seller protection ?

[isualum]

Long story.

Sold new in box item to buyer. 

Buyer requested I invoice them and they would pay.

Did that with no issues.

Sent item UPS and have tracking showing delivered.

Buyer says he opened the box and the merchandise was used and wanted a refund. 

I said OK and sent UPS call tag - once I got the item back I would refund, this was done through the resolution process.

Buyer then stated it was OK and he would keep item and closed the original dispute.

The next day he files a second dispute with PayPal that someone made an unauthorized charge on the credit card.

Worked with PayPal and they said it was covered under Seller Protection (I have the chat transcript) and they put the money back in my account.

Now about 3 weeks later they debit me again (+ another $20 charge back fee)

Anyone have this happen where PayPal reverses a seller protection decision??

If this is normal then seller protection is not worth much.

This was such an obvious scam I can't believe I lost the case.

[kernowlass · Accepted solution]

@isualum 

Yeah i would contact customer services, state you have the evidence in the chat script and request a refund of the monies.

Click help / contact bottom left of Paypal pages for options available for your country.

Or have you considered contacting Customer Service via Facebook or Twitter?
You can send them a personal message from their facebook or twitter pages.
It's: https://www.facebook.com/PayPal and @AskPayPal for Twitter.

[Deesea]

Seller protection does not exist.. I provided EVERYTHING they requested..

Using a paypal business paypal account. 

• Sold product on the 15th of Feb. Shipped it out on the 23 feb.
• Was notified that a case was opened for unauthorized transaction on the buyers CC.. Provided the shipping details including proof of delivery to the buyer.. was told that was all I needed to do.
• a week later Paypal removed the funds from my account .......   3K worth!!!  without notifying me. 
• called to find out why... they said they sided with the buyers bank and nothing I can do but I can take it up with the buyers bank. Keep in mind I have no idea who the buyer banks with.. 
• opened a ticket to apply for sellers protection. they told me I had all the requirements needed. and will be contacted in 72 hours with a decision to pre pay me. 
• no response.. calle back 3 weeks later. they said that the request was denied and no reasons why. The agent said he will open a dispute and contact me within 72 hours. 
• 3 weeks later.. NOTHING.. Called back, got hung up on, never got a call back. 
• Called back.. They said it was denied again.  No reason why. 
• Keep in mind, every call was at least 2 hours waiting and explaining the case every time to a new agent. Also found out 3 calls in that I had the WRONG case number provided by the paypal agent 3 calls ago....  It was not a valid number provided by the agent.. 
• called back with the correct number after 2 weeks of no contact. 1 hour into call I am transferred to a supervisor. They say that my case is not covered by seller protection.. IF this does not qualify for sellers protection, then I do not know what is. I sold a product, shipped with UPS will all tracking info provided, Paypal takes my money out of my account without asking and tells me it is my problem now. No such thing as sellers protection. 

[giulio84]

Hello,

Thanks for your quick advice. Can I meanwhile refund my buyer and then still apply for seller protection or first I have to open a case, and after that refund the buyer?
I already tried hours ago to contact the customer service, but I still didn't receive any answer. I'd like meanwhile to have everything settled with the buyer.

Regards
Giulio