Chargeback while item waiting for collection

[auditech_online]

We received a chargeback claim from PayPal with the reason "purchase not authorised by card holder". The transaction is for an eBay order placed 2 weeks ago, tracking shows the item is waiting for collection at post office. How should we respond to PayPal? Is it a good idea to recall the item back first?

[dontmissthese]

Get PayPal on the phone. If you used online tracking and posted to the

address shown on the payment transaction then you shouldn't

be in too much bother and will win the case.

The item won't sit much longer at the post office and should be heading back your way soon.

If it was addressed to a PO Box number and could fit in the box then it might just sit there

until someone looks in the box.

[k1ooo-slr-sales]

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@dontmissthese wrote:

Get PayPal on the phone. If you used online tracking and posted to the

address shown on the payment transaction then you shouldn't

be in too much bother and will win the case.

The item won't sit much longer at the post office and should be heading back your way soon.

If it was addressed to a PO Box number and could fit in the box then it might just sit there

until someone looks in the box.

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tracked items that fit into a PO Box will show on tracking as having been delivered and not awaiting collection.

[curraone]

The reason given is "purchase not authorised by card holder".

So not really about delivery is it?    I think I would try to get the article back.

[porcelain_dolls_by_me]

Would appear the cardholder has lodged a charge-back claim with the card issuer for an unauthorised transaction?

Whether you have shipped the item, and/or where the item is does not matter.

You may be elligible for PayPal seller protection, but if not you wil need to go through a prolonged and drawn out process to get a refund.

We currently have a charge back claim that has been in the "process" fo 5 months now!!

[purplemon18 · Accepted solution]

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@porcelain_dolls_by_me wrote:

Would appear the cardholder has lodged a charge-back claim with the card issuer for an unauthorised transaction?

Whether you have shipped the item, and/or where the item is does not matter.

You may be elligible for PayPal seller protection, but if not you wil need to go through a prolonged and drawn out process to get a refund.

We currently have a charge back claim that has been in the "process" fo 5 months now!!

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As illogical as it sounds, whether you have proof of sending is pretty much all that matters. As dontmissthese said, as long as you shipped to the address listed in paypal and have proof of shipping you will win the case. This is because those are the main requirements for seller protection. If you have seller protection, most likely the buyer will get their money back and the seller will keep their money, so the person who loses is paypal.

If you can't prove shipping, even if you can get the buyer to admit that a 13yo kid used mums credit card, and that they have the game purchased, you will still lose the case (personal experience).

All that matters is proof of shipping, not delivery or tracking, just proof of shipping.