPal Dispute. First Time Question

[jaybuilt1]

I shipped a parcel to France on March 20th, and I was emailed on Friday to let me know it hasn't arrived yet. I sent a polite note to the buyer explaining that I was sorry for the delay, and thanked him for his patience while he waited for his parcel, as although Canada Post lists Small Packet Air International as 6 - 10 business days for delivery (not including the date of posting) it may take longer to arrive due to customs delays. I also pointed out that because only business days are counted for delivery time that Friday (a holiday) was still only day 9.

He opened a claim on Sunday, and escalated it right away. I would like to give him a refund (as I will lose the PayPal dispute anyways), but I can't find anywhere to do so. I have insurance on the package, but I'm sure that will be useless as it will be bound to arrive soon - I've never lost a package before, and it has only been 11 business days.

I just want to minimize the damage and give him a refund, but for the life of me can not figure out how - it's no longer an option on the transaction page. I'm just pointed to the dispute, but I can't find a refund option there either...I really don't want a negative!

Thank you for any help you can offer.

[pjcdn2005]

I think you should be able to go to Paypal and open your dispute console and do it from there.

Or, I''m not sure if you are supposed to do it this way when there is a dispute, but just click on the buyers details in paypal and there is a refund button about half way down.

[craftycatsattic]

The refund button moved but is still there. It's under the net amount on the transaction page on Paypal.

Sounds to me like foul play on your buyer's part. Your buyer is not giving you any wiggle room or benefit of the doubt even though they still have many weeks before the dispute deadline is up. Anyhow do what you think you must do and don't forget to put this one on your BBL.

Also why do you think the insurance will be useless? There is no tracking on small packet. Nobody can prove anything and Canada Post should refund (although the process can be lengthy if you file the claim as a business).

Good luck!

[jaybuilt1]

Yeah, it's really frustrating that he filed a claim so soon - then choose to escalate it immediately so I couldn't even try to reason with him, or try to explain that it was only 1 day late...

I was hoping that it was just a language barrier, but his emails to me seem very well typed. Oh well.

From my understanding giving him a refund will "look" the best to Paypal, since there is no way I can win the dispute anyways.

I thought my insurance might be useless because I was under the impression that the receiver had to co-operate with Canada Post as well, and I just don't see that happening on his end. And if it did eventually arrive, he would tell them it did...I'm not sure exactly how it works, as I've never had a claim before...

Thank you for all the help!

[cottonwoodindustries]

I am sorry, am I missing something....

First thing I do, is answer the escalated dispute.Explain that it has been only 9 business days. I would say that you are going to get in touch with the post office, phone Canada Post, they will take down all the info and then email your buyer that you have done this. The PO will say you can not put in a claim for 45 days, at which time you explain that to the buyer.

I deal with International buyers all the time and one thing, I have only refunded once after 45 days. Most buyers are very understanding when you keep them in the loop.

And keep in touch with the claim and buyer. Don't assume you are going to get a negative feedback, if you do not give them a refund because they could give you one anyway, no matter what you do.

[dipmicro]

I thought my insurance might be useless because I was under the impression that the receiver had to co-operate with Canada Post as well, and I just don't see that happening on his end. And if it did eventually arrive, he would tell them it did...I'm not sure exactly how it works, as I've never had a claim before...

Thank you for all the help!

I doubt CanadaPost contacts receivers. If buyer is honest, he will pay back. If he is not, he would not tell anyone, CanadaPost included, it arrived - so he will claim not received.

Do not pay attention to CanadaPost claims, I generally advice my customers 2-4 weeks and 2-6 weeks for Italy and Brazil.

[jaybuilt1]

I am sorry, am I missing something....

First thing I do, is answer the escalated dispute.Explain that it has been only 9 business days. I would say that you are going to get in touch with the post office, phone Canada Post, they will take down all the info and then email your buyer that you have done this. The PO will say you can not put in a claim for 45 days, at which time you explain that to the buyer.

I deal with International buyers all the time and one thing, I have only refunded once after 45 days. Most buyers are very understanding when you keep them in the loop.

And keep in touch with the claim and buyer. Don't assume you are going to get a negative feedback, if you do not give them a refund because they could give you one anyway, no matter what you do.

I have no where else to respond in the claim box...it sees that PayPal responded for me automatically. This is what I see:

Status

The buyer reported that they didn't received their merchandise. Because you used PayPal shipping, we have this shipping information on file:

* Shipping company: CA Canada Post
* Tracking number: 7210029019230134

What happens next

We shared this shipping information with the buyer and asked whether they would like to continue with this claim. The buyer's deadline for responding is Apr 7, 2010.
Supporting documents

Files (0)

You haven't submitted any files.

Faxes (0)

You haven't submitted any faxes.

Notes to PayPal (0)

You haven't submitted any notes to PayPal.

View dispute comments

* 4/4/2010 15:51 GMT-04:00 - PayPal: Buyer escalated this dispute to a Claim.
* 4/4/2010 15:51 GMT-04:00 - Buyer: tjs rien recu
* 4/4/2010 15:50 GMT-04:00 - Buyer: je n'ai tjs pas recu mon objets

View case history

* Apr 4, 2010 - PayPal: Seller provided proof of shipping
* Apr 4, 2010 - PayPal: Email sent to seller
* Apr 4, 2010 - PayPal: Email sent to buyer
* Apr 4, 2010 - Buyer: Temporary hold placed on funds until case is resolved
* Apr 4, 2010 - Buyer: Dispute escalated to claim
* Apr 4, 2010 - Buyer: Dispute filed
* Apr 4, 2010 - PayPal: Email sent to seller
* Apr 4, 2010 - PayPal: Email sent to buyer
* Apr 4, 2010 - Buyer: Dispute filed

-------

It shows I haven't sent any notes, but leaves me no where to do so. I've looked over the entire page to find a place to submit notes to the buyer/PayPal. The status shows "Awaiting other party's response"

So I emailed him through eBay assuring him that the package was fully insured, and that mail service to France is very reliable, but customs/weather/other delays can happen (this is after the claim...he received a similar email before the claim was filed, which I also never received a response to). I called Canada Post as well, but they didn't take any information from me...she just told me to call back May 4th, as that was the earliest they could do anything. I let the buyer know that after that date I would be happy to fully refund him, or send a replacement via Xpress Post at my cost...but no answer 😞

Sorry for my lack of experience

[cottonwoodindustries]

"I called Canada Post as well, but they didn't take any information from me...she just told me to call back May 4th, as that was the earliest they could do anything. I let the buyer know that after that date I would be happy to fully refund him, or send a replacement via Xpress Post at my cost...but no answer 😞 "

This is normal, so I email the customer with the update that Canada Post is aware of the issue (you called, customer doesn't need to know that they didn't take any info), let them know that Canada Post wants you to call them back May 4. and they are looking into the situation. (Customers do not know whether or not that Canada Post checks anything). I have called paypal about disputes many times, call their 1-800 number and they will walk you through the dispute.

"Sorry for my lack of experience"

Do Not feel sorry that is why we are here.

"I doubt CanadaPost contacts receivers"

Yes they DO, I have had several that they would get back to me that the customer received the item, the date..etc. But my customer usually lets me know it came...and the dispute is closed.

[coxengines]

We average aprx. 2 “lost-in-the-mail” per month and this is what we do:

“Friendly” customers we ask to wait 4 weeks, after which we resend the merchandise if not received by then. On day 46 after shipment we contact CP and file a claim.

The odd buyer that files a PP claim, we first add to our BBL. Then, we respond via PP, explain the situation and issue a refund at the same time. On day 46 after shipment we file a claim with CP.

We have never been denied a claim. CP is a major “customer” of ours. The way we see it is that we sold the same merchandise 2x and received full payment 2x 😉

Stopping short of saying that lost packages are great for business (unhappy customer is the one downside) but, hey, we don’t see this as too much of an issue.

Once that you get used to the fact that “lost” is just a part of doing business, it becomes a routine (and profitable) thing.

Bernie

[dipmicro]

You cannot add comment or refund because:

* Apr 4, 2010 - PayPal: Seller provided proof of shipping

[surplusdealdude]

I's wait this out to see what the buyer wants to do next.

THEN consider your options.

The buyer might even get the parcel in the meantime.

[jaybuilt1]

Well, that was fast.

"After careful consideration of the evidence provided in the case detailed
below, we have completed our investigation and decided in favor of the
buyer. Under terms of our User Agreement, we have debited the following
amount from your PayPal account as a refund to the buyer: "

Apparently PayPal agrees that it should take less than 3 weeks for a parcel to get to Europe.

I really wish sending a parcel there with tracking wasn't so expensive, in most cases more than the items themselves.

Thank you for all the suggestions!

[marcopoloca]

i am not surprised with the "decision" by paypal.

two months ago i filed a not as described claim with paypal, and despite tons of pictures showing it was not what i purchased (the picture had hugo boss on it, the one i received does not); and spent hours faxing them back and forth (they do not allow email submission of pictures!); i was denied of my claim.

just today i spent 1 hours and 45 minutes holding one the phone from Phlippines (ebay out sourced "support") to matter not able to resolve.

paypal SUCKS 😞 big time!!!

Well, that was fast.

"After careful consideration of the evidence provided in the case detailed
below, we have completed our investigation and decided in favor of the
buyer. Under terms of our User Agreement, we have debited the following
amount from your PayPal account as a refund to the buyer: "

Apparently PayPal agrees that it should take less than 3 weeks for a parcel to get to Europe.

I really wish sending a parcel there with tracking wasn't so expensive, in most cases more than the items themselves.

Thank you for all the suggestions!