Hello. I hope someone can help. We have 4 months we opened our business to sell computer hardware and accessories. Until now we only made 4 sales online. Yes very bad the sales. We are with high large IT Distributors as Techdata, D&H Distributin, Malabs, etc. Now the case is that a client brought 3 CPU processors, then they were shipped and delivered, then at the week after the order was delivered aprox., that client made another new order with identical products, and again the products were shipped and delivered. The carriers were FEDEX and UPS. Now, after 1 week of delivered the second order I received an email of PayPal that the client opened with her/his financial is institution a dispute of unauthorized transaction. Imagine that! A fraudulent client, very clear! We called PayPal immediately and on the account appears we have the balance in debt with them for the 1300 US cost of the order the client wants to steal, because they had the product. Then, we went to the resolution center to see the case and upload evidence of the emails of the client, invoices, shipments, etc. However, we saw that indeed it was the dispute opened but PayPal but for our account there was no option to upload evidence. Rare not? Well, I said that to the PayPal agent via phone and the agent told me to send an email with the evidence to a PayPal email. Now, the agent of PayPal told me that now I need to pay PayPal that money and with luck in no more than 90 days with the right evidence, we could recover our money. What convenient. We have 4 sales in 4 months each sale has the margin of 100 US profits or less and that money we use to buy more goods and they said us with luck we can recover our money for this fraud. Of course we sent email to the client, and of course the client doesn’t answer then this shows more the intention of fraud. The PayPal agent after send the email told me to hang the phone and wait for confirmation of received of PayPal. That email never arrived. Then I called back and I needed to say to another agent to wait again until the evidence was received. I waited the agent confirmed and she said that she saw the evidence and is clear that the client received the products. Including that agent told me that the evidence shows that the client made the order by herself/himself and it doesn’t enter in the subject of “unauthorized”, as the client opened, and starting with this the client is doing the wrong because with products delivered and after the client placed the order, it’s more than clear the fraud and the intention. One time that client sent me an email asking for the tracking number imagine! After they opened the dispute the client never answered. The point is when we opened the PayPal account business we were promised for protection and blablabla, now we noted PayPal wants the money of something a client stole us and they simply wish me luck for 90 days of a process of another financial institution and not them. Supposed this is because the financial institution is against PayPal, and us of course. One point to note is that all our evidence is clear more than the water, but we see a lack of protection and support, different of what we were promised. It’s supposed PayPal will continue waiting the news of that financial institution and see if they accept or not the evidence. PayPal wants the money and the most rare why we couldn’t upload evidence in our account dashboard? PayPal disabled that feature to obligate us to pay? The agents on the phone told me that feature should be enabled but not, when we were at the phone they confirmed that it was not enabled for this case. The case appears is running to kill us, paying the money of products we sent and that fraudulent client has in her/his hands. What is suggested to do here? What is the protection supposed we need to claim to PayPal? Because they want the money like priority and for us can be a disaster because someone wants to steal us 1300 US and including having all the evidence and all perfectly clear, we note we don’t have real protection. We hope someone can help us to give us orientation and avoid being victims of this fraud. Thank you
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