raudulent transaction

[Kasunlondon]

I can’t believe Paypal keep letting fraudulent transaction through, and expect small businesses like us to cover the cost. This fraudulent transaction was processed by their system 5 months ago and now they have taken £400 out of my account. No explanation given, but yet they kept all processing fees for this transaction. Really disappointed how they treat small business/small shops especially in a time like these but pretend to help us on social media. 

[sharpiemarker]

@Kasunlondon 

Are you sure there is no explanation? Did you click on the transaction for details? Was it a credit card chargeback? Did you incur a $20 chargeback fee? Also look in the Resolution Center to see if there is an open  PayPal dispute or a chargeback.

[Kasunlondon]

Only explanation given is below,There is not even a option for me to reply. 

Dispute reason

Unauthorised

Case status

Closed

Case resolution

Decided in buyer's favour

[sharpiemarker]

@Kasunlondon 

The buyer reported the transaction as "Unauthorized". That was the reason.

Was it a credit card chargeback? Were you charged extra $20 (or currency equivalent) chargeback fee? Were there any emails that were in the spam folder that you didn't see so didn't respond to the dispute in time? Or PayPal just emailed that unauthorized dispute was filed against you and case closed?

[Kasunlondon]

PayPal only asked me to provide tracking details for the order. Which was signed and delivered.

[sharpiemarker]

@Kasunlondon 

With unauthorized transactions you do provide proof of delivery to get covered but there has to be some criteria (see section 6 and 10) you did not meet or something and/or they decided not to cover you. If this was a credit card chargeback and not a PayPal dispute, the bank makes the decision on the case, not PayPal. If the bank decides to refund then PayPal has to pay the bank back and in turn hold you liable as we are sub-accounts of paypal's.

You'll need to keep trying to contact customer service to appeal their decision:

1. Log on.
2. Click HELP at the top menu.
3. Scroll down and click CONTACT US.
4. Scroll down to click CALL US or other contact options such as live chat.

Or contacting via social media:

Facebook (US): https://www.facebook.com/PayPal/

Facebook (Worldwide): https://www.facebook.com/paypal

Twitter (Worldwide): @AskPayPal 

[Kasunlondon]

It's not fair to hold us accountable for fraudulent transactions. We pay PayPal to process transactions, it is their responsibility to put through only accurate ones.  I'm the only losing out. Everyone washing their hands apart from me.

I feel PayPal helping thieves to get away with it. 

[sharpiemarker]

@Kasunlondon 

You'll need to speak with customer service. If you have proof of delivery that is still available for PayPal to view or proof of postage (receipt), generally you should be covered.

1. Log on.
2. Click HELP at the top menu.
3. Scroll down and click CONTACT US.
4. Scroll down to click CALL US or other contact options.

Or contact via social media:

Facebook (UK): https://www.facebook.com/PayPalUK

Twitter (UK): @paypalUK 

Facebook (Worldwide): https://www.facebook.com/paypal

Twitter (Worldwide): @AskPayPal