Hey there,
I have a Shopify website linked with Paypal express checkout. On the 21/07/2018 I had a buyer do a big purchase of $797.00NZD but the next day they opened a case via Paypal. On the 01/08/2018 i received an email saying i had a case opened against me and that i need to add more funds into my Paypal account as i was now in minus. I contact Paypal as soon as I received an email, they informed me that I needed to provide a tracking number as my account was on hold with minus funds showing. I provided my tracking number the same day, the operator on the other side removed the hold and said I was protected by seller protection and had nothing to worry about. I contacted my shipping provider to track the GPS tracking of the courier driver to prove that they delivered the item to the correct address (which they did).
Today, 20/08/2018, I received an emailing saying my account is again in debt as due to this case, with my funds being gone again from my account as I didn't provide shipping details. When I had contact Paypal several times providing them with shipping details and also asking them if their is anything else I need to provide and also making sure I was protected (which they told me I was). Till this day i've sent Paypal (tracking details, letter from the tracking company, photo of the order, video footage of me packing the order and also photo of the order box).
Paypal said as the buyer opened a case with their bank account I am not covered, and Paypal spend $500 fighting for my on this case. I did everything right that I could. I contacted Paypal 3 times last night to get more information in regards to this case, every time I've called they have always asked for the tracking number which just seems weird as i have given it since day one and they should have a record of it. Last night when i called the third time a lady called ''Torine'' said the tracking number i provided had 2 orders showing, she told me i had another tracking number joint with this case i am currently having an issue with. The thing is the other tracking number she gave me was completely for another case/dispute i was having and that was closed. Please help/guide me
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