PayPal refunded the guest on a fraudulent chargeback and does not to open the case because?

[Juli2374]

The fraudulent guest requested a refund and PayPal refunded him in full while we were on vacations with limited access to emails. So we did not responded on time.  Now, PayPal does not to re-open the case  despite many proofs and evidence that this is a clear fraudulent chargeback and  obviously this decision by PayPal is absolutely unacceptable, it contradicts the common sense. If you see that automated decision is wrong, where is the human intellect to override it?  The support keeps saying:" we are sorry, we can't:"

I don't want to stop cooperation with PayPal, it has always been a positive experience until now, however, the refund is significant, the guest lived in the apartment for free thanks to PayPal and we lost double the amount (we are the travel agency and we paid to the property owner)

What shall we do now, I don't see any other solution now, but to terminate cooperation under these circumstances and it is a pity because if it happens, PayPal looses us a a customer and  we loose PayPal as payment partner. Who wins? The fraudulent customer.

Best regards,

Julia

[kernowlass · Accepted solution]

@Juli2374 

Sadly you lost your seller protection.........

To be eligible for PayPal seller protection, you must meet all of these requirements to be covered:

1. You must respect the requirements specified in Section 11.3 in relation your PayPal Account.
2. The transaction must be marked by PayPal as eligible for PayPal seller protection on your Account “Transaction Details” page.
3. If it is marked eligible, protection for both Unauthorized Payments and Item Not Received will apply.
4. For tangible items, post the item to the shipping address on the “Transaction Details” page. If the item is delivered in person or if the seller posts the item to a different address (for example, if the buyer asks that you send to another address on the basis that it is a “work address” or a “gift” address) then you will not be eligible for re-imbursement under the terms of the PayPal seller protection.
5. You may access the “Transactions Details” page by logging into your PayPal Account, selecting “History” and then selecting “Details” for the transaction.
6. You must follow the delivery requirements described below.
7. You must accept a single payment from one PayPal Account for the purchase (partial payment and/or payment in instalments are excluded).
8. You must respond to PayPal’s requests for documentation and other information that is reasonably required by PayPal to investigate the matter in a timely manner.