Paypal warning

BarbaraVilliers

BarbaraVilliers

Registered Guest
Slightly off topic but I thought you all ought to be aware that if someone buys an item from you using paypal they can claim a refund from your account even if they declined insurance for the missing item. Recently a buyer hit me for £14 having refused insurance, to add insult to injury despite papal refunding her money she left me a neutral feedback. Since then I have stipulated that buyers using paypal must purchase insurance. I'm just thankful that is was a small sum of money involved. It is very unfair of paypal to refund buyers who refuse insurance in my opinion.
Louise
 
Barbara,

Sorry to hear of your rotten experience! :(

Do your listings specifically state that you offer insurance on shipments, and if insurance is not purchased, you're not liable for losses or damage? Someone on eBay posted a while ago that if your T & C's on your listings are explicit about this, that a buyer cannot seek redress.... However, perhaps that's only thru eBay and isn't applicable to PayPal policies.
 
Check the workshop forum for the "Customer Service" workshop from last year, Eric. There is some information on dealing with customers there.

No matter what though, there will be occasion where something doesn't run smoothly no matter how meticulous and customer service oriented you are. The best way to head off potential problems I think is to provide a clear "Terms of Service" so customers know what to expect as far as shipping times, what payment methods, etc. The other thing is to communicate along the way. Send them a quick email when their payment is received or their package is shipped. That way they not only have the info but get the feeling that there is a real person there and not an automated system. They will be more encouraged to talk to you if there is a problem, versus filing against you.

I am not guaranteeing you will not get that one person (sometimes more than one!) who is not happy no matter what, but you can surely reduce your chances of such.

Chris
 
Anne
I had stipulated no insurance their problem if the item was lost but Paypal don't care about the sellers just the buyers.
Louise
 
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