Hi guys,
I would like to hear your thoughts on how I can request PayPal to relook at my case, and I've noticed there's been a lot of such situations which doesn't rule in favour of businesses.
I had a customer who made 2 purchases online with me, 1 month after her 1st order (which she claimed didn’t arrive). She selected the no tracking option, and when the parcel supposedly went missing, she did not reach out to customer service at all to enquire about the parcel.
4 weeks later, she placed a 2nd order with different items this time, also selecting the no tracking option. And these orders happened both in March and April. In June, she then files a chargeback claiming that the 1st order didn’t arrive AT ALL. I’ve emailed her multiple time to clarify, but instead she ignores me emails which is very suspicious to me.
Paypal requested shipping documents, but how can I provide a tracking number when the customer was the one who chose to NOT go for tracking? When PayPal refunds a customer like that, without looking at the facts from all corners, they're just encouraging the bad behaviour to continue.
On top of all these, PayPal refunded her the entire of her first order and charged me a chargeback reversal fee. Now my concern is that she knows how easy it is to get a refund, she will try again with her second order.
For anyone who says that I should do tracked services only, I provide both tracking and no tracking services (for just $3 apart). I understand that some customers are not willing to pay so much for shipping, and therefore rather choose the cheaper option.
