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buyer raised paypal case for non-delivery of a collection only item HELP!

(5 Posts)
mrsravelstein Thu 01-Sep-11 12:27:04

been using ebay for a few years with no issues - now this, i've no idea how to proceed

sold an item of furniture early august, collection only, buyer messaged few days after auction to say her car had broken down and she couldn't collect for a few weeks

asked her to pay for it via paypal, which she eventually did, and gave her all our details asking her to let us know when she would collect

never heard back from her despite sending another email, now today she's raised a case in paypal for non delivery! paypal are saying we should refund the money as she has obviously changed her mind, but then we are paying commission to them and ebay and she has totally wasted our time - is there nothing we can do about this?

fergoose Thu 01-Sep-11 12:36:48

So she hasn't collected the item? well you need to refund in full - the paypal fees are wiped then. Log into paypal and hit refund for the full payment. You then need to cancel the transaction through ebay to get your final value fees back.e

by the way you should never ever take paypal for collection - what if she had collected and now claimed not to have received the item, she would have your item for free.

Catsdontcare Thu 01-Sep-11 12:39:11

What fergoose said. Refund her the money and don't let her collect the item unless she is paying in cash.

Not sure what you can do about the fees. In my experience ebay don't protect the seller these days

fergoose Thu 01-Sep-11 12:43:56

the paypal fees are wiped once you refund in full - you need to cancel the transaction with ebay in the resolution centre to get the final value fees back.

Then just relist and state cash on collection only.

mrsravelstein Thu 01-Sep-11 12:45:45

thanks both for this advice, i am just really surprised as i thought the whole point of ebay was that once you've won an item, you pay for it and that's that... it seems a bit odd that you can just change your mind and there is no comeback.... not least because now that it's been over a month we won't be able to use the 2nd chance offer thing.

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