Had a recent transaction where a customer made an "fraudulent" unnauthorised transaction claim with their card company and the decision for a chargeback had gone towards the customer despite all the information that was sent to PayPal where the customer (from his verified email address) admitted that he did not make a claim. He said he only made a claim as the item, which is custom made and takes around 3 weeks to make was taking long and that i should ignore the claim and post out his item. His item that was being made was within the 3 weeks timeframe. The item was ready to ship out but we just needed confirmation of his telephone number so we did not have any proof of postage as item was yet to ship out from which the final decision was made on. Our items are all custom made and take 2-3 weeks to make and not off the shelf so we cannot post item straight away. This was an order of £2200+ for a custom made order and according to paypal buyer protection they are not protected for custom made items. Also I sent proof where the customer has said he did not make a claim as well as him sending various emails from his verified email account. Business sellers like myself who make custom made products have no protection whatsoever from people making fraudulent claims against us despite being told we are “protected”. Any individual at anytime could do this and in turn leave me out of pocket (this occasion more than £2000). I deal in transactions of a large amount with Paypal (£2000+ per transaction). I use PayPal as it convenient for my customers but if I’m at risk in every transaction and something like this happening how can I possibly use PayPal going forward especially knowing our products are custom made and take around 3 weeks to ship. I believe this decision is incorrect and needs to be looked at again including all the proof and not based on a decision by checking against a tick list of what has been done / hasn’t been done (no proof of postage as item was ready to ship anyway but needed confirmation). I'd like PayPal to look at this decision again using all proof and facts as this affects my business a great deal.
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