|Mon June 22 2015 12:32:45|
eBay Seller Loses Case Due to Expired USPS Tracking
By: Ina Steiner
Last fall, eBay sellers were upset to learn that PayPal was extending the time buyers had to make a claim from 45 days to 6 months. As we wrote at the time, sellers worried that they would not have information to defend themselves from claims.
Today, a reader said, "It is happening," pointing to a thread on the eBay discussion board. "PayPal is allowing cases after 120 days and no one has any proof of delivery existing any longer. PayPal refunding buyers - scary," the reader said.
Sellers had been worried they would lose claims because they would not have access to information proving details about the transaction after such a long time - including delivery confirmation from shipping carriers; records of their communication with buyers; and the original listing details to show they accurately described the items.
The thread on the eBay boards details a case where a buyer made a claim over 4 months after purchasing an item. After seeking advice and contacting PayPal, the seller provided an update:
I called PayPal and they told me they do not keep records of online tracking and only go by USPS, so if it is no longer available on USPS I am out of luck. They told me to call USPS and try to get them to "find" the tracking. They said if it's not online viewable tracking I will lose the case.
But some sellers said they were told in the fall that PayPal would keep such records in their files for such cases.
eBay's head of community Jeff Terrell had written on October 1st, "To answer your question, the tracking information is a service of the shipper, not eBay. You have the tracking number. You can search it using the shipper's information for as long as the shipper has it on their system. eBay reps can do the same."
But on the same day, an eBay moderator wrote on the boards, "eBay and PayPal will keep the information provided to us on file with the transaction details. USPS will remove the information after a time, but there is a process in place to request information that has been removed to be restored."
Let us know if you have had any issues with PayPal's new 6-month claims policy.