Chargeback and Seller Protection

[VinionGR]

Hello,

A client recently initiated a chargeback. The chargeback reason is "Item not received"

The items have been shipped by DHL to the address the buyer has registered on PayPal and I had the tracking number added on the PayPal transaction.  I also contacted DHL which gave me the proof of delivery document.

Immediately after the client initiated the chargeback I uploaded the proof of delivery document, a screenshot from DHL's online tracking, and the communication I had with the buyer and the DHL shipping company to the PayPal resolution center form.

Since the beginning of the chargeback PayPal withdrew the payment's money from my account. More than 7days have passed...

I tried to contact PayPal 4 times already, kindly asking to tell me if I am protected by the seller's protection program or if there are chances for me to loose my money. The only answer I got is that the information I provide is enough for PayPal to fight the chargeback
and that they will contact me if it is necessary.

The message I see on the case is:
After reviewing the info we received, we were unable to cover this payment and have debited ###,## EUR from your PayPal balance. We’ll attempt to recover this amount from the buyer’s financial institution. If we’re able to recover the payment, the money will be credited back to your balance. It could take up to 75 days for us to get a resolution.

I read the seller protection program's rules and I found that I am eligible.
I sent the item's to the correct address and I have a proof of delivery document from the DHL shipping company.

Can someone explain to me why PayPal has withdraw my payment's money and
why the seller protection program doesn't protect me ?

Why is my payment still missing from my wallet ?

PS. PayPal also charged me 14euros (Chargeback Fee) and also charged me the transaction fees.
For the 14euros chargeback fee I get it....
But why did PayPal charge me the transaction fees they received at the time of the transaction?
Transaction fees are PayPal's money not mine... Right ?

[kernowlass]

@VinionGR 

The chargeback process is external to the PayPal system. The buyer's credit card issuer grants its members specific consumer protection which PayPal has no authority to replace or reduce. If a PayPal user initiates a chargeback with their credit card company PayPal have no way of stopping the claim.

There are costs associated with processing chargebacks. When a PayPal payment is charged back, PayPal are charged a fee by the credit card issuer. They pass this non-refundable fee on to you. 

If the card issuer grants the case in the buyer's favour, PayPal will review the transaction on your PayPal account to see if it is eligible for Seller Protection. - https://www.paypal.com/smarthelp/article/what-is-the-paypal-seller-protection-policy-and-what-items-.... 

[VinionGR]

Hello,

Thank you for your reply.
I have read the PayPal Seller Protection Policy many times these days and I can tell I am eligible.

So, if I get it in the right way, PayPal will not protect me with the seller protection program until they communicate with the card issuer and find a solution. PayPal says that this thing can take up to 75 days. Do I describe the situation correctly?

As for the fees....

PayPal needs 75days to protect me but, since day 1, they hold my payment, charged me 14euros charged back fees, and they also charged me the PayPal Transaction Fees (-€13,32 EUR). PayPal transaction Fees is the amount PayPal removed from my payment when the buyer bought the items from my website, it is the PayPal's payment. So they charge me twice this amount of money.