PLEASE HELP!!! Buyer filed "Item not as described" claim after first filing an item not received.

[Squirty]

First off, this was for a non-ebay transaction with payment made through paypal. 

I have tried looking around for an answer but I'm still not sure of a few things so I am asking for clarification.  I sold an item to the buyer and initially the buyer claimed the item was not delivered and so filed a paypal claim.  After providing the shipment tracking information to paypal, the buyer then reversed and filed an "package received, but not as described" claim with paypal.  Am I protected as a seller for item not described claims for non-ebay transactions???  The item is a $500 phone if that matters. 

Paypal is asking me for a reply and one of the options is to dispute and provide more information.  What kind of information could I possibly provide?  It's basically my word against his. 

Please Help!

[PayPal_Andy]

Squirty-  You're correct for the most part that when it comes down to it, it's your word against his.  What we'd be looking for is any information showing that the buyer's claims are false.  If it was an eBay auction, we could use your listing as a basis, see if what you described is different than what they purchased, and make an determination off of that.  Off eBay is obviously harder, but still possible. We'd be looking for whatever physical evidence you can provide contesting their claims. So a website where it's listed exactly what they'd be buying, a forum post telling what you're selling, a receipt of what you purchased to sell...things like that. 

If you can't provide any of those things, or you do and it still appears that what they got wasn't what you said they would, we would more than likely have them send the item back to you at their cost.  You'd get back your item to resell and hopefully recoup any loss, they'd get their item back. You'd both be out shipping, but it's essentially like it never happened. 

Hope that clears things up a little for you.

Andy

[Squirty]

Thanks for the reply Andy.  But in regards to your answer, what if the fraudulent buyer decided to send me rocks back instead of actually sending the item back.  I'd assume since he is already fraudulently filing a claim that he intends to keep the item.  What sort of recourse do I have then? Or according to Paypal's policies would I just be out my money? 

[PayPal_Andy]

Squirty-  You bring up a completely valid point, and you would have a recourse if something like that happened. You can always appeal a decision based off of a situation like that, we'll probably ask for a police report (or something like that, since it's basically a crime), and then we'll investigate with that.  Realize there's no guarantee of a different outcome, but I've seen plenty of cases where the seller gets paid out for something like that.

Andy

[SuperHeroBo1]

Why doesn't paypal ask for pictures of items from the buyers if it's not as describe or damage?? I'm always curious about that matter. Sometimes they could be telling the truth? Sometimes the sellers sell a knock off item or damage item and the buyer gets nothing for it.Sometimes the buyer gets to informal about the situation so they're very frustrated inside. I think paypal should upgrade to uploading pictures for proof. If the buyer said they didn't receive it then they wouldn't have to upload pictures. Then the situation could be judge. If the buyers upload pictures then it would be a lot easier on paypal staffs. The best way is to get the ebay easy shipping labels which has the tracking # so you won't have a problem if they said they didn't receive it. If they really didn't receive it then contact shipping provider; get insurance if it's that pricy.

Sorry this was somewhat off topic

[thomasfrankly]

This is EXACTLY what makes me angry. A lot of consumers CRY "FRAUD", however, they are no different. They may even be MORE fraudulent then the sellers are. In my honest opinion, as a buyer AND a seller. If you get what you ordered online, (digital products) you should not get a refund if you agreed to a no-refund policy. Now if there is a refund policy, then that's a different story. But  you better have a VALID, good reason for it. There are probably MORE dishonest buyers then there are sellers. That's why I do not believe in refunds for digital products. SORRY.

I am DISGUSTED in how paypal gets TRICKED into these FRAUD claims to when a person says, I did not authorize this payment. Then  I say really? Because I'll tell you how I know you did. Yes, someone could find out your paypal info and use it online, but can they also break into your paypal email account and email you back and forth from that specific email address posing as you for a long period of time??? DON"T THINK SO. It's tooooo... hard to do. Because I don't believe it would go unnoticed. If someone was carrying on conversations through my email address, do you think I wouldn't know about it??? I'm really tired of accusations of scams online because the ONLY real scammers I've seen so far are the Fraudulent BUYERS looking for a FREEBIE...

Yes - buyers need to ban together and FIGHT against THESE SCAMMERS. They are WORSE because they pose as victims when they are CLEARLY THE PERPS...

[irock83]

this is the EXACT same thing i am going through right now.

I sold a "popular" phone on ebay. The person i sent the package to claimed he never got it, but the signature confirmation stated it was at his local PO because he wasnt home when the postman tried to deliver it. He filed a PP dispute, and for 10 days i went back and forth with this guy telling him he needed to go to the post office to pick up his item. 10 days later he finally did and PP closed out the claim. 

9 days later i get a claim from the same guy saying the phone doesnt work. 

This is ridiculous! Im so sick of these petty scam artists. 

I wonder if me an you are dealing with the same person. He didnt happen to speak broken english and have you send the package to a California address did he??