I am an e-commerce website owner and seller. A customer has placed multiple orders with us(10++order), totaling approximately USD 1500, all paid via PayPal. After I process the order shipped and delivered, a month passed and the customer filed a PayPal chargeback claim, alleging unauthorized payments.
I have provided proof of delivery, including courier waybills and tracking information, which confirm complete delivery. Is this sufficient evidence to win the case? The shipping address used matches the customer's PayPal account information.
I am concerned about the significant amount of money involved in this chargeback. It's also frustrating to spend time gathering evidence for each transaction and this makes our account balance negative.
Is it possible that this customer is a scammer trying to obtain free items without paying? I'm hesitant to conclude this, as this customer often continue to visit our site and just now they place new orders again.
However, I think I will not processed the recent orders until the existing chargeback is resolved. Or should I process refund to this customer right away? Is there a way to block this customer's PayPal account? I do not want to accept any more orders from this customer. Thank you in advance.
