Paypal "Duplicate Payment" Dispute

[sidemouse]

Buyer placed an order, paid once, the order was shipped and they have the merchandise.

Sometime later this buyer opens a dispute based on their claim that it is a duplicate payment.

They did not pay twice, they were not billed twice...

But what really gets me is, paypal records clearly show the buyer only paid once!

Why is the buyer even allowed to open such a case?

And why are my funds being held!

[DPCreations]

What are the instructions from PayPal about the dispute.  You need to respond directly to the dispute.

PayPal has dispute options for not received and not as described.  There is no PayPal dispute for duplicate order.  So, what is really going on with the dispute?

[sidemouse]

The buyer claimed they were billed more than once for their order.

But the buyer was not billed more than once!

They only paid once!

Paypal records show one payment.

Duplicate payment my butt!

[DPCreations]

So, it wasn't a PayPal dispute, but a claim made by the buyer; that's different.  You comments are NOT relevant as it is a PayPal issue, not yours.

PayPal obligated to investigate and also obligated to put the money on hold until resolved.

There is nothing for to do as it isn't as dispute against the seller.

[sidemouse]

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@DPCreations wrote:

So, it wasn't a PayPal dispute, but a claim made by the buyer; that's different.  You comments are NOT relevant as it is a PayPal issue, not yours.

PayPal obligated to investigate and also obligated to put the money on hold until resolved.

There is nothing for to do as it isn't as dispute against the seller.

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No?

Then why are they holding my money and why was I required to enter a reply?!

Man I am steamed up about this, it's good it's a small amount...

What if it's like, $500 and the next buyer does it to you, they just claim they got charged twice and blam...

I sure hope Paypal gets it right.

Fact is a buyer shouldn't even be able to open a case for a non-existent reason.

[DPCreations]

I didn't realize you were requested to provide a reply.  There was too much missing in the first post to figure out exactly what happened.

What I meant was your comments or commentary posted here were not relevant, mainly because I don't know the details of the original post and request for information.  It's just about the facts of the case, not the background comments.

When a buyer files a dispute PayPal has an obligation to investigate and gather all relevant information.

Specifically what did PayPal request?

PayPal will look at the data from the buyer's account and credit card charges and eventually decide if this transaction was a duplicate.  It seems highly unlikely that it is a duplicate.

A buyer can initiate a claim for whatever the buyer wants.  Buyers are very ingenious sometimes.

[sidemouse]

They require as always 'supporting documentation' meaning it's up to me to fabricate a good reply... They're not usually specific as to what they require.

Here's what I said:

Date of submission

Jan 31, 2017

Note

This order pertains to ebay transaction #xxx for one each 'Title of Item' for $9.20 plus .49 cents Virginia sales tax for a grand total of $9.69 which the buyer paid via Paypal on 1/10/2017. There were no further charges, the buyer was billed once, the buyer paid once, the order was shipped on 1/11/2017 and the buyer received the merchandise as per the original agreement. Please release my funds, thank you

I sure hope that's good enough, what a bunch of BS.

[Whac-A-Mole · Accepted solution]

Paypal has problems,some cc payments do not show up in PAYPAL history but it shows up on the cc statement,so your buyer may have seen duplicate payments in his account but not yours,or sometimes they dont understand how Paypal works. 

[sidemouse]

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@sumiko wrote:

Paypal has problems,some cc payments do not show up in PAYPAL history but it shows up on the cc statement,so your buyer may have seen duplicate payments in his account but not yours,or sometimes they dont understand how Paypal works. 

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Yes, that is correct insofar as my own analogy, I think we agree. The scary part is Paypal holding my funds and making me provide supporting documentation when it is in fact their problem, but I appreciate your input.