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View Full Version : ebay dispute-HELP! update p. 2


belle&beast
07-08-2006, 11:26 PM
I have been selling on ebay for about a year and have never had a problem. Tonight I came home and found that there is a dispute that someting I sold is not in working condition. It was checked before it was listed and was fine. The buyer did not contact me directly and put a hold on my paypal account for twice the amount that the items costs because he purchased more than one item, so the whole amount is being held. I should add that this is over $200. I responded to his post in the dispute with some directions on how to use the item and offered a refund upon its return if he is still unable to get it to work properly. I feel sick to my stomach, because I know it was working and I cannot afford to lose that money! He has my items and my money is being held. Any suggestions or comments?

my3kids
07-09-2006, 05:14 AM
Answer everything via the dispute system so PP knows you are responding. Did he file it immediately upon receipt of the item?

summerrluvv
07-09-2006, 07:09 AM
Did you write down the serial number of the products you sold? I know a lot of people will switch their broken item with a working one they just bought off of ebay and claim the one they bought doesn't work and file for their money back.

"As a seller, you probably had that "buyer guarantee" language displayed on your auction which allows them to file complaints like that and the funds being held on your account. There is a way to opt out of that.

When you pay with PayPal for an item covered by PayPal Buyer Protection, you may receive coverage up to $1,000 at no additional cost. To see if an item is covered by PayPal Buyer Protection, look for the following in the "seller information" section of the seller's listing.



"Transactions Covered by PayPal Buyer Protection

PayPal Buyer Protection helps you in the event you do not receive your item or the item is significantly different from its description in the sellerís listing. An item is covered by PayPal Buyer Protection if it meets the following eligibility requirements.

The "Free PayPal Buyer Protection" message is displayed in the seller listing information.
You purchase your item on eBay.
You must use PayPal to pay for the item, and use the seller's email address associated with the listing. To make sure of this, use the gray Pay Now button when the eBay listing ends.
The seller's eBay listing is for a physical item. Services and intangible items are not covered.
You may only file one claim per PayPal payment. You are limited to three PayPal Buyer Protection refunds per calendar year.
Claims must be filed within 45 days of the PayPal payment.
There may be other requirements that apply to your item. Learn more about PayPal Buyer Protection."

Search: Have a question? Find your answer fast.



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Protection Policies - PayPal Buyer Protection - Sellers

" Can a seller opt-out of PayPal Buyer Protection?"

Yes. If you are not satisfied with the program, you may opt-out by contacting PayPal customer support. To do this, log in to your PayPal account and click "Help" in the upper right-hand corner of the page. Go to the "Contact Us" link and then choose "Help by Phone." There you'll find the hours and phone number of a customer support center near you. Please keep in mind, however, that sellers are encouraged to take advantage of this beneficial program. The added protection provided by PayPal Buyer Protection, will give your customers a reason to do business with you rather than someone else. PayPal Buyer Protection will also attract new buyers who will be able to buy more confidently.

belle&beast
07-09-2006, 07:46 AM
Answer everything via the dispute system so PP knows you are responding. Did he file it immediately upon receipt of the item?
Yes it was filed right away. I just was surprised he did not try to contact us before filing.

belle&beast
07-09-2006, 07:50 AM
Did you write down the serial number of the products you sold? I know a lot of people will switch their broken item with a working one they just bought off of ebay and claim the one they bought doesn't work and file for their money back. [/I]
No, I didn't think to do that. Usually I sell clothing or household items. This was for my DH and he checked wverything before it was even listed. It is frustrating because we are honest sellers with 100% positive feedback and there doesn't seem to be protection for us.

NHTikiBeckie
07-09-2006, 07:50 AM
Its going to hurt his case that he didn't contact you, as far I know he MUST try contacting you first!

summerrluvv
07-09-2006, 07:55 AM
No, I didn't think to do that. Usually I sell clothing or household items. This was for my DH and he checked wverything before it was even listed. It is frustrating because we are honest sellers with 100% positive feedback and there doesn't seem to be protection for us.

Well, for future reference write everything down. How is this guys feedback? Any indication from previous feedback left for him or others that there was some sort of problem with other items? Maybe shipping caused the item not to work? What exactly was the item?

I once sold a watch to someone that included a free pair of earrings. They were fine when I shipped them, but the woman said the earring was broken. The post separated from the earring. Now I know they weren't like that when I shipped them. She filed under the guarantee and got her money back and she got to keep the item. :rolleyes:

belle&beast
07-09-2006, 08:00 AM
Well, for future reference write everything down. How is this guys feedback? Any indication from previous feedback left for him or others that there was some sort of problem with other items? Maybe shipping caused the item not to work? What exactly was the item?

I once sold a watch to someone that included a free pair of earrings. They were fine when I shipped them, but the woman said the earring was broken. The post separated from the earring. Now I know they weren't like that when I shipped them. She filed under the guarantee and got her money back and she got to keep the item. :rolleyes:
This is a real estate transmitter that the agent puts in a home and potential buyers can listen to a description about the house. He won 2 of them and paid for both in the same invoice, but they were shipped in their own boxes. The whole amount is being held I am guessing because it was paid in one sum. His feedback from sellers is great, his buyers have left negative. THe total is around 98.5.

babiesX2
07-09-2006, 08:02 AM
Its going to hurt his case that he didn't contact you, as far I know he MUST try contacting you first!
That was my thought too.


I once sold a watch to someone that included a free pair of earrings. They were fine when I shipped them, but the woman said the earring was broken. The post separated from the earring. Now I know they weren't like that when I shipped them. She filed under the guarantee and got her money back and she got to keep the item. :rolleyes:

How could she get money back for something that was free? She didn't pay anything for the earrings.

summerrluvv
07-09-2006, 08:27 AM
That was my thought too.



How could she get money back for something that was free? She didn't pay anything for the earrings.

The auction was for the watch with a pair of bonus earrings (ugly as sin) that came in the box.

babiesX2
07-09-2006, 08:35 AM
The auction was for the watch with a pair of bonus earrings (ugly as sin) that came in the box.
Right. They were a bonus in additon to the watch. The watch was fine. Hmmm, I do this all the time to "sweeten the pot" for an auction. I don't sell broken stuff (and I don't think you did either). The items I "give away as free bonuses" are just stuff that is ugly or just not in perfect enough condition to be sold on their own. I may stop taking Paypal. I've been considering this for a while now because of the many problems I read about sellers experiencing (both here and on the Ebay forums).

Alicnwondrln
07-09-2006, 08:39 AM
this is why i wont be ebay
i have coach bags and kids stuff galore
i am sorry and hope it works out for you

jessica52877
07-09-2006, 08:47 AM
I agree that the seller gets no protection from paypal. I am tired of using them but feel as if my loss is little if compared to all I sell, although sickening. And that people like to pay with paypal.

Good luck! I don't have much experience with a claim for an item broken or different or whatever it is called. I once sent the wrong item and the guy made a claim before contacting me, upon my reply he contacted me and I sent the right item, he chose to keep the wrong item too and he paid me a decreased amount (that we agreed upon). They were playmobil christmas toys and I just grabbed the wrong one without thinking. But paypal never had anything to do with it after the point of the initial contact.

DisneyGirl4188
07-09-2006, 08:52 AM
I don't believe you have to contact the seller first. It is recommended that you try to work everything out before filing a claim. Now, PayPal has a system that allows you to communicate via them to the seller/buyer before filing a claim. You can go directly to filing a claim, but I think that PayPal may look at that funny.

Now, if PayPal does find in his favor, they are supposed to make him send the item back with delivery confirmation. When they see that you have received the item, a refund will be granted.

That is how Paypal is "suppose" to work, whether or not they actually do that in this case is a nother story.

Good Luck!

Oh, was the item insured? If so you could look into filing a claim with the shipping company.

belle&beast
07-09-2006, 09:01 AM
I don't believe you have to contact the seller first. It is recommended that you try to work everything out before filing a claim. Now, PayPal has a system that allows you to communicate via them to the seller/buyer before filing a claim. You can go directly to filing a claim, but I think that PayPal may look at that funny.

Now, if PayPal does find in his favor, they are supposed to make him send the item back with delivery confirmation. When they see that you have received the item, a refund will be granted.

That is how Paypal is "suppose" to work, whether or not they actually do that in this case is a nother story.

Good Luck!

Oh, was the item insured? If so you could look into filing a claim with the shipping company.
Thanks, that makes me feel a little better. The item was not insured, I think from now on I will include insurance in the shipping cost- it is available, but he chose not to insure. I have no problem giving a refund, but I want the item back. Plus, the WHOLE amount of the sale is frozen and the item was only half the amount.

DisneyGirl4188
07-09-2006, 09:09 AM
Thanks, that makes me feel a little better. The item was not insured, I think from now on I will include insurance in the shipping cost- it is available, but he chose not to insure. I have no problem giving a refund, but I want the item back. Plus, the WHOLE amount of the sale is frozen and the item was only half the amount.


I think that if he choose not to insure it, he may be out of luck. From now on, you could either state that insurance is required or that it's optional, but you aren't responsible for damaged items.

belle&beast
07-09-2006, 09:20 AM
I wish he would respond to me! He was quick to open a dispute, but then has not responded to me. I would like this to be resolved as soon as possible- I do not enjoy this kind of conflict and the money is another big issue. We are selling things because we need the money, and now it is locked up. I know it has to be resolved within the month, but does he have to respond promptly?

belle&beast
07-09-2006, 11:27 AM
The buyer responded and said he did not email me because he was letting me know about the problem via the way he paid. He is not being nasty at all, but is adamant that the transmitter is defective. It worked before shipping, so my next question was whether or not the box seemed damaged from shipping. Insurance was optional and he did not opt to buy it. Am I responsible? That doesn't seem right when he had the opportunity to insure. By the way, I do not hike up my shipping costs, they are very close to the exact shipping amounts.

Stepht5
07-09-2006, 12:07 PM
For an item that costs that much money he should have bought insurance! I buy LOTS of things on Ebay (from less then $10 to about $200) and I always opt for insurance for the more expensive items.

Good Luck!

belle&beast
07-09-2006, 06:28 PM
For an item that costs that much money he should have bought insurance! I buy LOTS of things on Ebay (from less then $10 to about $200) and I always opt for insurance for the more expensive items.

Good Luck!
I agree, I always do, too. He has not responded to my question about whether or not the box was damaged during shipping.

Does anyone know the ebay/paypal policy on lack of insurance? I DID NOT sell a broken item and I am so afraid I am going to lose a lot of money!

wendyl
07-09-2006, 06:45 PM
Paypal will allow a person to file a dispute claiming the 'item was not as described' if it arrives damaged, and wont care that the buyer was offered insurance and declined, unfortunately.

I have had the EXACT thing happen to me. A buyer bought 2 items, paid for both and the combined shipping in one payment--then claimed one of the items didn't work. Paypal held the ENTIRE amount while they investigated. I responded to the claim through the Paypal dispute AND by calling Paypal. Call them and give them all the details and the Rep will post that in the dispute details (1-888-221-1161). They told me that if they found in favor of the buyer, that they would only award the amount for the one item that was damaged and the shipping. In order to get that money, the buyer has to provide Paypal with proof that they have mailed the 'damaged' item back to you. In my case, it was with an international customer who didn't know they had to put batteries in it. AFter lots of emails, they finally understood and luckily withdrew the dispute.

Be sure to give the Ebay auction numbers for those items, and remind them that only 1 item is in question. Be sure to remind them that the other $$ is for the item that is NOT damaged, and should NOT be refunded.

belle&beast
07-09-2006, 06:54 PM
Thanks for the information, wendyl.

How quickly should I expect him to respond back to me? I know everyone is not sitting and waiting at their computer, but I would really like this issue resolved quickly. He initiated the dispute as soon as he received the item last evening and I responded last night when I returned home. Then he responded this afternoon, and I did right away and there is nothing new from him. I know I am just anxious, but if I were a buyer I would want to take care of this quickly, too.