A customer purchased 2 items on our website four months ago. We just received a chargeback notice saying unauthorized purchase. We provided PayPal with the invoice, the FedEx Proof of Delivery as well as address verification, credit card authorization, and validation that the security code matched. Within an hour, the case was closed in the customer's favor and we were charged $20 for the chargeback on top of the $150 merchandise loss and shipping costs we are out. The only reason PayPal provided for this chargeback was "OTHER". We called PayPal and spoke with an agent. Our simple question was why? She read the standard computer generated reasons these employees are provided, but she refused to look into this further. We asked for a supervisor and she put us on hold for over an hour. We tried the Live Ask Agent feature but were met with the same cue card answers. How do we protect ourselves if we don't know why the chargeback occurred? Why does PayPal refuse to contact the customer's bank to ask? When you do everything by the book and get burned like this, you lose faith in PayPal. Could it be they are short-staffed and simply closing out cases to keep on top of the workload? Something is amiss. Sellers beware....even if the i's are dotted and the t's are crossed, a customer can dispute a charge and PayPal won't help you at all. Perhaps this is why their stock is down from $300 to $95?
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