Facing Multiple Problems with the Same Buyer

[Mawlon]

Hello PayPal Community,

I hope this message finds you well. I am reaching out to seek assistance regarding a concerning situation I am currently facing with a buyer who has initiated chargebacks on multiple transactions.

I am a seller of digital products, and I have had three transactions with this buyer. The first transaction went smoothly without any issues, and even after a month, there were no problems.

However, after three days of our second transaction, which involved a $64 payment, the buyer filed a chargeback claiming an unauthorized transaction. This action has resulted in a negative balance in my PayPal account.

Upon contacting the buyer, I was informed that their account had been hacked, and they expressed willingness to make the payment again to help resolve the negative balance on my account. Unfortunately, a few days later, the same buyer initiated another chargeback on the payment made to resolve the initial chargeback, once again citing unauthorized payment.

At this point, I find myself facing two chargeback disputes from the same person with the same reason. The evidence I have for these transactions includes our Discord conversations and screenshots the buyer shared after sending the payments.

I am seeking guidance on how to address this situation and protect myself as a seller. Any assistance or advice you can provide would be greatly appreciated.

Thank you in advance for your time and attention to this matter.

[kernowlass]

@Mawlon 

Paypal do not consider screenshots or conversations as proof of delivery of a digital item.

You need to go and read up on the criteria required to prove delivery of a digital item in paypals seller protection policy.

Legal bottom of this page > seller protection policy.

[Mawlon]

I currently have two open dispute cases. The buyer initiated a chargeback on the payment intended to resolve my initial negative balance. Although I now have another negative balance, it hasn't accumulated further. If I choose to pay the current negative balance while the dispute cases are still pending, and in the event that I lose these disputes when they are eventually closed, will the negative balance increase again?

[PayPal_JonK]

Hi everyone! Thanks for visiting PayPal's Community Forum. I'm sorry to hear some recent transactions haven't gone quite as expected. Thank you for your help so far on this one @kernowlass.

@Mawlon, welcome! I can understand this must be a bit of a confusing situation. Normally, PayPal will place disputed funds on hold while they are investigating the case. If the case is decided in the buyer's favor by PayPal, the funds placed on hold will normally be used to fund the refund. 

I hope that clears things up. Best wishes with your case!

 - Jon K