Possible refund request

[bel_tech]

Hi all,

I'm hoping someone here can give me advice, as I'm unsure how to proceed with this.

I sold a couple of tickets on Ebay to a buyer, who has now raised a dispute that the tickets did not arrive in time for an event. I have proof from the delivery company that they did indeed arrive before the event, but the recipient was not available to sign for them, and therefore they could not be delivered.

I followed the delivery details as displayed in my auction, and also what the buyer emailed me requesting I done. I believe it's therefore their problem that they weren't there to receive the tickets, and not mine as a seller.

They then suddenly changed their dispute type to "item not as described" and ignoring all the details I had supplied (postage proof, relevant email communication etc) Paypal have decided that upon the buyer returning the item to me satisfactorly, I must give them a refund.

I don't believe the buyer is entitled to the refund - the tickets would have arrived if they had been there to receive them, and also I had followed the auction / buyers instructions correctly.

Can anyone advise please?

Thanks

[GrannyT]

I would guess you are going to have to take it on the chin and move on. Totally unfair I know - but if we are going to play in their playground we have to accept that they are going to act by their rules and their rules alone.

I am new to all this but i am learning fast. Bad press from a complaining buyer - no matter how wrong - is not worth the fees they get from you. Therefore you pay - don't like it? Tough. Think it's unfair? Yeah, it is, but you'll still pay.

The thing you have to ask yourself is how much is it going to cost you to get another account.

TBH - I would refund and put it down to experience

Hope that helps

[ShadyOne]

I would communicate with them the best you can and try and get them to settle for a partial refund.

[bel_tech]

Thanks for your replies - the problem is though that it really annoys me that I followed the terms of the auction exactly, I paid extra for postage, and I'm being penalised for them not receiving the tickets in time - despite advising them to be in to receive delivery, and also offering to hand-deliver them which was ignored.

It doesn't strike me as being fair whatsoever.

The tickets are now being returned to me - or according to PayPal they have made that decision so it's up to the buyer if they are going to return them. Out of interest - has anyone had any success appealing PayPals decision?

[ShadyOne]

Originally Posted by bel_tech

Thanks for your replies - the problem is though that it really annoys me that I followed the terms of the auction exactly, I paid extra for postage, and I'm being penalised for them not receiving the tickets in time - despite advising them to be in to receive delivery, and also offering to hand-deliver them which was ignored.

It doesn't strike me as being fair whatsoever.

The tickets are now being returned to me - or according to PayPal they have made that decision so it's up to the buyer if they are going to return them. Out of interest - has anyone had any success appealing PayPals decision?

I am not personally aware of anything that could be done in terms of selling tickets. I understand the problem you are facing.

Are you just a 'casual' seller of such tickets or is this a business? I am sure such businesses who sell tickets would have something in place to stop this happening.

[bel_tech]

No I'm just a casual seller I sold them on behalf of my dad who couldn't attend due to reasons beyond his control.

[GrannyT]

This is very unpalatable but .... IMHO you have been shafted. You now have to decide where you go from here. The fact that you are here means you know where this could lead to. Are you prepared for the consequences if you decide to kick up a stink and not go with what is inevitable - even though deep in your heart you know that PP is going to stuff you. I'm afraid I have to stand by my original posting on this thread. (But since then I've had half a bottle of red wine and a lot of vodka - perhaps you should just ignore me!!!)

[stealthmaster]

If your eBay account is in good standing count this as a loss and move on come to some agreement on the feedback etc, I wouldn't risk a perfectly good eBay account for the likes of a few £100's. Plus if your eBay account is in good standing then PayPal should side with you on the dispute of the buyer not been in to collect/sign for the tickets. Hope this helps.

Stealth Master

[ShadyOne]

Agreed that disputes and negative feedback would draw attention to your account, though I still think you should go for a partial refund. At least try to save some of your money!

It can be done in a way that it leaves you both happy, that is down to you, if you never try such things then when this happens again you will follow the same route.

[ets]

I would contact ebay and paypal about this before I refund this money. At the end of the day you've fulfilled your end of the bargain. i think when we just refund buyers when they complain because of the risk of negative feedback we make it an unfair trading place and sellers are the ones who always suffer and we let the customers get away with everything. thats my two pence

[ShadyOne]

My only problem is that the buyer never signed for the items and therefore never received them...

Does anyone think bel_tech could win the disupte because the buyer was not in at the time to collect them?

I did notice that the buyer has opened the case as 'item not received', so this may change things.

[Stigger]

Try contact PP with your side of the story, as stated you did for fill your side of the bargain.

[bel_tech]

Thanks for your replies everyone. I didn't realise I could also contact Ebay with the dispute being dealt with by PayPal but I'll make them aware too.

He initially opened the case with "Item not received" then upon being challenged via PayPal he changed it to "Not as described". I believe this is probably why he has been asked to return the item to me.

Paypal on the phone were not interested at this stage and said I could appeal it afterwards if need be.

Although I have a small buy perfect feedback score it doesn't matter to me in this case.... I know I'm in the right regarding it all I just wish it wasn't being pulled through the mill like this.

[bel_tech]

Hi all, just to update you on the situation. The buyer didn't send the tickets back - and therefore didn't supply PayPal with postage information. After a number of days the dispute was closed, and the full amount returned into my account.

success! But, thanks to everyone here for your help, and advice!

Cheers
Steven

[ShadyOne]

^ Congrats

[rsot]

Good to hear.

[isitworththestress]

Take a look in your seller dashboard on ebay and see if it has left a stain on your account?

[GrannyT]

Good for you OP