How Can You Possibly Win "Unauthorised Payment"

[swanee]

I get an unauthorised payment claim so in the dispute I enter a scan of the proof of posting receipt with the buyers address on and a picture of the buyers happy feedback in ebay.

Later on the buyer gets back to me with their explanation which is basically they were over their mothers house, went to buy my cheap item on ebay but had forgot their credit card so had used their mums which they had since paid back. But when their mums credit bill arrived she never recognised or remembered that charge blah blah blah.

So I also added copies of those emails to the dispute.

Today I find I have lost the case so item cost has been refunded plus a £14 chargeback fee.

Is there any world, apart from the financial one, where this is right? The end result is the buyer has their item for free and the claimant (mum) has doubled her money.

Where did I go wrong and how can you possibly win a case?

[swanee]

I was always told that PayPal defended these cases fairly and when they said I lost I expected at least some detail, some reason.

I've lost count the number of times it has been posted that to defend a case all you need is proof of posting with the buyers address on. When did this change?

[swanee]

From Paypals own pages.

This page applies for accounts based in United Kingdom

Below are some of the main requirements you need to meet to benefit from Seller Protection:

• The transaction must be marked as eligible or partially eligible for Seller Protection on your Account Transaction Details page; 
• Your account must be in good standing;
• You must respond to our requests for documentation and other information within the timeframe communicated to you by PayPal.

Yes to all that.

For physical goods:

• You must ship the item to the address on the Transaction Details page.
• You must provide proof of shipment, proof of delivery, or signed delivery confirmation where applicable.

Yes to address and yes to proof of shipment.

I'm covered so why did I lose lose lose when Paypal says I have seller protection cover?

[swanee]

Just in case that isn't clear enough on another PayPal "Seller Protection" page it says:-

• Provide proof of shipment or delivery.

So it's proof of shipment or proof of delivery or signed delivery confirmation

[kernowlass]

@swanee 

Did you provide a tracking number that proves delivery to the buyers paypal registered address?

if so then go and read up on paypal seller protection to see where else you could have missed out not being reimbursed.

[swanee]

No I didn't have tracking just proof of shipment to the buyers paypal address which according to the terms and conditions of paypals "seller protection" is enough.

[kernowlass]

@swanee 

Wrong, you need proof of shipment and proof of delivery OR signed delivery.

They don't say proof of shipment OR proof of delivery.

[swanee]

But this is from their own pages of seller protection.

PayPal "Seller Protection" page it says:-

• Provide proof of shipment or delivery.

And in all honesty if that page is somehow wrong and you do need tracking then "seller protection" is in reality next to non existent.

[swanee]

Ah well I gave them a ring and they never disagreed with anything I said, and would raise this to be further looked into regarding "seller protection" and also contact the buyer.

So hopefully I will get some answers. Unless their phone help is like ebay where they just say what you want to hear but I think they are a lot better than that.