PayPal Stole Money Out Of My Account

[mirofoss]

I had an issue with a buyer. The short story is the buyer made multiple purchases from my Ebay store. On the second purchase everything went smoothly back in August. After two months the buyer decides to 'Charge back' because she does not reconize the payment on her credit card; so of course PayPal takes the money out of my account and puts it to 'pending'. After doing all of the investigation work for PayPal which included copies of sales receipts, screen captures of emails with the buyer.... It turns out the buyer received the items and everything was okay. She simply noticed the transaction on her bill with called "admin@paypal" and it came out almost two months after the orginal sale. She therefore called her credit card company and stopped the payment.

So I provided all the evidence for PayPal and they basically said I was a good customer... Good standing.... Blah Blah Blah.. They asked if I had proof of shipment. I scanned the receipts and customs bills from the post office and sent them to the claims email. Now they tell me that I didn't provide proof of shipping and they took my money out of the account, plus a $20.00 chargeback fee. How can they do this when I followed their instructions and sent all the information they wanted? I cannot believe that I am out the purchase price of the items, the shipping cost of the items, AND a twenty dollar fee! I tried to go through the resolution centre and there is no way I can attach the pdf of my scanned post office receipts because they closed the case... I understand PayPal is one of the only ways to do business now, but how does this help people when you can just suck money out of the account without even a phone call or proper email. This is absolute garbage! I know I am a small business and I am not clearing thousands of dollars a month so I may not matter to PayPal, but this is absolutely horrendous customer service and customer policy.

[DPCreations]

The proof of delivery PayPal needs is online tracking number; you did not provide that information.

[lancelotme]

where is the buyer?

online viewable,trackable delivery confirmation saying it has been delivered to the customer address is needed to win Paypal dispute of item not received.

Chargeback is coming from customer credit card company,the role of Paypal is to forward your information along with whatever they have to help your case to her cc issuer,the cc issuer decides.

the name paypal admin does not sound right,it should be paypal and then your seller ID,but the payment amount matches?

go back and find the transaction in your activitiy history and see what else is there,if you haev download it to your bank account,find the bank statement and see what is the description? 

[sharpiemarker]

---

@mirofoss wrote:

They asked if I had proof of shipment. I scanned the receipts and customs bills from the post office and sent them to the claims email. Now they tell me that I didn't provide proof of shipping and they took my money out of the account, plus a $20.00 chargeback fee. How can they do this when I followed their instructions and sent all the information they wanted? I cannot believe that I am out the purchase price of the items, the shipping cost of the items, AND a twenty dollar fee! I tried to go through the resolution centre and there is no way I can attach the pdf of my scanned post office receipts because they closed the case...

---

Call customer service to appeal or if it lets you appeal in the case online (the option may appear after some days the is case closed), do it and provide the tracking number.  PayPal bots cares mostly about proof of shipping/delivery and not so much about email convos, videos, screenshots so don't use up the upload doc function for that.  I know you sent them but the first line of defense is material relating to shipping: tracking number to be submitted right in the case.  Don't email it because they have to search it out in the emails.  Most of these things are automated and don't always have human looking at it.

[lancelotme]

@sharpiemarker

this is a chargeback,not paypal dispute.

CC issuer may not need online viewable tracking ,she has postal receipts ,that number is also trackable online.

but if she has an overseas buyer,then it is not trackable overseas. 

[sharpiemarker]

I know it's a chargeback.  I am talking about getting PayPal seller coverage for chargebacks based on Unauthorized use. The buyer did not recognize purchase. They asked for "proof of shipment". According to the OP, he sent that, even customs forms and postage receipts.  For Unauthorized Use chargeback its either "proof of shipment" OR "proof of delivery".  Winning the chargeback with cc itself is beside the point from getting coverage from chargebacks if you are eligible.  Unless my understanding of getting chargeback coverage is wrong and you are only covered if you win the actual chargeback.  We all know the cc will side with the buyer so if that is the case then no one would get coverage from chargebacks.  Is that it?

So the OP has to call up a dispute specialist and straighten that out.  As long as the seller has met the basic requirements and the additional requirements of Unauthorized Use of the seller protection policy of the country of where the buyer is located, the OP should be reimbursed.

[lancelotme]

---

@sharpiemarker wrote:

I know it's a chargeback.  I am talking about getting PayPal seller coverage for chargebacks based on Unauthorized use. The buyer did not recognize purchase. They asked for "proof of shipment". According to the OP, he sent that, even customs forms and postage receipts.  For Unauthorized Use its either "proof of shipment" or "proof of delivery".  Winning the chargeback with cc itself is beside the point from getting coverage from chargebacks if you are eligible.  Unless my understanding of getting chargeback coverage is wrong and you are only covered if you win the actual chargeback.  We all know the cc will side with the buyer so if that is the case then no one would get coverage from chargebacks.  Is that it?

---

yes,with unauthorised payment,seller needs to show proof of shipping to the address on Paypal payment,not necesarily it has been delivered.

But since she lost the chargeback and PAYpal did not offer protection,it could be her postal receipt and custome numbers are not trackable ?  

[sharpiemarker]

---

@lancelotme wrote:

---

@sharpiemarker wrote:

I know it's a chargeback.  I am talking about getting PayPal seller coverage for chargebacks based on Unauthorized use. The buyer did not recognize purchase. They asked for "proof of shipment". According to the OP, he sent that, even customs forms and postage receipts.  For Unauthorized Use its either "proof of shipment" or "proof of delivery".  Winning the chargeback with cc itself is beside the point from getting coverage from chargebacks if you are eligible.  Unless my understanding of getting chargeback coverage is wrong and you are only covered if you win the actual chargeback.  We all know the cc will side with the buyer so if that is the case then no one would get coverage from chargebacks.  Is that it?

---

yes,with unauthorised payment,seller needs to show proof of shipping to the address on Paypal payment,not necesarily it has been delivered.

But since she lost the chargeback and PAYpal did not offer protection,it could be her postal receipt and custome numbers are not trackable ?  

The documentation could be online or physical so why couldn't it be a postal receipt but we don't know if those receipts gave the info PayPal needed.

[stuartbrown · Accepted solution]

All sellers should be aware that paypal is slanted against themand for the buyer. They should be aware that unless you have proof of postage and the Item is tracked Paypal will stop your payment this happened to me six weeks after sale I was not contacted they just emailed me to say t5hey stopped the payment when I phoned to complain they hung up on me

[mirofoss]

Well I guess my customers will just pay increase of five dollars for the shipping so that the parcels can be tracked ...

[stuartbrown]

I have stopped offering paypal on the listing  I only offer payment by check I have added note to listing that if they need to pay via paypal they will pay increased postal charge first buyer has paid via check so no paypal charges  Great!!!!