PayPal won't provide a reason for a chargeback that a customer won

[GoodCitizen7]

A customer purchased 2 items on our website four months ago. We just received a chargeback notice saying unauthorized purchase. We provided PayPal with the invoice, the FedEx Proof of Delivery as well as address verification, credit card authorization, and validation that the security code matched.  Within an hour, the case was closed in the customer's favor and we were charged $20 for the chargeback on top of the $150 merchandise loss and shipping costs we are out.

The only reason PayPal provided for this chargeback was "OTHER".  We called PayPal and spoke with an agent. Our simple question was why? She read the standard computer generated reasons these employees are provided, but she refused to look into this further. We asked for a supervisor and she put us on hold for over an hour. We tried the Live Ask Agent feature but were met with the same cue card answers.  How do we protect ourselves if we don't know why the chargeback occurred? Why does PayPal refuse to contact the customer's bank to ask?  When you do everything by the book and get burned like this, you lose faith in PayPal. Could it be they are short-staffed and simply closing out cases to keep on top of the workload?  Something is amiss.  Sellers beware....even if the i's are dotted and the t's are crossed, a customer can dispute a charge and PayPal won't help you at all. Perhaps this is why their stock is down from $300 to $95?

[kernowlass]

@GoodCitizen7 

An unauthorised transaction means that an account holders Paypal account was hacked and used without their consent by your ?buyer.
If Paypal check IP addresses etc and find in favour of the account holder then of course they are reimbursed.

However you would not lose out either as long as you met ALL the requirements of seller protection, however as you were charged the card companies processing fee then it sounds as if you were not covered so your best bet is to go and read up on paypal seller protection in their user agreement to see where you missed out? 

[GoodCitizen7]

We are a business. We use PayPal to process our card payments. This has nothing to do with the bogus seller protection plan, but rather why PayPal won't step up, and contact the disputing bank to provide a reason for the chargeback. If we don't know why it was charge backed, how do businesses protect themselves in the future?  I have read a lot of your replies and you should try sounding less arrogant and have less of a know-it-all attitude because you do not know it all.

[kernowlass]

@GoodCitizen7 

Chargebacks are not paypal, they are via the card issuer, paypal can only pass on the information you give them to the card issuer.

So if that is the case step up and provide that information......if you did and lost then try reading the user agreement for seller protection as previously advised.

Paypal does not give you 100% protection you have to read and then risk assess your own transactions.

That's not arrogance, it's called common sense.  😂

[GoodCitizen7]

The bottom line is PayPal says the reason is "OTHER". How is that a reason?  How does a business prevent illegitimate chargebacks in the future? It isn't complicated, it is just simply that PayPal is too lazy to contact the bank and ask. That is common sense.