Hi dwb54,

I understand your frustrations. Having the item get to you is the responsibility of the seller. In regards to their statement about insurance, we would rule in your favor if you filed a INR claim and they were unable to provide us online proof of delivery.
If it was SNAD and the item was damaged from shipping, it would also be found in your favor. You would probably be required to have the item appraised by a third party expert though.

Thanks,
Eric

I filed a claim against a seller back in Feb. who didn't send me the item I paid for and I called PayPal and they said I haven't gotten my money back yet because the seller had no funds to cover it. I just want to know what I can do to get my money back. This seller has also got claims against her from other buyers. So all she did was rip people off.

Hi buy217,

That is correct, it is simply an extension of protection for the seller. The buyer is not loosing any protections.

Thanks,
Eric

Is it still the seller's responsibility to get the item to the buyer if the terms in the listing state "FOB Origin". In the business world FOB Origin means the sellers responsiblity ends when the item leaves the sellers hands and is placed with the carrier. Does Paypal recognize and honor that business term?

gtweddie asked:
"I am in the middle of a problem myself. I have sold a system that was in working order when it shipped. Client receved it and says dif! He has now put a claim on it saying item sold was not as description. This was after he re-seated the memory. It is a problem when they have insurance and still try to get the money back through paypal. What protection do I have with a buyer that will not return my call or work with me in any way..."

gtweddie, I hear about a good number of situations like yours. The sellers sells an item that works fine for them, but once the buyer receives it they don't think it works. This is even more of an issue in complex items like computer systems, as the seller may have the expertise to know how to address a simple malfunction but the buyer may perceive the simple issue as a complete failure of the item. The buyer may also be suspicious of the seller, suspecting that the seller in fact shipped the item broken and are looking to get away with something. Hence their reluctance to file a shipping insurance claim, because they may suspect that the issue isn't really about shipping.

All you can do is communicate with the buyer in good faith to try to convince them that you're on the up and up, and that it really is a shipping issue. Much of the job of a seller on eBay is maintaining the buyer's trust. Sometimes buyers will be unreasonable, and they'll jump to conclusions -- unfortunately, that happens on occasion. But if it gets to a claim you'll be able to make your case to a customer service representative and they'll make a fair determination about the best next step. Maybe the buyer will get their money refunded, but you'll get the system back and you can re-sell it to someone more savvy.

Good luck in getting it worked out! Take care...

Colin

Hi funogo,

If it gets escalated to a claim and you have no online proof of delivery, you more than likely will loose the claim. Sending another copy would be a possibility but it would have to worked out between you and the buyer. The buyer would have to agree to drop the claim upon receipt or something along those lines. If it is ruled against you, the funds will be reversed from your PayPal balance. I would do my best to contact the buyer and work this out through the dispute process. I am sorry to hear that you are having trouble contacting them.

Thanks,
Eric

Thanks very much to all who posted questions. Based on the questions you've asked today, we think it makes sense to host a workshop dedicated entirely to dispute resolution on eBay (Item Not Received) and PayPal (PayPal Dispute Resolution). Watch for an announcement of a date sometime in September. Thanks again for coming today.

Larry
PayPal, Trust & Safety Marketing