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Always Happy to Help
PAYPAL (EUROPE) LTD WHITTAKER HOUSE WHITTAKER AVENUE RICHMOND SURREY TW9 1EH Company No.
On the 5th September, I sold a Tilley Meat Cutter (a bait cutter for the serious
fishermen) on eBay to an Elizabeth Osborne. She paid me promptly by PayPal and I
posted the cutter to her two days later on the 7th February. Needless to say that
I obtained a Certificate of Posting and had it stamped and signed by the receiving
office at the Merry Hill Shopping Centre.
On the 11th September the buyer contacted me requesting information if the parcel
had been sent and I responded by return giving her the appropriate details and told
her that it had been posted on the 7th September.
In addition to that I contacted the Royal Mail who told me that they considered the
item to be still in transit and that no claims could be filed with the Royal Mail
until 15 days after the posting date which was to be the 22nd September and I also
passed this information to Elizabeth Osborne asking her to contact me on that date
to confirm that the cutter had not arrived in which case I would have sent out a
replacement to the buyer and filed a claim with the Royal Mail. This is, as far as
I am concerned, standard procedure.
Regretfully, this was not good enough for the buyer who contacted PayPal on the 15th
September (8 days after the posting date) and claimed that the cutter had not been
received and PayPal accepted this notification as a claim and refunded the buyer
the full amount of £29.94 on the 25th September, the same day, the Royal Mail said
was the last day when the item was still considered to be in transit. Needless to
say that the buyer never got back to me to confirm whether or not the cutter had
been received, why should she, she had her money back from PayPal.
Please don't misunderstand me wrong, I am not really bothered about the fact that
PayPal have refunded the money to the buyer as I will have no problem of claiming
the lost parcel from the Royal Mail, but I do object to the fact that PayPal have
helped themselves to the money from my account at a time when the Royal Mail still
claimed that the goods may still be in transit.
What I really object to is the fact the PayPal are refusing to refund me with the
commission of £ 1.22 which they deducted from the buyers payment. I never received
£ 29.94, the amount they have debited me, and when I questioned this with PayPal
I was told bluntly that I could have had this commission back had I refunded the
payment immediately to the buyer when they claimed non-delivery, but as I waited
for PayPal’s decision to refund the buyer I am, apparently, no longer entitled to
have that commission refunded.
So here we are. PayPal against any logic refunds the buyer the full purchase price
at a time when the Royal Mail still claimed that the item was in transit, it then
helps itself to the full amount from my account despite the fact that they never
paid me the full amount, having deducted their commission of £1.22 and refusing to
pay it back and, finally, they ignore all e-mails and all attempts to communicate.
This is what they call SELLER PROTECTION?
Upon my specific request they did give me a postal address in Dublin and I will now
forward my complaint by snail mail to this address and I will inform them that I
have no intention to accept their refusal not to refund their commission. It is my
firm opinion that PayPal are wrong and have acted totally unfair towards the sellers
and I will not hesitate to ask the Small Claims Court to issue a Default Summons
for the amount they owe me. The summons will cost me £30.00 in court costs but I
consider this clearly worth it as it will give matter the publicity it rightly deserves.
Late Delivery We are sorry that your item hasn't arrived yet. We aim to provide the
best service to our millions of personal and business customers. Your item is still
in transit and will hopefully be with you within the next day or so. If you still
haven’t received your item after 15 WORKING days (from the date of posting) please
contact us again.
I, LIKEMOSTOFTHEPEOPLESELLINGONEBAY, HAVEDONENOTHINGWRONG.
I posted my parcel within two days of purchase, I obtained a Certificate of Posting
from the Post Office, I communicated with the buyer and kept her fully informed,
yet I get penalised by PayPal.
Why should I lose £1.22 on this transaction and why should PayPal be entitled to
keep this amount when effectively they cancelled the transaction. Had they not interfered
I would have sent out a replacement cutter and I would have claimed the value of
the missing item from the Royal Mail. It has happened previously that a parcel got
lost; this is nothing new to me.
We have granted this claim. The online tracking information you provided was not
sufficient enough to confirm that you sent the item to the buyer. A refund of £29.94
GBP has been transferred from your account to the buyer.
So here we are, a stamped and signed Certificate of Posting is not sufficient proof
that I had sent the item to the buyer.
How ridiculous and stupid can you get
I have just received an email from Paypal as follows:
On behalf of PayPals Executive Escalations department, I can acknowledge receipt
of your letter dated the23rd October.
Your complaint has been assigned to one of our Executive Escalations Senior Agents,
who will investigate your enquiry and issue a full and detailed response as soon
as possible. Please note all correspondence is dealt with in the order it is received.
In accordance with agreed guidelines, PayPalhas 4 weeks to reply. This timeframe
may be extended to 8 weeks to accommodate our investigation. However, should this
occur, we will notify you after 4 weeks and outline the investigation to date.
In the meantime, please feel free to contact our department directly quoting your
reference number 108283 at email@example.com if you have any further questions
PayPal, an eBay Company
Whilst I am grateful that they have now agreed that the commission should have been
refunded by Paypal and that they have now paid me back the full amount they had clawed
back I am still rather saddened that they will not accept a stamped and printed Certificate
of Posting as proof of posting and that they still insist that they will only accept
online tracking details as a substantiation of delivery. For small inexpensive items
which costs just over £1.00 to post the cheapest trackable option would be £ 4.75
which clearly would make most of the smaller, cheaper items far too expensive to
buy or sell on ebay. The Royal Mail pays compensation of up to £32.00 for lost or
damaged items providing you have obtained a Certificate of Posting and, therefore,
it is totally illogical to use a trackable option of postage for items below that
value unless you want that item delivered the next day. If the item has not been
received by the buyer than every responsible seller on ebay will issue a refund and
claim the loss from the Royal Mail. There is no need for Paypal to interfere in that
process unless the seller cannot provide the Certificate or refuses the refund.
PLEASE PAYPAL HAVE A RETHINK AND PROTECT THE SELLERS AS WELL AS THE BUYERS AND CHANGE
YOUR POLICY OF INSISTING ON ONLINE TRACKING DETAILS FOR SMALLER AND INEXPENSIVE ITEMS
BELOW £ 32.00.
The Royal Mail have just sent me a cheque for the missing parcel. I would like to
thank the Royal Mail for their quick response to my claim and I just hope that Paypal
will learn a lesson and not treat the Sellers in the shabby way they treated me Thank
Interested in purchasing a Tilley Meat Cutter at a Special Promotion Price
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responsibility for the complaint. If you are affected by the complaint and if you
think that the complaint is inaccurate or misleading then please contact us with
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