Where is the Seller protection when shipping to unconfirmed addresses?

[FSH]

What does this mean?

What is an unconfirmed address?
Not all users are able to confirm an address and an unconfirmed address is not necessarily fraudulent, although it sometimes poses an inconvenience for legitimate buyers. If a transaction is eligible for coverage under the Seller Protection Policy, a seller must post to the address found on the Transaction Details page (regardless of whether that address is confirmed or not). PayPal recommends that a seller posts items to a buyer's confirmed address even on transacations that are ineligible for coverage under the Seller Protection Policy.

I sold an item to this buyer from china on wednesday, he paid for standard post at his choice instead of using international recorded and I shipped on thursday.

On friday he buys another Item and asks for combined shipping, obvious this was not possible as 1st item was shipped day before and he knew this because i sent email on shipping date, anyway I reduce post and he paid again by standard post.

4 weeks down the line he opens paypal dispute that he never received items, you could guess the rest but let me remind you, when I went to check all details I find that this guy has an unconfirmed address, I have no tracking numbers as standard post was used, paypal found on his favour.

Can anyone smell a Rat, I mean, I could understand if one item was missing but two items shipped on 3 days apart even my cat would have sniffed the litle bugger from here, I just didnt get it at the time.

You can have a good giggle on me, cheers.

[PayPal_david]

Hi there FSH.

Firstly, there are only a few countries in which a customer can confirm their PayPal account. The UK being one of these countries. If you receive a payment from a customer and the address is unconfirmed, it doesn't necessarily mean that they are going to be fraudulent.

If there has been a dispute filed on these transactions through your account, you will need to provide us with some information in regards to the postage of the items to your buyer. Unless we can confirm that your buyer has received the items, we may not be able to close the cases in your favour.

If this is the case, you should try contacting your postal company in order to determine if it is possible to initiate a claim on the items being lost in transit. If they can provide you with a document showing that the items have been delivered successfully to your buyer, we may be able to appeal the outcome of the cases and find the cases in your favour.

We do have a Seller Protection Policy and you may well be covered under this policy but in the event of a non receipt dispute being filed against a seller through their PayPal account, we will need to see where the item has been delivered and in some cases, who has signed for the item. This would not be possible if the item has not been sent using a recorded delivery service.

Apart from the above advice, there is no more information that I can provide to you.

David.

[rocknrollgarden]

Hi,

Just picked up on discussion in May 2011 between FSH and Paypal Moderator on this. Take the point about many countries not being able to confirm addresses.

However, the additional point made by FSH was that you should always ship to the address which appears on the Transaction Details form - whether confirmed or not.

I'm being asked by a buyer in Hungary to ship to an address in Hungary which does not currently appear on the Paypal transaction details form (his confirmed address which appears is a London address). I have asked him to go into his Paypal account and change his listed delivery address. I hope this will then change the details on the Transaction Details form and enable me to print out Mailing Labels which reflect the Transaction Details form.

This seems like the only thing to do in this situation? Am I right in this?

Thanks

[FSH]

Hi, Whatever you do, just don't send unless buyer changes address and pays for recorded delivery, any other will be open to claims and you will always loose without a signature etc. Also make sure buyers Paypal and Ebay registered address match, it only takes a couple minutes to change all that, so, there's no excuses for beeing lazy, Good Luck, FSH

[PayPal_david]

Hey guys,

Firstly, great answer FSH, Kudos for you .

Just to follow up on this Rocknrollgarden, its not possible for a buyer to change the address on the transaction details page on PayPal once a payment has been sent. Sellers have been contacted by buyers asking to post to a different address previously and you should definately not do this as you would not be covered under Seller Protection if you do.

You should let your buyer know that you can only post to the address on the transaction details page. If they still want the item to be posted to the other address in Hungary, you would need to refund the payment back to their PayPal account. From here, you can then ask them to resend the payment using the correct address that they want the item to be posted to.

If your buyer then makes the payment, you should be fully protected by sending the item to the correct address as long as the Seller Protection coverage on the transaction details page is showing as Eligible. Even if the address is unconfirmed, you would be covered if it shows that you are covered.

I hope this helps,

David.