Customer transaction reported to the bank
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I am a small Colombian company and I sell religious jewelry products. On May 12 I received an order through my website and the buyer paid through Paypal. Two weeks ago I received an email saying that I had an open dispute. The dispute was opened by the client reporting a fraud directly with their bank (Chase), I attached all the documents, chats, papgo supports and shipping guides, now they tell me that I lost the dispute and that the bank made that decision so they withdrew the money from my account Paypal ($584 USD) and I as a seller was left without the money and the products.
I already appealed the case but Paypal tells me that the bank is the one that makes the decision, I am quite worried because I call Paypal and they do not give me a response, they give me time periods to call again and consult, but in case I lose In the appeal, the advisor tells me that nothing could be done, in that case, who is responsible for the money? Or, failing that, how do I get my merchandise back?
I find it incredible that Paypal puts me in the worst scenario as a seller, and that they tell me that they have no way to control the situation, because at the end of the day I use this gateway for support, also taking into account that the commissions are not low at all, Well, this is why I use them and not other payment gateways.
What I can do?
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Disputes & Chargebacks
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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.
If the card issuer grants the case in the buyer's favour, Paypal review the transaction on your PayPal account to see if it is eligible for Seller Protection.
Review this link for information on the Seller Protection Policy - https://www.paypal.com/smarthelp/article/what-is-the-paypal-seller-protection-policy-and-
If the buyer is in the same country as you then do you have a small claims court you can file in?
Advice is voluntary.
Kudos / Solution appreciated.

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