Question
I had a buyer in Taiwan win an auction for one of my dolls. She bid even though I said I would not accept bids outside of USA in my auction. After she won, she begged me to ship it to her. She paid with PayPal, so I shipped it to her when she paid, two weeks after the auction ended. She paid for surface shipping. It has only been 20 days since I shipped it, yet she filed a claim with PayPal saying she hasn't received it. I think I have the custom paper that I filled out when I shipped it, but I don't have an online tracking number that PayPal requires.
I am so pissed off right now!!!
Answer
surface is scary, sometimes you get lucky with a quick delivery other times it takes 6 + weeks. 20 days is totally jumping the gun.
in any event you are most likely going to face a chargeback.
Answer
Yep. PayPal does not protect against international claims. Sellers are at their own risk selling outside the U.S.
Only chance you have will be that you can show the buyer you mailed (photo of certificate?), that it will probably be several more days, and that you are asking her to be patient. But with the claim filed, she will get her money back and often anyone getting money and an item, well, I doubt she will pay when it arrives.Could happen though.
Answer
Ow, that one hurts! As painful as it is, I am so thankful you posted the details. I will be sure to insist on air mail only, and will continue to insist on insurance for items with a value of $50 or more which means it will be Air Parcel Post with a minimum charge for 4 pounds.
I suppose in your shoes I would try to remain calm and compose an email that explained the need to be patient. Of course, if they allowed surface it is likely they did not even realize that in the first place. I am sure their English is not any better than your Chinese.
Larry
Answer
Yep.....20 days when something goes surface is being WAY TOO optimistic. Like Imosh said, six weeks is fair to expect; although I have had stuff take up to 11 weeks to Japan & Australia.
Accepting PayPal on any international shipment is a crap shoot.....I have been taking it all the time (6 out of 10 that shipped Thursday in fact). BUT......I look at their feedback and see how reasonable they are BEFORE accepting the payment that way. If any red flags come up.....they get to use Bidpay or mail it.....just like the TOS say.
Did you "warn" your buyer that surface shipping takes 4-6 weeks according to the USPS website?
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The buyer will win with the paypal claim and paypal will charge you $10 fee on top of it. You'd be better off cutting your losses and refunding the money. This buyer likely knew what he/she was doing.
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As long as you have your receipt from the PO that you turned the package over to them your liability ends. I especially would not process a refund because you know the buyer is going to get their package eventually and will profit doubly.
I've had this situation many times before and you just have to tell them to be patient. Surface not only takes forever but the package also has to be processed by customs.
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mcnerd....do yourself a favor and don't take PayPal or charge cards.
Either that, or go study up on the requirements for seller protection first
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I have the customs claim form with me right now. I have emailed the buyer and told them that I can scan it and email it to them to prove that I mailed the package when I said I did. PayPal told me to put the number from the customs form into the resolution page in the box for online tracking. I hope this helps this problem. I really don't want to give a refund for something I shipped out.
Answer
Originally Posted by litlux
Ow, that one hurts! As painful as it is, I am so thankful you posted the details. I will be sure to insist on air mail only, and will continue to insist on insurance for items with a value of $50 or more which means it will be Air Parcel Post with a minimum charge for 4 pounds.
Surface is just not worth it IMO. Seller is just not covered at all.
I read good advice for international shipments on one of these boards (probably here).
I go with:
Air Parcel insured (you dont have to insure it for the full amount if it costs too much). Use the blue insurance tag and the white customs form.
International Airmail Return receipt $1.75 (priceless)
available at the PO only. Little postcard thing that you fill out quick-like, and they attach to the package.
You have to ship AirParcel Insured to get the return receipt. Can't get it on surface.