Chargeback request

[antofranco]

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.

[foxette-in-sox]

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.

[digital*ghost]

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.

[antofranco]

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.

[digital*ghost]

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.

[lyndal1838]

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.

[foxette-in-sox]

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.

[antofranco]

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.

[foxette-in-sox]

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

[lyndal1838]

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.

[antofranco]

Thanks I will have a read of it now.