Hello. I have experienced a buyer file an unauthorized claim on a purchase he made. I had the item listed on Kixify.com for $9000 with the option of buyers being able to submit offers within 10% of the purchase price ($8100-$9000). I received an offer of $8300 which I accepted a day and a half later. In order to make an offer the buyer has to be on the item page. Next the buyer must press offer and respond to the paypal prompt which prompts them to add their paypal account. This consists of signing into paypal, verifying shipping address and verfying payment, as well a acknowledging that in the event the offer is accepted that you will be charged for that amount. You then have to return to kixify, select offer amount, and then verify your offer through paypal a second time by logging in and following on screen prompts. The buyer used his work email for kixify and his college email for paypal. The shipping address is his work address. The buyer filed a claim that this purchase was unauthorized. In his personal messages to me, he claimed to be using the app only to be browsing shoes and the offer is a glitch in the app. There is no possible way for this offer to be made accidentally with the conditions that have to be met to make a successful offer. A glitch in an app will not type in your paypal password and follow all paypal prompts correctly. Since the item was over $750, I had to ship the item with signature confirmation, which came to about $135 since the item is large and weigh 28 pounds. The item is listed with seller protection on the transaction page. This is what it says on ebay regarding a chargeback.
"Responding to a chargeback
If the disputed transaction qualifies for PayPal Seller Protection, we’ll cover you for the chargeback or reversal. Look at the transaction details for appropriate coverage. If the transactions shows "Eligible for Seller Protection," the Chargeback Specialist will release the funds to you as long as all requirements for Seller Protection are met."
Since the item is eligible for seller protection and I met all requirements, I should receive the money back in my account. My issue is this however.
Here’s what to do if you receive a chargeback:
- Log in to your PayPal account.
- Go to the Resolution Center.
- Respond to the chargeback notice or (check on the status of an existing one).
- Provide PayPal with the information relating to the chargeback, including all transaction records (such as proof of shipment).
- Our chargeback specialist will then dispute the chargeback on your behalf and try to recover your funds from the buyer's credit card company.
- If the credit card company decides in your favor, the buyer will be charged for the transaction, and you'll get your money back.
- If the decision is in favor of the buyer, the transaction will be cancelled, and the buyer will receive a full refund.
This is a full contradiction to the previous statement. I have read cases where the seller met all requirements, but the credit card company sided with the buyer and the seller did not receive the money. This will occur in most instances since the CC companies want to please their customer and maintain their business. In other words, there was no seller protection. Credit card decisions are not cited as seller protection requirements.
Have any of you sellers experienced this and won a case? If so, then how did you win? Sellers should not be penalized for friendly fraud.
