Paypal Dispute - Problem With Return

[fraenum]

Can anyone shed some light on Paypal’s stance about this return?

I sold four items to the same buyer and posted them together by special delivery, signed-for in the buyers name. Following day the buyer opened a SNAD PayPal dispute saying I had sent a different item to a neighbouring address.
I disagreed with the SNAD but PayPal allowed the buyer to return the item for a refund. The dispute was going to time out tomorrow but the buyer responded with a tracking number this morning.

The tracking number the buyer provided is for a parcel that has already been delivered and re-entered the Royal Mail network. The tracking details are as follows:

Progress of your item - Please come back later

Where has my item been?
Saturday - SENT AT POST OFFICE (near buyers address)
Monday - DELIVERED (from my local sorting office)
Tuesday - ITEM COLLECTED
Tuesday - ON ITS WAY TO NATIONAL RETURN CENTRE

I phoned my local sorting office this morning, the bloke I spoke to said he actually handled the parcel yesterday.
It wasn’t addressed to the correct address (one PayPal gave them). Originally neighbours of the other address had signed for it. The name on the parcel didn’t belong to any residents at the address the buyer had sent it to, so they returned it (unopened) to the sorting office yesterday.
Additionally he said there was no return address on the parcel so even he wasn’t sure what would happen to it after it reached the national return centre. He also confirmed it was too small to contain the original items I sent.

After the buyer entered the tracking number into PayPal the only option I have is:
I have received the item – it has been returned by the buyer

Even though I haven’t actually received anything, as the tracking shows does show a delivery am I screwed? Would PayPal actually call Royal Mail to confirm the address?

[oompaloompa]

what do you mean not correct address? does address exist at all, is it a similar address/variation or is it just the name that does not exist?

Could be genuine mistake or this could be a clever, if a little haphazard scam, if you think the parcel is not the same one as sent. It either went wrong because neighbours signed for it, but when buyer got hold of it, they still carried on with switching the product and then relinquished it to the postal system or it did not matter who signed for it as were doing that anyway.....too many variables to know for sure, based on OP.

did you have a return address on the parcel originally?

how will you get it back if there was no return address (according to postal worker) you stand a chance if it does not show tracking return....

the status delivered and then collected is a bit puzzling...

[fraenum]

Originally Posted by oompaloompa

what do you mean not correct address? does address exist at all, is it a similar address/variation or is it just the name that does not exist?

Could be genuine mistake or this could be a clever, if a little haphazard scam, if you think the parcel is not the same one as sent. It either went wrong because neighbours signed for it, but when buyer got hold of it, they still carried on with switching the product and then relinquished it to the postal system or it did not matter who signed for it as were doing that anyway.....too many variables to know for sure, based on OP.

did you have a return address on the parcel originally?

how will you get it back if there was no return address (according to postal worker) you stand a chance if it does not show tracking return....

the status delivered and then collected is a bit puzzling...

I was the seller in this dispute. The buyer bought four items from me and claimed I had sent them the wrong item. The buyer opened a SNAD PayPal claim, I disputed the claim but PayPal granted the buyer the return and told them to return the items to the address on the PayPal account. This is the only address on the account, it’s a stealth account, I have access to the address.

The buyer provided a tracking number to PayPal for the return, this is the parcel/tracking I am having issues with.

The buyer did not send the return to the address on the PayPal account. Royal Mail have said whilst they wouldn’t tell me the exact address, it was sent to a different address very near by. It was sent at a post office by special delivery so the address is in their system.

The tracking shows ‘delivered’ then ‘collected’ as the postie who (did nothing wrong) delivered the parcel to the other address originally left it with neighbours of the other address. It was given to them the following day but as the name on the parcel didn’t belong to any of them they handed it in to the delivery office, which is why there is a ‘collected’.

I have spoken to the delivery office where it was handed in a few times and I have gathered that it was a handwritten address. I don’t know what name was put on the parcel either but all other details (house number, street, postcode) were correct. And it wasn’t even a parcel just a paper envelope which was still sealed/unopened when handed in. So the buyer has intentionally done this.

And the tracking has updated again to:
Latest update: Delivered
Thursday - IN RECIPIENT PO BOX - NATIONAL RETURN CENTRE

As I’m neither the sender or receiver I don’t think I can go any further with Royal Mail but will PayPal take any of this into consideration? I’ve never encountered this before.

[Bunneh]

sadly you will need to talk to paypal (on the phone) about this,
as they will then ask the sender for more evidence of the return ( tracking receipt) which will show the incorrect address.

otherwise they will just refund the buyer.

[muzzie]

I had this, most likely it is a lost case. You can tell them anything, even if the tracking shows that it is delivered, but customer says it is not - you will loose the case.

[fraenum]

I called PayPal and they are giving the buyer 3 days to submit the Royal Mail receipt.

Here’s hoping they don’t submit a dodgy homemade / altered one they seem to know what they’re doing.