Case Closed - Buyer Refunded, Item sent and delivered via the Global Shipping Program...

[watchrunscapeoutlet]

Hello,

I was wondering if anyone could help or point me in the right direction. Regarding a Paypal case which has now been closed in the buyer's favour...

The buyer claimed that somebody had used his account to make the transaction on eBay. I have already sent the item (Watch) out to him and have proof of delivery on 02.09.20. I had posted proof of delivery that I received from eBay which I used Royal to send to the Global Shipping Program hub and then the courier Pitney Bowes took control of sending to the country of destination. I had included this information on the case but the case was closed in the buyer's favour. He now has been refunded, has the watch and is not making any contact with me to either return the item or state that he would like to keep it.

I phoned Paypal and they told me I needed to send proof of postage with the courier who posted the item in this case UPS. I have uploaded this proof on the messaging service a week ago but I have not heard anything and the chat conversion that I had is no longer there. I have contacted Paypal again through the messaging service and uploaded the UPS proof of delivery and tracking information.

Has anyone been through this process? Could you offer some insight? What other steps can I take? 

Would like to hear from others who have used the global shipping program and been through a similar experience. 

Also, others who can help me regarding seller protection. This item is eligible for protection however PayPal has just gone ahead and issued a refund.

Regards,

[red_magpie · Accepted solution]

This is just one of the downsides of using the GSP which no-one thinks about until something goes wrong.

You would think that eBay and Paypal would have got their act together when this happens, but they don't appear to have.

I wish you had made it clearer whether this was a Paypal buyer protection case, or a credit card chargeback. As the buyer is claiming not to have authorised the transaction, I will assume the latter.

The important point is that when using the GSP there are two, separate financial transactions.

You sold the watch, but under the terms of the GSP you were only responsible for posting it to eBay's reshipping hub in Lichfield. Therefore the only postage for which you were paid and liable for was the postage by Royal Mail to Lichfield.

The subsequent international delivery can't be part of the chargeback against you as this was a separate transaction between the buyer and eBay.

In short, if it was a chargeback, and you have proof of delivery to the address to which you contracted to deliver (Lichfield) it seems to me that you have done all that you possibly could to satisfy PayPal's conditions for indemnity from chargebacks. I suggest that you read the user agreement carefully, and also the procedures for appeal, and for complaint to the financial ombudsman.

If it is held that using eBay's global shipping programme invalidates paypal's indemnty against chargeback protection this will be an absolute scandal and disgrace.

[watchrunscapeoutlet · Accepted solution]

Hi,

Thanks for commenting on the post.

My situation has now been resolved...

I would say that due to the pandemic both eBay and Paypals customer service is limited and is taking much longer to process queries. But thankfully they still have staff working hard to help customers...

I have been refunded and I believe the buyer has managed to get a watch for free. I would like to see Paypal get their money back from the buyer though... Surely if eBay and Paypal are communicating with each others systems they can see that the buyer was trying to be clever and get the watch for free... Please see the transcript below and I hope this will help other sellers in this situation when you have delivered the item but the buyer is falsely claiming they have not received via Paypal who in my opinion where too quick to issue a refund.

My name is Ross. I'm contacting you from eBay's Global Shipping Programme department regarding your eBay Item you recently sold through the Global Shipping Programme.



Let me apologise for the delay in responding to you. Due to the pandemic and current climate, we are currently experiencing a delay in replying to emails, but as each email is answered individually it is taking some time to get through the current volumes.



I understand that your buyer has received a refund from you via a chargeback. Please accept our apologies for this. Many thousands of items are shipped from the UK to international buyers on a daily basis using the programme but we are always disappointed to learn when incidents like this happen.



As the item was successfully delivered to our Domestic Hub, we would find the case in the sellers favour but in this case the buyer went to dispute the transaction with PayPal. As the case cannot be appealed on PayPal, I have arranged for a manual refund for the amount of £325.00 to be issued to your PayPal account. Please keep in mind that even though I have submitted this today it can still take up to 2-5 business days before you may see these funds back in your account. I trust you will find this in order.



We appreciate that this transaction may have fallen short of your expectations in relation to GSP and we do hope to welcome you back.



I hope I have resolved this for you today and hope that you enjoy the rest of your Tuesday!


Kind Regards



Ross

eBay Global Shipping Team

[ruby*tuesday]

Was a Bank Chargeback wasn't it.?  Nothing to do with Global Shipping or Delivery. The Buyer was Claiming an Unauthorised Payment. Someone else used his Card to Purchase the Watch. Not him.

I don't know why you lost the Case being as you had Proof of Postage though. Have you discussed this with PayPal?

[watchrunscapeoutlet]

Hi,

Thanks for commenting on the post.

My situation has now been resolved...

Customer managed to get a chargeback on an item they have received somehow via Paypal...

In defence of Paypal i used the tracking information I had from eBay at the time. Using the Global Shipping Program the tracking information changes all the time and there are multiple couriers from one country to another. However, The global tracking number eBay provide can be used to track items worldwide using parcel tracking websites...