Complaint: Misleading Information

on 18 February 2021 about PayPal in category Payment Providers

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My complaint:

I recently sent a parcel to a buyer in Melbourne, the parcel arrived in Melbourne but form there it disappeared or got lost in their system. I lodged it with Paypal as per their instructions and followed the Seller Protection guide. The parcel was never found, when i submitted my claim I was told by Paypal that because there was not a delivery attempt i cannot claim, there is nowhere in their terms that related to this…….

PayPal Seller Protection is provided to our sellers with no additional signup or cost. Your eligible transactions are safeguarded with Seller Protection when your buyer raises claims, chargebacks or reversals for the following problems:

Unauthorised transaction: Buyer claims that they didn’t authorise the purchase, they didn’t make the purchase, or they were victims of identity or credit card theft.
Item not received: Buyer claims to have never received the goods they purchased.
For an eligible transaction, we’ll reimburse you the full amount of the eligible payment and waive the chargeback fee if applicable. Please note that claims or chargebacks for items significantly different from your description aren’t eligible for Seller Protection.

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Suggested solution:

Treat your long standing customers with more respect, honor your word as per your term and conditions and stop changing the rules as you go. Put simply i thought i was protected but Paypal left me completely exposed and now I'm out of pocket $1100

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