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PAYPAL (EUROPE) LTD
WHITTAKER HOUSE
WHITTAKER AVENUE
RICHMOND
SURREY TW9 1EH
Company No. 04056498

 

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.
 

ILIKE MOST OF THE PEOPLE SELLING ON EBAYHAVE DONE NOTHING WRONG.

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, PayPal has 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 ppelce@paypal.co.uk if you have any further questions or concerns. 

Yours sincerely, 

Anna Komorek

Executive Escalations

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 you

 

Interested in purchasing a Tilley Meat Cutter at a Special Promotion Price

 

 

 

click here

 

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