I sold a computerized bike trainer on 12/5/11. The eCheck cleared on 12/9/11, and I shipped on 12/11/11. The item arrived with the box damaged when the buyer picked up the package from UPS, they have on record the damage.

When I heard about this I instructed the buyer to return the item and I'd deal with the insurance claim myself and refund his money, as any good seller should do.

The buyer sent the item back insured but WITHOUT signature confirmation. The package was left outside on 12/23/11, I didn't get home until 12/26/11. The buyer didn't supply tracking information until 12/27/11, so I had no idea the package had been delivered.

I escalated the case over the phone with Dawn on 12/28/11, she told me I would be "just fine, it's the shippers responsibility for all packages over $250 to require signature confirmation." She told me she'd be handling the case and get it settled within 72 hours.

on 1/3/12 I got an email from eBay saying the hold on case had been extended to 1/7/12. I called asking for more information and was told Dawn needed to call me back, and was told she'd do so by the end of that day.

The next day 1/4/12, when I hadn't received a call back, I placed another call. I was told I'd get a call within an hour. No call.

On 1/5/12 I called again, was told I'd get a call back within 30 minutes. 5 hours later I called back and was told Dawn had gone home.

Today, on 1/6/12, I called again. The agent told me Dawn would call me back by the end of the day. About 20 minutes later I got an email that said the hold on my case had been extended until 1/11/12. I called again, and was told to be patient.

About an hour ago I finally received a call from Dawn who told me she was going to side in the favor of the buyer. I hadn't expressly asked the buyer to send the package with signature confirmation (even though that's the eBay/PayPal policy) and that the buyer needed to work with UPS for an insurance claim. If the buyer gets the insurance claim I was instructed to send him a personal PayPal invoice for the total sum and that he'd send it to me.

I was told Dawn was siding in the buyers favor "to protect the positive buyer experience of eBay". I asked her "what about the positive seller experience of eBay?". She said "we hold sellers to a higher standard, you should have known better." BETTER THAN WHAT?!

What makes him send me the money IF he gets a claim check? Why is the onus being left on me even though the buyer didn't follow the eBay/PayPal guidelines?

I have over 400+ feedback, 100% positive. The buyer has exactly 4 feedback, not a single one within the last 12 months.

So did you get your item back? Or did someone take it while you were gone?

Is your account on hold or has PP already refunded the buyer?

Not quite sure what the issue is other than customer service if you planned on a buyer return and dealing with UPS.

The funds WERE in my PayPal account, but PayPal yanked them out as soon as the case was opened (it was opened on their recommendation).

I have NOT received the item, someone must have taken it. I live on a relatively busy street, just off of an extremely busy street and the package was left in front of my house.

Unfortunately with UPS, the SHIPPER is the one who files the case and gets the insurance pay out. So the buyer in this case got a refund from me via PayPal and will get to file an insurance claim through UPS to get the check from them as well. The buyer could potentially end up with $1375x2 and me with no item and no money.

Ouch. Sorry to hear...

I am not understanding how the buyer could file a claim without the item.

Wouldn't the original shipper (you) get a copy of a damage report under the item's original tracking number?

I don't see how the buyer could make any claim especially since UPS won't claim liability for a parcel/package that has been left with no signature required (or if you signed a door slip and they leave the package on your property). In this case, with UPS, there are 2 options for the receiver if you aren't home:

1. Written authorization required to leave package (door slip)
2. The sender requires a signature in person (UPS driver must get a signature)

#1 means you sign the slip and UPS comes back to deliver (which wasn't your case, UPS not liable if package is gone)
#2 would have been the correct way for the buyer to send item back (UPS hand delivers in person with confirmation)

Instead, the buyer just sent your item back with a standard tracking number, correct? I doubt the buyer will get anything from UPS if no signature was required and the package is shown delivered.

From what you are saying, if UPS has the damage on record, as the original shipper, you should be contacting UPS for the information.

OK, I think something is getting lost in translation. The package arrived to the buyer damaged. He opened the claim with UPS, but I wouldn't refund his purchase amount until it was returned to me.

When attempting to return it to me, he sent it without signature confirmation and a $1375 package was left at my door a few days before I got home. When I arrived home, the package was no where to be found.

Now there are two claims technically going on:

1. Damage claim from shipping to package to the buyer
2. Lost package claim from shipping the package back to me

I can't pursue the damage claim because I have nothing to show UPS. And PayPal has refunded the buyer his money because they wanted to "protect the buyer experience".

If the package had been sent by me to the buyer for $1375 and I didn't require a signature, if the buyer claimed he didn't receive the package I would immediately lose the case, no questions asked. I know this because I sent a package for $400 once and forgot to ask for signature confirmation. It was claimed as lost by the buyer and PayPal didn't even contact me after I couldn't provide a signature from the recipient. I lost the case immediately.

In this case, PayPal sided with a buyer with 4 feedback, not a single one in the last 12 months (so he's at 0% rating) instead of me, who did everything per eBay/PayPal policies (by their own admission) and has over 400 feedback, 100% positive, and did over $110k in sales last year.

As an update, the buyer has now not only been given a full refund of $1375 from my PayPal account, but also received a $1375 claim from UPS for a lost package.

He now has twice the amount of the purchase and I have nothing. No package, no money.

Likely his plan from the beginning. Sorry this has happened to you.

I'm afraid you're right, but I hope you're wrong. For his benefit, I have a work convention in a couple of weeks about 10 minutes from the house the package was sent to.

If this isn't handled appropriately by PayPal or the buyer, I'm planning a visit.