For the past 10 weeks, we have been under a sophisticated VPN false purchase attack from Russia that hops IP addresses and countries with each fraud attempt. They've tried out 1,500 credit cards, all with unique addresses, emails and phone numbers, and gotten through 26 times. We consider this quite serious, and the attacks are getting more accurate. 5 succeeded today alone.
Unfortunately, we can't even get the PayPal fraud team to respond coherently to this, even after 4 reporting attempts, as separate cases and as responses to disputes.
Today, after an hour on the phone, I reached confirmed validation with the PayPal rep on several matters:
1. This is not a simple dispute. It is algorithmic and repeated.
2. These fraudulent transactions can be identified by the email address format [alphanumeric string . 6-digit numeric string @ gmail.com]
3. This will be escalated to the Fraud team as a combined business case, with confirmation about each fraudulent transaction.
Instead, within 2 hours, I got this mail, confusing the whole exercise with a buyer-perspective dispute:
"We've completed our review of your unauthorized activity case, and we’ve determined there was no unauthorized use. If you're unhappy with your purchase, we encourage you to work with the seller to find a resolution. If you can't find a resolution, you may file a dispute in your Resolution Center. Based on our review, we found this transaction is consistent with your PayPal history."
So here's the question: Has anyone been able to get the attention of the Fraud department in a coherent way that resolved a chronic seller fraud issue? What should my company do differently? Right now, I'm on verge of changing payment processors as a last resort...
