No Response From Paypal Appeal

[Busie]

Ok, so I have been trying to contact paypal to make an appeal with no success, every single mail has not been replied, phone calls have unhelpful as I keep getting passed around without any one knowing the status of my appeal.

Here is what happened:

I sold an item on a website and few days after the transaction was completed, the buyer fraudulently filed an unauthorized access claim and I got a mail from paypal stating I should provide proof of delivery within 7 days.

I contacted the website where the transaction took place and asked for steps on how I would get the invoice and delivery that was generated during the transaction and also contacted the buyer via his registered paypal email, and the buyer promptly deleted his profile on the site where the transaction took place.

24hours later, I got the invoice and proof of delivery from the website, but here is the shocking thing: before the 24hour period, paypal had closed the case and decided in the buyer's favor!

I have emailed the invoice and proof of delivery to paypal but paypal has never once responded or attempted to call me. I have called several times, and all I keep getting from the agents is: the appeals department can't be contacted directly and we do not have access to know or contact them for status on any appeal case.

I have even emailed the appeal team and suggested they do an audit log of all login attempt on the buyer's paypal account to cross check the IP address that was used to login the transaction in question and all other transactions on the buyer's paypal account that has never been disputed.

How can I resolve this issue? I am out $498 and my item, making a total of $996. The more pertinent question however is: why is paypal not responding to my appeal, not even to issue a denial? and why would they close the case in under 24hours when I had 7 days to respond?

[Whac-A-Mole]

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@sharpiemarker wrote:

Paxful is a site related to selling and buying bitcoins, so OP is pretty much out of gas. These types of sales are high risk for buyer complaints, disputes, chargebacks, and reversals.  You have to prepared to take a hit on em.

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You would think Paxful will encourage participants to use a different payment method OR serve as escrow.

[Whac-A-Mole]

@DPCreations-

If you had sold a physical product and it showed deliveried, then PayPal would reimbuse seller for the loss.

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for unauthorised transaction,she does not have to show it has b een delivered,all she has to show is that she has shipped !

But it looks like what she sold does not qualify for seller protection,since it is digital and there is no shipping involved.

just by the fact it is digital ,she does not qualify f or seller protection 

[Busie]

@Whac-A-Mole @sharpiemarker so even though there is proof of delivery...there is a cryptographically signed proof of delivery, and not only that, but an invoice acknowledging transaction, I still loose with all the evidence involved? And yes, paxful did serve as an escrow service, till payment was confirmed.

Now, where I am baffled is this: how come paypal hasn't for once responded to my case?

Then also: in this particular case, it is apparent the buyer lied about the unauthorized transaction, because when I emailed the buyer with the email address on his paypal, the buyer went over to paxful and promptly deleted his profile.

Now with my background in IT, I know paypal should have a log of every login attempts on every single paypal account and one would expect that whe an unauthorized access is claimed, the very first thing paypal should do is take a look at the audit log and see if the transaction came from a known or previously used IP address on the said account, but apparently, paypal does no such audits, because if they did, the case should have never been decided in the buyer's favour.

Guess its time to close my paypal account and look for a better alternative.

[Whac-A-Mole]

PAYPAL has received so many emails ,it just doe not have time to reply to each.

In your case,the speed it closed the dispute,it must be the work of a Paypal robot,no human look at  it.

You case is unauthorised transaction-

to qualify for seller protection,you must meet all of the following-

does the item qualify for seller protection?

do you have an online viewable tracking number from a carrier saying it has been shipped(not necessarily delivered)?

You failed both,digital items does not qualifiy for seller protection,there is no need to go further and there is no appeal.

if the venue serves as escrow,what protetion do they offer?

It looks like your buyer knows what he is doing,sending payment via Paypal and filing unauthorised use of his credit card.

Your venue should encourage western union,wire transfer,even checks and cash ,money order and postal orders are not safe. 

[Busie]

@Whac-A-Mole: yes, apparently, he knew what he was doing...now about the case being closed by a robot, I understand that, but when I called and filed an appeal, at least that should be looked at by a human and an audit of the buyer's logins and IP addresses used for login should have been done. 

One other thing I neglected to mention was this: before proceeding with the transaction, I actually called paypal and spoke to two separate agents, who assured me paypal doesn't frown at trading bitcoins and I shouldn't have an issue if a dispute arises.

Now, after almost 6 weeks, I got a response from paypal twitter handle after mentioning here that I am begining to think the buyer might be a paypal employee...and guess what paypal just did: they just shut down my account, stating that they are closing it permanently whatever funds are in it would be held for 180days....

Now tell me what would warrant that? I got scammed because of a lousy loophole in the paypal system, I pointed out the loophole and I am being shutdown? I'm only happy I have no funds in the account and ever since the incident, I have moved over to Skrill

[Whac-A-Mole]

There is no loop-hole,take a look at your Paypal email notification,does it say it is fully/partially eligible for seller protection?Does it give you a physical address of the buyer you should ship to?

if both answers are yes,with unauthorised dispute,you should show you have shipped to that address,not necessary it is delivered.just proof of shipping is good enough.

shipping is by commercial carrier like USPS,UPS,Fed Exp,DHL etc,not electronic delivery. 

There is no appeal because digital goods are not covered by seller protection.

You should read the Paypal terms and agreement .

sorry for your loss,if you are going to Skrill,read their seller protection carefully,Bitcoin trading is dicey.

[Whac-A-Mole]

you can loose both: buyer was refunded the money he paid ($498) and I am out of my goods...hence the word double jeopardy. I'm loosing at on both ends...no funds, no items.

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When you sold an item,you receive 498 and the item left you.

you cannot have sold the item and receive 498 and still keep the item.

You lost the item as if someone comes to your house and steal it.

thats all you lost.

now back to unauthorised transaction,.Paypal seller protection is that you receive a paypal payment notification,on it .it will say whether you are partial or fullly eligible for seller protection and if so and you ship to the address on the payment notice,you are partially or fully covered by Paypal seller protection.

now go find that email and see what it said,is it eligible for seller protection,did you ship to the address provided on the notice.

If it is eleigible and you can show Paypal YOU HAVE SHIPPED THE ITEM TO THE ADDRESS PROVIDED,YOU DONT HAEV TO SHOW IT HAS BEEN DELIVERED,YOU ARE PROTECTED BY PAYPAL.

If this is bitcoin and if Paypal said you are not eligible for selle protection,then you dont get seller protection.

if it is eligible for seller protection,then show Paypal some proof you have shipped the item,it does not have to show it has b een delivered,you are covered  .

(IS IT BITCOIN you sold,is there any physical delivery?Paypal does not cover digital g oods) 

[Whac-A-Mole]

you can loose both: buyer was refunded the money he paid ($498) and I am out of my goods...hence the word double jeopardy. I'm loosing at on both ends...no funds, no items.