how to resolve a chargeback?

[MoonzaTelecom]

A buyer purchased a service from us (voip balance) one moth ago and now he opened a case in PayPal (unathorized charge)

His voip balance is already used, so what we can do?

[kernowlass]

@MoonzaTelecom

An unauthorised payment means that the ''buyers'' account was hacked and used without their consent.

So in that case if paypal agree that this was the case then of course the account holder needs their money back.

HOWEVER normally you would not lose out as paypal would reimburse you under seller protection BUT seller protection does not cover digital / virtual services so unfortunately if paypal find in their favour you would have to refund them.

[MoonzaTelecom]

Hello, thank you for your answer,

I noticed that the sender account is Non-US-unverified, can that help me to not loose my money, or what kind on information have i to give it to paypal to not loosing my money?