Why has Paypal Reversed this Transaction?

[mummmypirate]

Hi, I sold an item to a lady in Spain 2 months ago. All fine, she left very positive feedback. Today, out of the blue, Paypal have reversed the transcation pending enquiry. They're now asking me to upload postage details - I can submit a scan of my receipt from the Post Office which shows proof of postage with the Spanish address the item was sent to, cost and weight etc. Will this be enough to get Seller Protection? Can't understand this at all - she's obviously received the goods or wouldn't have left good feedback, and there's no open case on ebay? Am I missing something, thanks in advance...

No it won't be - you will need proof of delivery - not proof of dispatch

I wonder if the buyer has initiated a chargeback with their credit card - I would email the buyer and ask them to pay you for your item as their paypal payment has failed.

Hi - but this proof of postage includes a trackable barcode no - when I punch it in the RM's website it shows that the parcel is out for delivery with the Spanish Post Office - surely that qualifies me for Seller Protection?

so you sent it recorded signed for?

I don't think it would be accepted as it looks like it was delivered but they didn't get a signature

I could be wrong though - if you enter in those details it may be enough to stop the chargeback

Have you emailed the buyer yet? If they left feedback then it must have been delivered but they didn't need to sign for it?

I recently had a similar case and the scan of the receipt was all I needed.
Hopefully it will be the same for you - good luck.

Did paypal ask for just the scan of the receipt showing the address? They did in my case

oh good - hopefully I am wrong then.

I always thought the same as you fergoose - until this happened to me

I wonder if they have changed the policy - I hope so.

As a seller you couldn't have done any more than sending it trackable so I hope that does qualify you for seller protection.

If the buyer does get their money back I guess you could claim from Royal Mail for lost item as it isn't showing as delivered?

here's part of the email i received from paypal
(I didn't send trackable, so i was surprised that I was still covered)

Fortunately, this payment is eligible
for our Seller Protection and you can keep the money as long as you provide
us with an online tracking number or proof of postage.

Please be sure that proof of postage meets all of the following criteria:

• It shows the status as posted or delivered, or shows a postmark
• It confirms the date you posted the item
• It includes the recipient's full address

well as far as I am aware they never accepted that before - so that is good news. :)

Sorry mummypirate - i thought they would only accept proof of delivery so hopefully they will close the case once you give them the info.

Oh I hope you manage to be covered by SP.

Very strange that she is claiming not received, if she is.

You are not covered for Seller Protection, you have to provide proof of receipt via a signature that shows online. As you cannot provide that you will be charged an additional £7.00 for the chargeback.

Sorry.

Its cut and dried no proof of receipt the transaction will remain reversed.

Thanks all, I sent 'International Signed For' and can provide an online trackable barcode - what other service could I have sent it to get a signature that would show online? I really thought I was doing everything I could to protect myself. I'm going to upload a scan of the receipt showing recipient's address and barcode and a page grab of my ebay page where she's left feedback saying 'thanks, fast shipping, great purchase' and keep my fingers crossed - will also keep this board posted!

I'm not sure if Airsure does anything differently. Basically I don't think you could have done much else...I try and avoid sending abroad now as it is such a bloody faff and RM keep changing their size requirements and ebay are an unknown quantity regarding returns...for example, today they closed a case in my favour because I told them I had the seller stood beside me, passed the phone over to a random man, they asked him to identify himself by stating the first date he used ebay, which he couldn't, and then for his full name and address which was very much available to anyone involved.
He gave them this info and they refunded me without question...I still have the item.

NB he was actually the seller and he is coming back tomorrow to collect it, but regardless, he could have been anyone...

I find paypal in Dublin far far more human to deal with - a bunch of well meaning, very polite folk in the Filipines categorically have very little idea of what is going on over here, much as I have enjoyed the last four weeks of talking to them and getting vastly differing information.

So if you can, go through paypal rather than ebay. You may need to speak to both, I don't know. But good luck.

It does not matter how you sent it if you cannot prove receipt via a signature showing online you cannot prove delivery. Its really that simple.

Fabbychic - I have just won a case where I didn't send recorded. I was only asked for proof of posting, and that was enough.