Unauthorized Transaction: Proof of Delivery?

[headlightmorningglow]

I received an email this morning stating an item I sold last week was being disputed due to an authorized payment.

I have sent an email showing proof of shipping with tracking number. The item was delivered but did not require signature and the item was over $325.

Do I still qualify for seller protection?

[reallynicestamps]

The item was delivered but did not require signature and the item was over $325.

I was under the impression that Signature Confirmation was required for Seller Protection when the amount was 250USD or over.

Start by contacting the buyer of record, through the case, telling her that the item was shipped on (date) by (shipping service) with the transaction number (from the Canada Post or Paypal invoice).

Then ask that when the item arrives that she return it without opening it.

If there was anything memorable about the package, mention that. For example you used fancy Christmas tape or lots of postage stamps. Or the PP label said "purple people eater doll $9.99"

You are telling the buyer that you have good records, implying that you can prove delivery, and being helpful about identifying the parcel. You are also stroking her by implying that the error (?) was not hers and that you want to help her resolve it.

Also state that you will refund in full when you recieve the item back.

I hope that the address you mailed to was from the Paypal site and not eBay. That gets sticky.

[headlightmorningglow]

Thanks for the feedback. You're right, the amount for signature requirement is $250.

However, this isn't a case of an undelivered item, but rather, the Paypal user claiming the payment was unauthorized. It appears that the 'buyer' used someone else's eBay and Paypal account to make the purchase and ship to his address.

[pjcdn2005]

You're right, the amount for signature requirement is $250.

The way I understand it, if the item was purchased while the buyer was on .ca site, a signature is not required until C$325.

However, for an unauthorized transaction, proof of delivery is not required if you have proof of shipment. I am not sure, but I would think that in this case you don't need a signature because proof of shipment should be enough.  But as I said...I'm not positive about that. The best thing would be to phone Paypal and ask them.

[marnotom!]

Proof of shipment is sufficient so long as the information contained with the shipment information includes the address on the PayPal transaction details page.

Since most mailed shipments don't have that information, PayPal accepts proof of delivery with that information instead.

[pjcdn2005]

Proof of shipment is sufficient so long as the information contained with the shipment information includes the address on the PayPal transaction details page.

If the service doesn't have delivery confirmation then a receipt showing that postage was purchased isn't proof of shipment as you say. But if there is delivery confirmation on the parcel, the first scan is proof of shipment even though there is not an actual address on any of the electronic scans including the delivery scan, only the name of the city.

[chitchatsexpress]

Not sure if this will help you or not.

If you used endicia to print the postage, you can log into your account on endecia and print the shipping info from there.

That will give you the address shipped to and any tracking done by the USPS and should meet the requirements you need.

[pjcdn2005]

I didn't think that we could use endicia to print Canada Post labels.

I realize what the Paypal user agreement says about the Paypal address being used but I was under the impression that Paypal doesn't require the total address on the online shipping or delivery confirmation...just the city. If they did require the address, that would mean that there would be no point to Canada Post users having delivery confirmation as I don't remember ever seeing a full address on the info.

However, anytime I've had a claim for non delivery or unauthorized transaction, I've used Paypal shipping so they obviously could see the address in that situation.....so perhaps others have had a different experience.

[rose-dee]

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@headlightmorningglow wrote:

Thanks for the feedback. You're right, the amount for signature requirement is $250.

However, this isn't a case of an undelivered item, but rather, the Paypal user claiming the payment was unauthorized. It appears that the 'buyer' used someone else's eBay and Paypal account to make the purchase and ship to his address.

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You should probably maintain frequent contact with Paypal on this situation.  

I'd be interested to know how this whole thing turns out for you.  Please leave an update here once it gets resolved one way or the other.  

[andrea7335]

I received to same type of email from Paypal on Dec. 24, saying there was claim open due to a possible unauthorized transaction. The email said if the item had not been shipped, I should not ship it until Paypal had investigated and resolved the issue.

I called Paypal and the representative explained that the "system" (computer system, I suppose) has a number of checks to detect unauthorized transactions. My sale failed to pass one or more of the checks. As a result, Paypal is investigating to determine if, in fact, the transaction was authorized or not. The investigation would take about 10 days.

The Paypal rep said the buyer had not contacted Paypal or complained, just that "the system" triggered the action.

Not sure whether the rep was well informed or not, or whether they actually looked at my particular case, but it's interesting, for sure.

[headlightmorningglow]

Update:

Called PayPal. A rep looked at the case for me again and said I was in the clear after seeing a photo I took of the Canada Post receipt. He said that they do get claims like this around the holidays, mostly due to buyers remorse. I guess that's what he was hinting at with this case. It does seem unusual that both the buyer's eBay and PayPal account would be compromised (although the buyer's name and shipping name were different). I assume a Fraud Specialist checks to see if the IP of the buyer matches the location from where payment was made, if that's even possible.

I then refreshed the homepage to find that my account to see that my balance had gone from a negative balance to zero. Huge sigh of relief. I then received an email from PayPal stating that a decision was made and that the details would be in the Resolution Centre. There aren't any 'details' there per se, just a "Case Closed" notice and a transaction log showing that my negative balance had been reversed. Now I just hope he doesn't pursue this further.

Thanks for the input, everyone.