I run a small online retail store. One of my first customers purchased a technical tool from us. The item was shipped within the estimated shipping window provided in our shipping policy. Weeks later, he opened a chargeback, leaving one comment stating he felt the device looked "like a toy" because it had indicator LEDs.
I simply replied that there was no evidence given whatsoever that the product was not as described, which is what he filed the chargeback under. Indeed, the only "evidence" provided was his one-sentence remark that he decided he didn't like the look of it once he got it.
Weeks after that, PayPal decided the customer should return the product. In response, in the dispute, I provided the instructions and address to where the return should be shipped.
I heard nothing from PayPal or the customer until a month later (today), when PayPal decided to suddenly reverse their decision and charge me the full retail price and 15 USD as a penalty.
Is this normal procedure at PayPal? A customer simply has to not like the look of an item and then gets their full money returned? And they take a bit off the top just to slap me on the wrist? For what? Not somehow knowing when a customer would scam me out of a 350$ piece of kit they got on sale for 250?
Is there an actual human at PayPal who actually reviews these things?
