topic Re: Chargeback request in Selling

Chargeback request

antofranco — Thu, 23 Aug 2012 03:58:35 GMT

Today I received a chargeback reqeust from paypal saying one of my customers has opened a chargeback because of an Unauthorised payment but what I don't get is, they have left me positive feedback saying the item arrived and they love it, the game was a pre-order and they paid for the game 10 days before the date I posted it, which was the date I mentioned in the listing, I looked at there feedback and saw that they have bought about 10 items in that time and have left feedback for those items as well, so I am confused as to what I should do. I know I have to respond to Paypal, but I want to make sure I do it correctly. I am happy to refund the person's money as long as I get my game back.

Re: Chargeback request

lyndal1838 — Thu, 23 Aug 2012 04:06:59 GMT

An Unauthorised payment has nothing to do with whether the buyer received the item or not. It is all about the use of a credit card to pay for the item.

The owner of the credit card is saying that they did not authorise the use of the card.

I would conact the buyer and ask why they are doing this. Your course of action will depend on their answer. Unfortunately it is fairly common for this to be a way for a buyer to get their item for nothing.

Re: Chargeback request

antofranco — Thu, 23 Aug 2012 04:14:16 GMT

I understand that an Unauthorised payment has nothing to do with whether they got the item or not, but if the person is saying they didn't authorise the payment, why would they leave feedback saying they loved it, and when I go to the resolution centre in paypal to resolve this, all the options are " can I prove I sent the item" and that is why I am confused.

I have sent a message to the buyer saying I am happy to refund there money but I would like the Item sent back to me.

Re: Chargeback request

kopenhagen5 — Thu, 23 Aug 2012 04:19:05 GMT

As lyndal said, depends on their response and if you play it smart, you may catch them out on a lie if you haven't already in writing. PayPal will be very interested in a fraudulent claim. 😉

Re: Chargeback request

antofranco — Thu, 23 Aug 2012 04:23:49 GMT

Thank you for the responses, I will now wait for the buyer's reply, how long should I wait before responding to the paypal case and how do I tell them about a fraudulent claim if I can prove it.

Re: Chargeback request

digital*ghost — Thu, 23 Aug 2012 04:29:50 GMT

I understand that an Unauthorised payment has nothing to do with whether they got the item or not, but if the person is saying they didn't authorise the payment, why would they leave feedback saying they loved it,

Because the person who purchased and received the item is not necessarily the owner of the card used to pay for it.

Re: Chargeback request

***super_nova*** — Thu, 23 Aug 2012 04:35:48 GMT

Do as PP is asking you = send them proof of postage = tracking number and any receipt you got from AP

Re: Chargeback request

antofranco — Thu, 23 Aug 2012 04:39:57 GMT

The names and addresses in both ebay and Paypal are the same, so I would assume it is the same person who has opened the dispute in paypal. What I don't get is how can sellers protect themselves from buyers doing this.

Re: Chargeback request

antofranco — Thu, 23 Aug 2012 04:43:59 GMT

I can send all the proof I have that I have sent the item and that they have received the item, but why does that have anything to do with unauthorised payment, why do I have to prove that I sent the item, shouldn't the buyer have to prove that payment was made by someone other than them.

By paypal asking for proof that I sent the item, it makes it seem as if I have done something wrong.

Re: Chargeback request

kopenhagen5 — Thu, 23 Aug 2012 04:44:23 GMT

D.G., I think OP is suggesting that the unauthorised user wouldn't have access to their ebay account as well.

Then again dg, you may be suggesting that they had access and could even be a young family member telling fibs.

Re: Chargeback request

foxette-in-sox — Thu, 23 Aug 2012 04:54:32 GMT

It doesn't matter if the neames & addresses match in both Paypal & ebay-my chargeback lady used her sons credit card to pay.

A chargeback means the owner of the CREDIT CARD didn't authorise the use f it,nothing whatsoever to do with who bought & received it.

Sellers can only protect themselves against chargebacks by using either registered post or click n send-NOTHING else will satisfy Paypal.

Read their policies-its very clear.

Re: Chargeback request

digital*ghost — Thu, 23 Aug 2012 04:54:49 GMT

You have to realise that the person who is using eBay is not necessarily the same person who owns the card.

eg A person uses their own eBay account, the go to pay, putting their address in the checkout, which is where the PayPal address comes from, so the PayPal and eBay addresses will match, but when they go to pay they use a stolen credit card, or "borrow" a relative's without telling them.

The dispute is not a PayPal dispute, it is initiated with the card provider and the card provider is the one that makes the decision over who 'wins'.

If you have proof of shipping, you should qualify for seller protection and if you do get seller protection it doesn't matter what the bank decides, as you won't lose the funds.

If you don't have proof of shipping you have a much harder task at hand if you try to fight the chargeback - you will need to convince the bank (not PayPal) that the person who purchased your item was authorised to use the card. That will be easier if the cardholder and buyer are actually the same person, but quite difficult if they aren't.

Re: Chargeback request

antofranco — Thu, 23 Aug 2012 05:05:38 GMT

Thank you foxette and digital ghost for clearing that up for me. This is the first time this has happened to me and I was not totally sure how to deal with this.

I just don't like how I have to prove that I have done the right thing when the situation is an unauthorised payment, if they where claiming I had not sent the item, then I would understand why I would have to prove that.

Re: Chargeback request

digital*ghost — Thu, 23 Aug 2012 05:16:42 GMT

Thank you foxette and digital ghost for clearing that up for me. This is the first time this has happened to me and I was not totally sure how to deal with this.

I just don't like how I have to prove that I have done the right thing when the situation is an unauthorised payment, if they where claiming I had not sent the item, then I would understand why I would have to prove that.

It's a very unfortunate situation - what you are essentially dealing with is theft. That is, at some point, either when the item was paid for, or when the chargeback was initiated, someone else has done the wrong thing and sadly, if you can't fight it, you may have to pay for someone else's fraud.

There are more experienced eBayers around that can offer better advice on how to fight it without proof of shipping, and/or how to deal with the buyer, so I will leave that to them (hopefully they'll see and respond to this thread). I hope it works out.

Re: Chargeback request

lyndal1838 — Thu, 23 Aug 2012 05:23:04 GMT

anto, just do as paypal has asked and provide the proof of postage. This will allow your Seller Protection to kick in and you will not lose your money.

Re: Chargeback request

foxette-in-sox — Thu, 23 Aug 2012 05:32:33 GMT

I have an awful feeling OP hasn't used trackable post & therefore now has only one choice-voluntarily refund.

After doing that-if you don't,you'll cop an additional $25 fee-you then can send a letter of demand to buyer for the payment within x amount of days.If they fail to repay you,all you can do is report to Online Fraud which won't get your money back.

Re: Chargeback request

antofranco — Thu, 23 Aug 2012 05:37:19 GMT

I didn't use trackable post, the only proof I have is from the buyer themselves in writing saying they have recevied the game, would that not be enough proof.

Re: Chargeback request

foxette-in-sox — Thu, 23 Aug 2012 05:40:08 GMT

I didn't use trackable post, the only proof I have is from the buyer themselves in writing saying they have recevied the game, would that not be enough proof.

No-have a read of Paypal policy

https://www.paypal.com/us/webapps/mpp/security/chargeback-faq

Re: Chargeback request

lyndal1838 — Thu, 23 Aug 2012 05:42:12 GMT

Unfortunately no....paypal will not accept anything less than Registered or Click and Send, particularly when it makes a difference as to whether they pay out your money or their money.

Re: Chargeback request

antofranco — Thu, 23 Aug 2012 05:43:03 GMT

Thanks I will have a read of it now.