CHARGEBACK

[disguisted]

I am very dissapointed with paypals chargeback response. When I sold the item it said plainly no returns sales final and even ebay ruled in my favor that the customer had no leg to stand on and ruled in my favor! PayPal done nothing for me at all and now the customer has my product and I am out the $600. So I paid the customer to take my item and had to pay the fees associated with selling item on ebay so I literally sold my item to the customer for $-800 and all I get is a piece of paper thanks for nothing!!!!!

[bvaz]

Paypal would never give the customer his money back until the buyer sent you the item back,

What happend is the buyer file with his credit card company in order to get his money back, does not have anything to do with paypal

[remains_unseen]

I'm very worried about the same thing. Because they claimed the chargeback through their CC company, do we as sellers have any leg to stand on? I have shipping and delivery proof, as well as a tracking number, will this help my case at all even though they're not doing their claim through eBay?

In the very least, can we contact eBay and Paypal to recoup the expenses we will lose on final value/money transfer fees if we lose our case?

Best of luck to you as well.

[PayPal_Olivia]

Hi folks!

Chargebacks are definitely no fun for a merchant. The process is costly, time-consuming, and requires specific kinds of responses at specific stages for the seller to even have a chance at winning. If you, as a merchant, were accepting credit card payments without a processor, you would spend money and time to dispute every chargeback, regardless of outcome. Many merchants simply accept every chargeback without dispute in order to avoid the expense.

PayPal employs an entire department full of people to handle that for PayPal sellers. There are people whose sole job is to advocate for our sellers in disputes with credit card companies. The knowledge and experience that PayPal brings to bear when disputing chargebacks increases your likelihood of winning significantly, when compared to the success rates of merchants who dispute directly with the credit card company. Not every battle can be won, but PayPal will even cover your loss in situations where the Seller Protection requirements are met.

I know it may not seem like it when the outcome is not in your favor, but PayPal is in your corner. Click here to learn more about Seller Protection, and how it works for you.

Olivia

[remains_unseen]

Thanks for giving us some information, Olivia. I have one further question:

Since this is only a claim of unauthorized credit card use, is there any way you can help contact them to send my item back? I'm fairly certain they won't, because they refuse to answer my emails (and suspectly submitted this chargeback claim the day after the high price electronic item was delivered to them). I just don't understand why someone who didn't authorize the credit card usage would wait the 7+ days to submit a claim if they weren't trying to get the item and their money back. Not only that, the email address they filed the claim with is what they used to send me the payment and respond to my first couple emails before I packaged and shipped the item.

I know if I got a notification from Paypal that I had sent payments I was unaware of to this same email address we were corresponding with and they used to pay, I'd immediately have submitted a claim. Sounds completely fishy to me and I hope Paypal's Seller Protection services will see this as clearly as it is.

Thanks in advance.

[PayPal_Olivia]

Hi folks!

remains_unseen: Well, think about it this way. The claim is for unauthorized credit card use. That means that the person who owns the credit card is saying that they did not make the purchase. So, what it sounds like happened here, is that the person received a credit card statement or logged in to their online credit card account and saw a charge they didn't make. They then reported it to their credit card company, and a chargeback was filed.

So if you shipped an item to someone using this person's credit card, chances are good that the address they asked you to ship to is not the cardholder's address, or they are have some other way to waylay the package in order to get it. The cardholder will not actually be in possession of the item to send it back to you.

This is where Seller Protection comes in. In a situation where the fraudster has victimized both the cardholder and the seller, the cardholder has the protection for unauthorized purchases, and the seller does too - as long as they follow the guidelines that ensure a safer transaction. The Seller Protection guidelines often even prevent a fraudulent transaction from happening, because a seller can evaluate the circumstances of an unprotected transaction and choose to say "I don't want to accept the risk here."

ginka09: redpower's answer is correct.

Olivia

[remains_unseen]

Hi Olivia-

First of all, thank you for responding and providing some more information. I understand the concept of a chargeback and why someone may have issued one. My question now however, is that in their initial payment, Paypal had stamped their address "Confirmed" in the green text I always look for before sending items. Obviously this means the card on file is linked to that address I'm shipping to and has been verified by Paypal. Not only this, the person claiming the chargeback is still using the same email address they've corresponded with me previously and used to pay for their eBay win.

Now, I don't know the inner workings or techniques of being a fraudulent buyer, but as a seller, if I can't depend on a Paypal confirmed address linked to the payment and the fact that they utilize their email address connected with the account, how can I ever be sure someone is actually sending me a payment without the intention of immediately issuing a chargeback after my item gets to their location, like what has happened here?

Thanks again-

[PayPal_Olivia]

Hi remains_unseen,

You've thought this through, and you make good points. Under most circumstances, the things you checked into would mean a situation where you have an excellent expectation of a safer transaction. An unprotected transaction still has some degree of risk due to factors that may not be apparent in the information that you reviewed. Seller Protection is the safeguard for a seller in those situations. It even works in the reverse - sometimes addresses that are completely valid are flagged as unconfirmed, but shipping to an unconfirmed address in a Seller Protection eligible transaction is okay (with tracking, of course).

Olivia

[remains_unseen]

Well, I wish the Paypal employees in charge of reviewing Seller Protection within Chargeback disputes thought like you, because they decided in favor of the buyer yesterday and I am now item-less, money-less, and being charged an additional fee on top of everything by Paypal just for looking into it.

Though I have mentioned in my own topic on this board as well, the worst of part of this is that they gave the reason for it as being "You did not send the item to the transaction address" when I clearly did and even provided proof of doing so and proof of delivery.

Is there a phone number I can call to discuss this further? Is there any hope of reimbursement to me?

[PayPal_Olivia]

Hi remains_unseen,

Yes absolutely. If the transaction was listed as eligible for Seller Protection, and you provided proof of delivery (with signature if over $250) to the address in the transaction details within the stated deadline, you should have been covered. Please definitely do contact Customer Solutions to find out what happened there. Let us know how it turns out!

If you click the link above, you can click call us. If you log in, you'll get a webpin number that will get you through validation more swiftly. If you don't want to log in, just click the continue button on the right.

I am rooting for you!

Olivia