Update. Customer has still not closed the case. Contacted PayPal along with proof of delivery, they said the customer has until 28th December to respond. I think she is playing silly beggars and tried to get for free, with tracking and proof of delivery back fired.
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That’s such a pain Caroline, and I hope PayPal close the case on the 28th. The customer has no grounds to claim a refund. Not sure if it’s possible, but I’d be maybe wanting to consider blocking them from being able to buy from your shop again. I know you can do that on e**y but don’t know if it’s possible on here.
As a side note, I decided to re-open for a bit in the run-up to Christmas to see if I could achieve any more sales, after our discussion about closing earlier because of postal issues. I was nervous about being closed for so long. I haven’t made any sales, sadly, but Folksy have featured some of my items in their Folksy Favourites and gift guides, so that cheered me up a bit.
Anyway, I hope you still manage to enjoy Christmas, even with this nonsense still unresolved x
Thank you Julie.
I am posting teasers now on social media and reopening on the 25th. May pick up some sales if people have been gifted money.
Sadly Folksy do not have a blocking system, something we could do with. I have made a note though and will cancel any order.
Just checked you can block them on PayPal, once the case is closed will put a block on her.
- Go to the PayPal website or mobile app
- Select Payments
- Select All Contacts
- Find the person you want to block
- Select the three dots next to their name
- Select Block
- Select Block again to confirm
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That’s good to know Caroline, thanks for sharing that. I truly hope it gets sorted for you and yes, maybe people will have a bit of money to spend once Christmas Day is over. Take care.
Some info in case anyone doesn’t know how PayPal deals with some INR cases.
If the buyer has never filed a case before, PayPal will refund the buyer immediately and then wait to see if the item gets delivered. If it does get delivered, PayPal will reimburse the seller, but the buyer still gets their order AND the refund from PayPal.
This has happened a few times on one of my ecommerce sites. On one of these occasions the buyer forwarded a copy of the email they received from PayPal which said that PayPal knew they had received their order plus the instant refund, and that they could repay PayPal for it but that it was VOLUNTARY. So the buyer kept their order, and the refund from PayPal.
I called PayPal to discuss this with them and the chap said that when buyers file a case they look at their buying history to see if it’s a pattern. If the buyer has never filed a case before, then PayPal instantly refunds and waits for the seller to deliver the order (or not). The chap said PayPal will take the hit if the order does get delivered so the seller doesn’t lose the funds.
When I said to him it’s not a good business model for PayPal to operate, he said he agreed but that’s what PayPal chooses to do.
In your case, PayPal may have already refunded the buyer at the point she opened the case, so there would be no reason for her to go back and close it. If you eventually get an email saying the case was closed in the buyer’s favour but that PayPal has refunded the buyer at no cost to you, then you will know that this is what’s happened.
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Case finally closed.
Did not hear a ducky bird, customer never closed the case PayPal did yesterday. Got my money back they had on hold.
They asked me to leave money in PP in case of future cases, as this is the only one I have had not going to happen.
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Good to know that you didn’t end up out of pocket… x