After many years in this business and dealing with people like this, here’s my two [URL removed]

1. They may claim that they made a mistake filing an item not received (INR) claim.
2. So, they might “correct” their claim it to a Significantly Not as Described (SNAD) claim.
3. Delivered or not, if PayPal buys their SNAD claim, then your option is to pay for return shipping or let them keep the item. Either way, PayPal probably refunds them. Why? Because PayPal says that if the item is really SNAD, then it is not any fault of the buyer. They should suffer no financial harm and if you want to get your item back, then you have to pay for the return shipping. And, that would happen NO MATTER what your return policy states.

Now, depending on the timing of events, PayPal may side with you if the buyer’s communications with you and the filing date of the INR (and subsequently the SNAD) claims shows that claims and emails were sent before they even got the delivered item. If so, then you might get PayPal to side with you. After all, how can you file a SNAD case until you have received and evaluated the item. So, the dates/timing are very important. Document everything – especially any email messages where the buyer tips his/her hand when they try to get their way. Extortion won’t play well with PayPal.

However, it also sounds like the buyer might be trying to claim that it wasn’t even something that they ordered (referencing their “would never” statements). If so, then they may be going for a fraud case, as in the charges were unauthorized (someone hacked their payment account). But, what fraudster hacks somebody’s account and has the item shipped to the account holder’s house? So, that could be in your favor.

Some of your battle with PayPal may be influenced by your PayPal track record (number of transactions, refunds, previously filed claims). And, it’s possible that the buyer has a bad track record with PayPal.

I agree with your concerns about rewarding the seller in their attempt to defraud you. But, if you lose the case, you have to decide whether you want to get your item back (possibly broken through revenge or poor packing) and having paid for shipping the item BOTH ways. By the way, did I mention that if the buyer wins the case, they get ALL of their purchase price (including shipping) back?

So, if the item is inexpensive, if won’t make you feel good to let them keep it, but financially, it might make sense. If the item is expensive, you might want to get it back. To protect against poor return packing or possible buyer revenge (especially if they are unhinged), you might consider having insurance on the return shipping.

Good luck.

Do you think it would be beneficial to nip this one in the bud by calling Paypal and proactively telling them what’s going on? Sometimes, getting your two bits worth in first, helps.

Thanks for the response. It’s actually multiple items, and he isn’t exactly claiming he didn’t order them, he’s just claiming… Well, I’m not even sure what, to be honest. His messages are somewhat incoherent and nonsensical at times, a bit hard to read (I am seriously wondering if he is maybe drunk when he sends them). And he says things like “these egg cups aren’t even crystal” (cheap little set of cute egg cups, the word “crystal” appeared nowhere in the the ad, and I don’t even know what “crystal” has to do with anything).

None of these things were expensive individually, although I after I had to purchase packing peanuts and bubble wrap, the total came out to a number that’s kind of a lot for a poor person like me.

So, your comments lead me to a new [URL removed] If he does file a “SNAD” dispute, how does PayPal verify anything is as described when they don’t have access to the classified ads in question? I mean, the ads still exist, but I don’t know how they could verify that those ads are the ones for the items the guy purchased. If you know what I mean.

I’ve only had 1 paypal case opened against me on an ebay sale. It was for a food dehydrator that the buyer claimed should have included a drip tray~~drip trays were never made for these Ronco dehydrators. I just answered the claim and the case was ruled in my favor.

Do you have a copy of the ad the buyer purchased from? If so, attach it to your answer to the claim. If these aren’t things you would pay return shipping for, take your chances and let the case close~~you may be lucky & have the case closed in your favor. You won’t have the repercussion of getting a defect for an “unresolved case” as you would if it had been purchased through ebay.

BTW~~if it was an ebay sale & the claim was made through paypal, the buyer is ALWAYS responsible for paying the return shipping to be able to get a refund. It’s ONLY if a case is opened through ebay that a seller is responsible for paying return shipping. The buyer paying return shipping may also pertain to your case. If they are trying to force you into refunding them & letting them keep the items they may never return them if they have to pay the return shipping. They have to prove the return to you by supplying the tracking number to paypal proving you received it to be able to get a refund.

I would just let the case run its course and take the chance that I may win or that the buyer won’t return the items if they have to be out of pocket in returning them.