View Full Version : Paypal claim help - buyer moved.
Cornelius
08-12-2009, 08:45 PM
So about a week ago a Canadian buyer (I'm in the US) contacted me asking where his 2 items were. I told him when I shipped and offered to give him the customs number since it was shipped 1st class. A few days ago, I received the package back, but is says "MOVED" on it, marking out the address. Then today I get a claim filed on it. I haven't yet contacted the buyer since getting the package or the claim.
What's my best course of action do you think? Any chance providing an incorrect address is sufficient cause to win the claim?
What I feel should happen is for the buyer to pay shipping again and I'll send it out, or I should refund the purchase price less my expenses. Are either of those realistic, or should I just eat the shipping and fees and give the full refund?
ryborg
08-12-2009, 09:43 PM
I haven't yet contacted the buyer since getting the package or the claim.
Why haven't you done this? A little communication should solve this problem. It's probably an honest mistake. I've dealt with this exact situation a few times and I don't think it's ever ended badly. Normally the buyer just pays shipping again and I mail it to the correct address. Just make sure they close the Paypal dispute before you ship again.
You won't win the claim, by the way, especially since the item's been returned and there's no tracking/DC number that proves it was delivered.
Cornelius
08-12-2009, 10:10 PM
Just haven't. Nothing malicious really, the claim came in a couple hours ago, and the package came yesterday or the day before. It is pretty close to the 45 day limit, so I admit I hoped it would expire and I could just give the refund (less my cost) without the buyer having recourse. I've done that exact thing before, and it worked out well.
If you do not send the item to his Paypal verified address with a tracking number, you will be on the hook for a 100% full refund including shipping cost.
Assuming you already tried sending the the address Paypal has for him, you should ask the buyer to either send you more money to cover shipping costs again or offer a refund minus the shipping cost. If he disagrees with both of these options, then you will end up refunding the full amount.
Do NOT send the item again to any address except the registered Paypal address with a tracking number. Paypal WILL force you to give a full refund if you do not have a tracking number.
ryborg
08-13-2009, 01:09 AM
Do NOT send the item again to any address except the registered Paypal address with a tracking number. Paypal WILL force you to give a full refund if you do not have a tracking number.
This is why he should request that the buyer close the claim before he re-ships. It's too expensive to ship outside of the US with a delivery code.