Chargeback process is ridiculous

[Compufxr1127]

I sold an item to a buyer on EBay. It's a fairly specific technical item. I posted clear pictures of the actual item and the auction clearly stated that there are no returns. Buyer files a dispute without even contacting me first because the item would not fit in his computer. I explained that he needed to purchase the right mounting brackets and it would be fine. He refused and threatened me with negative feedback and a chargeback if I didn't take it back. I followed all the rules, he didn't. He left negative feedback, against EBay policy, so it was immediately removed. He then filed a chargeback. Now I have to wait up to 90 days for it to be resolved? He still has the item, he has his money and I have nothing. Then to add insult to injury they want to charge me $20 for a chargeback fee. I don't know what to do anymore. People just suck. They make a mistake and somehow it's my fault and they make me pay for their stupidity. I wish there was a better way to sell unneeded items around the house.

[William9]

It seems that there's nothing you can do:

https://www.paypal.com/us/webapps/mpp/security/seller-protection

"Most PayPal transactions are covered as long as they follow these requirements. However, there are instances where Seller Protection doesn’t apply:

• Claims, chargebacks, or reversals filed because the item is significantly different from how it was described (e.g. you described an item as “new,” but sent a used one)."

Do not sell expensive items and use PayPal to accept payments, you are asking for trouble and in addition of that, you pay fees even when everything goes well and with chargeback, even when everything doesn't go well.

Maybe you could try submitting some kind of evidence that the item was as described etc. I don't know if it matters anything.

http://whyebaysucks.info/seller-actually-wins-a-chargeback-dispute-ebaypaypal-user-horror-story/

[Compufxr1127]

Can you please explain to me how a product can be different if it is the exact item pictured in the auction? This was not a typical auction either it was a fixed price auction and it's not like he overbid and wasn't happy with the price. He knew what he was getting and just assumed the mounting brackets would fit his application. That is not my problem and if I had the brackets I would have sent them. Suitability for your application is your responsibility not mine. I'm sorry, the item was not broken it was fully functional. The fact that the buyer failed to do proper research or ask questions is their fault not mine. If the chargeback is reversed I should be reimbursed for my trouble but that won't happen. This whole process is a scam.

[DPCreations]

You need to explain your case to PayPal.  You need to prove to PayPal that all is well.  The buyer needs to prove to PayPal that there was a problem.  That's the way it works; however, in this case the has gone to the credit card and filed the case, so PayPal is really out of options.

I would expect that the credit card bank will allow the buyer to keep the product since you stated you don't take returns.  The credit card company will find in favor of the buyer.  Result:  buyer gets refund and product and seller gets a chargeback fee.

If this were for not receieved you would have seller protecton, but your case was not such.

This issue happened because seller was not willing to negotiate a successful resolution with buyer.  You could have offered a partial refund to the buyer at least to the amount where the buyer could have purchased brackets.   A successfull resolultion with buyer would have been less costly.

[Compufxr1127]

That is 100% absurd. NOTHING was wrong with the product. The defect is the buyer. I presented the product exactly as it is. The buyer could plainly see the product and everything about it. Suitability for your purposes is your responsibility. I was not required to take it back. This is fraud. I guess now I'm just expected to be out the money and the product and a few? That's BS and everyone knows it. The credit card company should not side with the buyer as the evidence I submitted clearly shows that he threatened me to coerce me into accepting his return when the auction clearly stated no returns. He could have sold it himself if he made a mistake and bought the wrong thing. Nothing anyone is posting here helps anyone. PayPal won't help sellers plain and simple. I did nothing wrong but I should be punished? I didn't try to trick anyone. I shipped promptly and the package was delivered on time. I have tracking info to prove it. I also have his threatening emails showing that if I don't accept his return he will retaliate any way he can. If eBay removed his negative feedback immediately why should the chargeback even be valid? The whole process taking 90 days is also beyond comprehension.

[DPCreations]

Whether absurd or not is irrelevant to the dispute or chargeback process.  There are policies and procedures that PayPal as the merchant acocunt holder and credit card companies must follow.  Once the dispute gets either of those parties involved thier policies prevail.

The seller policies and practices matter before the dispute is filed.  Buyer and seller can negotiate any deal that works.  That's what businesses do.  You made a decision to not resolve with buyer and that left the complaint out of your control.

This is just part of selling/buying online using a payment processor.  It's the policy accepted when using PayPa..    It's not a judgement about right or wrong.

[Compufxr1127]

I'm sorry but I did nothing wrong and followed all the rules. Threats and extortion are not acceptable. Holding my money for ransom is also not acceptable especially when I did nothing out of standard business practices. Just because you made a mistake does not make it my responsibility. Just because you can file a chargeback does not make it right or even allowed. You should not be able to file a frivolous chargeback because you did not take the time to read about what you were buying. Again, this policy is ridiculous and the fact that anyone still uses PayPal at all is just beyond me. I'm looking for a new credit card processor and I'm sure I can find one that settles disputes much quicker and that actually fights for their customers.

[DPCreations]

PayPal holds the merchant account so PayPal deals with the credit card banks and the PayPal seller has no chance to address the issue.

If you had an account with a real credit card processor, like First Data, they you would be the one to respond directly to credit card issues.  FirstData also has better rates.

[Whac-A-Mole]

you said he has the money and the item.

No,he has the item but his cc issuer may issue him a courtesy refund while the case is being reviewed.

Paypal has the money now.or rather it is in your account as withheld so you cant touch it.

No return means nothing when the buyer can file item not as described,it sound like he is not willing to buy the brackets or he misunderstood the function of the item,or just dont bother to do more to make it work.

it is called buyer remorse,a good seller would ask him to return the item on his dime in same condition as sold,arguing back and forth just raise the adrenaline .

In that case,he would pay return shipping and you can always resell it

[Compufxr1127]

Yes, that is exactly what it is - buyers remorse or something like it. Again, not my fault. If I can sell it again as you say why can't he? I made the sale already. I did my part but he is unwilling to do his. When he hit buy and paid he entered into a contract to complete the purchase. As long as I did not misrepresent the product which I clearly didn't or it was damaged or broken there is no reason he has for me to take it back. He is only doing this because he can.