Help get this topic noticed by sharing it on Twitter, Facebook, or email.
I’m Concerned

Refund issued after lost package?

As a buyer, if an item you purchased was shipped USPS and was confirmed as 'Shipment Accepted' on the 21st of November, but delivery confirmation proves it has never been delivered, how long does Paypal take through the claims process to decide it was lost in the mail and issue a refund?
2 people have
this question
+1
Reply
  • Hi Joxtest-

    You can check on the status of an active claim by going to the Resolution Center on your PayPal Account. We will contact the other party when a claim is filed to see what steps they are taking towards resolving the matter, and the seller is given a window of time to respond and provide their own documentation. The seller may respond that they're working on resolving this themselves (because they purchased insurance against loss or they're refunding the money out of pocket) or, if they don't respond within a designated amount of time, we may need to recover the funds.

    Thanks,
    PayPal Jason
  • (some HTML allowed)
    How does this make you feel?
    Add Image
    I'm

    e.g. indifferent, undecided, unconcerned happy, confident, thankful, excited kidding, amused, unsure, silly sad, anxious, confused, frustrated

  • I’m anxious
    Thank you for your response. The status on my claim has remained this for several days now:

    Status

    "Information provided by the shipping company shows that the item is still in transit. Once the package is delivered, we will review this case and make a decision."

    ... as I said above, the USPS delivery confirmation number shows the package was accepted for delivery on the 21st of November but has never arrived. I've attempted to contact the seller several times, but they have repeatedly told me that I need to wait for Paypal to issue a refund since the package was supposedly lost in the mail.

    My question is, at what point does paypal decide that the package *was* lost in the mail? It's been almost 3 weeks since it was shipped. If I have to wait for the item to arrive before Paypal will review the case, what happens if it never arrives at all (which seems extremely likely at this point)?
  • (some HTML allowed)
    How does this make you feel?
    Add Image
    I'm

    e.g. indifferent, undecided, unconcerned happy, confident, thankful, excited kidding, amused, unsure, silly sad, anxious, confused, frustrated

  • Hi Joxtest-

    I'm going to recommend that you call and speak to someone about this claim. Because I don't know what PayPal has asked of the seller, there are some variables that are possible here. This might come down to whether the package was insured by the seller or not or when USPS considers an item lost.

    Please log into your PayPal account and click on the Contact Us link at the bottom of your Account Overview page.

    Thanks,
    PayPal Jason
  • (some HTML allowed)
    How does this make you feel?
    Add Image
    I'm

    e.g. indifferent, undecided, unconcerned happy, confident, thankful, excited kidding, amused, unsure, silly sad, anxious, confused, frustrated

  • Hello,

    I am a seller on eBay and uses PayPal to receive money for the sold items on eBay . Recently, the Swedish Post (posten.se) has ended with insuring used items for all shipments outside Sweden, however tracking is still available and express services. If I sell an item on ebay to a buyer with the eBay / paypal protection program and the tracked item is lost or damaged on transport, what is my resposnebility on this matter as a seller with eBay/PayPal ?

    Best regards,
  • (some HTML allowed)
    How does this make you feel?
    Add Image
    I'm

    e.g. indifferent, undecided, unconcerned happy, confident, thankful, excited kidding, amused, unsure, silly sad, anxious, confused, frustrated

  • I’m ajblade
    hi .......i am one of the victims of both paypal and ebay......the seller send me a fake phone.........and even i returned it back he denied that he has recieved it........and said the the phone was missing..........this is very cheap act indeed.........though i have recieved a refund but can the seller still reclaim the case........i am very annoyed with this..........give suggestions
  • (some HTML allowed)
    How does this make you feel?
    Add Image
    I'm

    e.g. indifferent, undecided, unconcerned happy, confident, thankful, excited kidding, amused, unsure, silly sad, anxious, confused, frustrated

  • I’m resentful
    Hi.., I am very angry I have purchased from wholesale-dress.net using paypal and the package went missing. I claimed fedex personally and contacted the company I have purchased from. Their customer service made me so disgusted by how they handle with problems and how they talk to their customers. I called them several times and all they could tell me was they will contact me back which they haven't. I emailed them and most their response was showing me the tracking receip saying that It was shipped and they can't do a thing for me. Telling me to go to local fedex and get money back from them. I opened dispute from paypal and yet they are saying it has been shipped and there will be no refund. I get it. Maybe it was 100% fedex's fault. Because somebody have signed as recipient. But aren't they also responsible and atleast try to find the package with me? or talk to customer who have lost money purchasing from them? I am so disgusted by their people. So ignorant and now they are bothering me to close the dispute. And most of part, I was their customer for 6 years..
  • (some HTML allowed)
    How does this make you feel?
    Add Image
    I'm

    e.g. indifferent, undecided, unconcerned happy, confident, thankful, excited kidding, amused, unsure, silly sad, anxious, confused, frustrated