Do I have any seller protection?

[Kika1234]

Hello,

please help me. I sold an item on 3rd July to a buyer from United States, shipped it on 5th July by USPS registered airmail (from Europe). 3 weeks later, the buyer contacted me that she no longer wants the item and would like a refund. I provided her the tracking number and told her that she can return the item if she wants. She never replied back and never collected the package from the post office. The tracking says "notice left" to the buyer's registered PayPal address. She had almost 2 months to collect the package, she did not. I am from Europe, I do not have the item back.

Today the fraudulent buyer opened an "unauthorised transaction chargeback" in PayPal. 

How to defend against this? I shipped within 7 days to buyer's registered PayPal address with a tracking number. Do I have any seller protection for the chargeback? I do not want to lose my money, I paid 15€ for the tracked shipping and I do not want to pay the 20$ chargeback fee.

I did everything what is required for the seller protection. How to defend against the chargeback?

Thanks for any help

[DPCreations]

You can't defend against a chargeback for unauthorized use of a credit card.

What you can do is provide PayPal with all of the details about the tracking information and make sure you do it before the buyer escalates to a claim.

You coud also phone PayPal and ask.

Normally, PayPal will reimburse for chargeback if you have seller protection with item delivered.  For refusal, I don't know; that's why the suggestion to contact PayPal.

[Kika1234]

It's a credit card chargeback for unauthorised use. The buyer contacted me, that she no longer wants the item. She is lying about unauthorised use. I need some good advice how do defend against this.

I have seen some posts from the past which said that all I need to do is to provide proof of postage to buyer's address. However now I can't find anything about seller protection rules/user agreement on PayPal website anymore. It is showing me some simple mobile version.

According to my previous experience with chargebacks on PayPal, they always found in buyer's favor when I did not have a tracking number. But now I have a tracking number.

I will try to call there on monday.

[lancelotme]

Is this an EBAY transaction?

On Ebay,refusing to pick up a package from post office will void her buyer protection,BUT she is filing 'unauthorised use ' saying it aint her who placed the order.

I am afraid you have no seller protection,but the good news is PAYPAL DISPUTE is not a chargeback,so no chargeback fee of $20,and you will get your package back.

But you have wasted your time shipping the package.

I think the buyer does not want to pay customs duty ,there must be a hefty customs fee involved! 

[Kika1234]

It is not eBay sale, the item was sold on Bonanza. There is no customs fee.

It was a 5$ item with 21$ shipping. And the case says that the chargeback was opened through credit card issuer, not PayPal. 

I have over 10 messages from the buyer. One she was saying that she no longer wants it, then she told me that she does not have time to collect it from the post office. She is lying, she bought it from me, than decided that she does not want it.

I shipped it exactly to the address in PayPal and within 7 days. Just the item was not delivered because she did not collect it. The package is at the buyer's post office for 2 months already.

And if I lose the chargeback, I will have to pay 20$ fee on top of it.

[lancelotme]

One does not open a chargeback on Paypal.

One opens a dispute on Paypal and file chargeback with her credit card.

If you lose the chargeback,there is a $20 chargeback fee.

[lancelotme]

You should upload to your Paypal case in resolution center all the email correspondence with your buyer along with the tracking number proving that she did order the item and then ask you to cancel the order,so it is not an unauthorised transaction.

There is a place to add tracking number ,make sure you put your tracking number there.

Also upload the notice USPS sent her to pick up the package.

If you want to know how much is the custom duty,call your local postoffice and see if they can find out for you.

what is the item and how much?

You may win the case,if Paypal read your documents and decide there is enough evidence she placed the order,also there seems to be other ways Paypal can check to see where the activity is coming from-say a person logged into her Ebay account and bought several items at the same time but only claim yours is unauthorised?  

[Kika1234]

I am selling only low value items, I used to ship everything untracked but after I had several unauthorised transaction chargebacks, I listened to advice from PayPal that I should start sending everything with a tracking number.

If I remember it properly, a few months ago the person who was deciding the chargeback told me that if I had a tracking number, I would not lose my money even if the buyer refused the delivery.

[DPCreations]

You need to respond to the dispute on PayPal.  There is no way of knowing the outcome in advance.  You can also phone PayPal customer service, but you do need to respond to the dispute.  Guessing the outcome isn't going to change the outcome.

[lancelotme]

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@Kika1234 wrote:

I am selling only low value items, I used to ship everything untracked but after I had several unauthorised transaction chargebacks, I listened to advice from PayPal that I should start sending everything with a tracking number.

If I remember it properly, a few months ago the person who was deciding the chargeback told me that if I had a tracking number, I would not lose my money even if the buyer refused the delivery.

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I recall Paypal said that- as long as you can prove you have shipped to the address on the payment notice,you are covered ,and it does not even have to be delivered,just the fact you shipped the item is good enough.

If so,then you definitely have proof you shipped the item and USPS has the package waiting for her to pick up.

If she does not pick up,it wll come back to you,you may have to pay return fee,what did you say on the custom form,what should postal service do if it cannot be delivered-abandon,return ?

So it is a chargeback,then PAYPAL wil take what you give them and send it to her cc issuer,and they will decide.

I hope Paypal WILL FIGHT FOR you,good luck.