COMPLETELY UNFAIR!

[StarKatz]

We have a client that signed up to our website, booked a service through our website first using PayPal then the second time using their credit card with their next booking. On both occasion's they got their order which was a reading and weren't even charged for the phone call of that reading. 
They at no time said that they never ordered anything and even went as far as asking questions at the end of the reading, all this was recorded start to finish including the part in the beginning where she was asked 'You have ordered the half hour session is that correct?' to which came her reply of 'yes'.
After the reading was done and the audio file delivered, approximately a week later we were hit with a message from PayPal to say that the funds were handed back to the client who claimed that they did not know of any such order! **bleep**!
Although we submitted the proof that shows this person signed up to our website and provided their contact number for the reading, have an audio file of their voice saying they ordered the reading and even in a follow up call admitted they booked the session. HOW can they BS like this and be given back a full refund??!! With all the evidence we handed over?? HOW??!! 
Seriously, this is ridiculous! Yes there are people who make accidental purchases, but please.. 
All they had to do was check the phone number and email address that we also had proof of her receiving and opening our email confirmations of her bookings by using the Boomerang service that shows when an email is opened. Not only did we provide that, but also the audio files!!
Yet.. they not only got a service to the value of $70 AUD, they lied and got a full refund because they said they never knew about it! 😡
What hope is there for a business if all customers lie like this one then if they use a credit card?!!


 

[tyranitar]

Paypal are thieving degenerate **bleep** so its not remotely surprising at all they stole your money.

[StarKatz]

@tyranitar
PayPal claim that the Merchant decided the customer was entitled to the money. 
Firstly our website is designed so that if they do click on an order and select to pay using their credit card they have to verify their 3 digit security code before any transaction can be processed. No person from our website sees that information as it supposedly is handled on PayPa'ls end.
So it appears that there's a loop this person found, that if they use the credit card they can get the order then get a full refund!
Not a bad scam huh?!!😠

[kernowlass]

@StarKatz 

Sadly sounds as if you didn't read Paypal's seller protection policy in their user agreement before you starting using Paypal for your type of service.

If a buyer filed a chargeback or unauthorised transaction dispute you would be unlikely to be covered.

Paypal provides 'some' buyer and 'some' seller protection and the rest is up to all of us to risk assess our transactions.

As you would not be covered by Paypal and have evidence the buyer agreed to the service then nothing to stop you taking them to the small claims court if you have that option in your country to try and recover the funds?   

[StarKatz]

@kernowlass We understand, however we thought by having proof that showed the number of visits and requests to book with us, along with them accepting the booking time offered and submitting their payment within the timeframe allocated for receiving payment to lock in the order, as well as audio proof where they are recorded speaking and saying they agreed to the reading booked along with a recording of a direct follow up call to them to ask why there’s a dispute and they are recorded actually admitting to having purchased the booking and having downloaded the recording of the session, that would be evident enough to show that this person was completely aware of the purchase from the get-go and were making a false claim. Apparently, you could have fingerprint evidence and it will still go against you as a seller if you proceed with the sale. It sucks!

[kernowlass]

@StarKatz 

The 'evidence' paypal require for you to win a chargeback is all listed in their seller protection policy.

As your sort of transaction is not covered then no evidence would change that.

Paypal only accept the evidence stated in their policy and that does not include 'chats / emails / phone recordings' etc unfortunately.