eBay vs Paypal: different methods of resolution

[BiN4RY]

I am a software seller on eBay, and have been doing it for a few month now. Recently, there have been two buyers thinking the item is counterfeit, while it isn't. One buyer disputed the transaction on eBay's resolution center, and the other disputed over Paypal's resolution center.

Both sellers disputed in a similar manner, wrote a short and straight forward message saying that the item is counterfeit, and escalated the claim right away. I have disagreed with both claims, using the identical message saying that the buyer is making a mistake.

The results:

eBay: After 3 days of investigation, eBay wanted the buyer to ship the item back for a refund, and send me a email afterward saying that they have only done so for the "safety" of both parties, which I can see is fairly reasonable.

Paypal: After TWO WEEKS of investigation, Paypal closed the case, forced a refund, with the reason of "The buyer have provided evidence that the counterfeit item was destroyed". That's it. I lost a copy of the software, and the buyer got away with the money, and destroying the goods.


For all of you sellers out there dealing with disputes, I'm just stating that it may be a better idea just to let the buyer ship the item back in order to get a full refund, rather than disagreeing with the claim, as Paypal/eBay will most likely stand along the side of the buyer for most of the times, and you may not even get the item back.

Not only at resolving cases, their customer service is also very rude when comparing to eBay.
With all the times I have talked to both organizations, eBay always have a nice attitude of "we're trying our best to help you. If we cannot resolve the problem to your liking, we're terribly sorry".
Paypal on the other hand, carries a careless "Yeah, you called us, we'll pretend to be nice at first. If we resolved the problem to your liking, good for you; move along. If we didn't, suck it up and deal with it" attitude.
Paypal is not nice.

[First Edition]

ebay owns paypal... ....

.

[GreenBean]

OP, next thread title like the one I just amended, you'll be kicked so far up yours you will join ebay/paypal.

Par for the course with them.

[BiN4RY]

Originally Posted by First Edition

ebay owns paypal... ....

.

I know that, but they don't operate as one.

[GreenBean]

.ISO, did the two buyers contact you before the disputes were filed or did they attack from the get-go?

[BiN4RY]

They didn't contact me at all. Both disputed the transaction and escalated the claim right away.

[GreenBean]

How rotten! Puts you on the back-foot straight away. Does your listing say you accept returns? Is there anything you can do for future listings to off-set damage?

[pod]

Originally Posted by .ISO

I'm just stating that it may be a better idea just to let the buyer ship the item back in order to get a full refund, rather than disagreeing with the claim.

This has always been the way. Not sure how you got the idea you can fight with a buyer and have it work out. Maybe you've been lucky up to this point. But if a buyer wants to return something because they don't like it, you have to let them

[DogFacedBoy]

I have occassionally sold industrial DVDs that are produced from the originator as DVD-r, even says so on the website and sometimes a buyer insists that the item was a copy even though it was not.
One guy bought a couple of them, filed a dispute and then listed them himself to which someone quickly got them taken down(not me)
How sweet would it have been if they had stayed up and I could have pulled the same thing on him from another account.
When I called him on it, he quickly dropped the claim.

[hususmancing]

Originally Posted by GreenBean™

How rotten! Puts you on the back-foot straight away. Does your listing say you accept returns? Is there anything you can do for future listings to off-set damage?

as i know, if we not accept return we will punished by ebay,,, lol