Dispute Nightmanre

[Bestwinesonline]

I receive 3 notices of claims that were opened, claiming unautorized payments.  I look at the sales receipts and see the product in being held at our store in will call.  Since i still have the product, I accept liability of the claim and the chargebacks were made to my account.  In the resolution center, only one of the cases was changed to "Case Closed", the other 2 remained with the status of "being reviewed by paypal", although the funds were taken from our account already.  I don't really think anything of it and figure the status will be changed soon enough.  

A couple of days later, the buyer calls  and explains that  while on vacation, his credit card is compromised.  He contacts credit card company to report it, telling them  he just made 3 purchases from my company and that those charges are okay and valid and not to dispute them.  We informed him that they had already filed the disputes and that we accepted the liability.  So he tells us he is going to call his credit card company and have them reverse the dispute.  

A few days later, in the resolution center, the 2 cases that were still being reviewed by paypal now had a status of "Counter-claim filed by card issuer".  That weekend, the buyer comes to the store to pick up his purchaes, assuming that everything was fine with his payments now.  When he came to the store, he was given incorrect information and told that one of the cases was closed and refuned, but that the other 2 amounts had not been refunded.  The person who told him this, just saw that there were 2 cases still opened and assummed that nothing had happened yet (he doesn't deal with chargbacks or disputes so didn't really know what he was looking at).  So buyer pays for the amount for the case that was showig closed, but not the others because "we" told him that no funds were send back to him on the others.   We gave him all the product he "purchased", including the 2 that had been chargedback. So now i am out product and money for two out of three purchases.

Upon returning back to work on Monday, i am explained the situation and inform my colleagues that we were charged back for all 3 purchaes and now we are owed money on 2 of them.  The buyer calls a short time later, stating that we double charged him because his credit card company is telling him that they "released" the funds back to us.  So the buyer is under the impression that we owe him for the invoce (the case that was closed) that he paid when he came to pick up his products.  And I am showing that he owes us for the other 2 invoices.  

I try to contact my account rep, but her voicemeail says sh'es outof office and leaves numbers of two other people I can contact in her absence, which i call an leave mesages for both.  Neiher call me back.  I send an email, no response. (The 2 cases that had the counter-claim filed and were being reviewed by paypal are now at a  case closed status with the last update saying "no funds were transferred from your account) I leave another message a couple days later and finally receive a call back.  (Getting in touch with anybody at Paypal is a joke).  Anyway, the rep tells me that they only show the original payments that were made and then the chargebacks.  But nothing on receiving a second payment.  I ask about the counter-claim and what that was about - he tells me it's just "jargon" that they use.   I call the buyer back and tell him he needs to call his credit card company and talk to them because we haven't recieved payment.  

That was almost 2 weeks ago and the buyer's credit card company is still telling him that we have the money and gives him 6 different refernce numbers related to the payments (Which mean nothing to me) and 3 refernce numbers for the credits" (chargebacks).  Today, I have left more messages and send another emial to paypal trying to get ANYBODY to call me back.  The buyer keeps calling me everyday and emialing me several times a day and wants this handled.  I don't know what to tell him anymore.  I only know what I get from Paypal and they are  not helping me at all.  

I cannot talk to his credit card company directly, they won't talk to me.  So I want Paypal to talk to them and figure out what is going on.  Paypal states that they " We investigate and stay involved every step of the way".  Well, where the heck are they now??  This is not resolved since the buyer thinks were are holding money we don't have.  What am i supposed to do??  I need to prove to him that his credit card company has made a mistake and I need paypal to discuss this with the card issuer.  This buyer is getting very upset with me and I'm at a loss for what to tell him.  

Where do i go from here??