How to handle a claim the safe way - refund or wait?

[imjustme]

I recently received 2 disputes (not yet claims, just disputes) to one of my accounts on the same day from buyers who apparently can't read the item is shipped from Japan and it takes longer than just 3 days to get to the US. I'm a bit concerned 2 disputes on the same day out of about 80 transactions in the last 30 days could get this account limited.

Or is it not as bad as long as they're not claims?

Does anyone know how its best to handle this? So far I followed up with the tracking information for the package. They haven't been escalated to claims yet, so I'm thinking its not so bad in PayPal's book yet, but I'm wondering if its better to just refund those 2 customers and be done with it ...or wait another 7-10 days for them to receive the package? If I refund them, will that put the PayPal account into a more positive standing? Or make it look even more suspicious?

If I refund them, it may make me look like I never sent it.
If I don't refund them, it may make me look like a fraudulent seller.

[ivegotinfo]

just wait lol. you provided shipping, i dont see why paypal would put you in bad standing.

[imjustme]

Yeah, but they can't see the tracking number in the USPS system until it arrives in the US, which usually takes a week to ten days. The Japanese postal system sucks for tracking numbers...

[Chris Hanson]

EMS?? Well just give paypal the EMS website to track the package and the USPS website too. Paypal are familiar with EMS tracking numbers

[ebayhateluv]

HI- I would email the buyers- give them the tracking numbers again (if you used tracking)-- hope it wasnt Global Priority..
Nicely explain to them it will be a couple more days. Then like
Ivegotinfo said--sit and wait..
I persoannly use only UPS overseas- I make them pay the extra- its 2-5 days max, anyhwere.. When they start the games- it is "I" who escalates--
Reason:
1.) Once they file-- under say the "non receipt" phase- its done.
2.) They can never file again- even if you sent them a box of bricks (hope you didnt) )
Anyhow:
Yes, just wait it out, if youre apprehensive about paypal. (keep the buyers in contact,though)-
Once and if they escalate-
Immediately- Paypal sends emails to buyer and sellers- THEN,.
the paypal system itself will provide the tracking to the buyer--then it goes under review..THEN.. once a paypal person verifies its there--case closed.
I usually keep tracking it- once arrives, I send paypal a FAX with proof of deivery., followed up by 2-3 emails, case gets closed + money back into my acct withing 1-2 days..
Good luck

[Raul4510]

Actually I don't think it matters. I had two disputes similar to that and I just refunded the buyers and the next morning my account was limited.

[ebayhateluv]

HI:Old thread--Imjust me--whatever happened? Please update us--on the Good news..