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.

[*kazumi*]

if you cannot provide proof of postage acceptable to PP, the only way to go is to get the buyer to stop the claim.  As said above, it is possible that member of the family used the card, and the rightful owner cannot think of what they bought so report it as 'unauthorised".

If the buyer does not reply or refuses to stop the claim, tell them you will be reporting them to online fraud squad and handing over all the documentation with their name and postal address.  They might rather confess to daddy for using their card, then wait for police to come and ask questions.

[anotherbf52]

Contact the Buyer by 'phone. I had a Charge back, rang the Buyer and she freaked out!!

She also had left Positive feedback staring item had been received.

She finally realised that the Bank had issued an 'Unauthorised use of Account' chargeback. The reason was that she had just got married and changed her eBay and Paypal name to her married name but NOT her Bank Account name (which was attached to her Paypal).

All ended well with payment clearing as soon as she contacted her Bank.

[gemsweddingsupplies-online]

My situation was similar to busyfingers..

I had a charge back and the buyer realised that she had paid with an old credit card which was still attached to her paypal account. She was happy to pay again.

[phorum_junkie*]

Sometimes it is a simple error and the bank has done a chargeback without the buyer's knowledge so email them and tell them what has happened and ask them to either sort it out and cancell the chargeback or remake the payment into your bank account (give details).

If you don't hear back from them then I would call them, make it very clear that if the chargeback goes through you will be reporting them to the police for obtaining money by deception. Of course as you have no proof that anything has actually been delivered to the buyer (they could just claim they left feedback for the wrong item) this is a bit of an empty threat.

If you fight the chargeback and lose, which you will as you do not qualify for Paypal seller protection, it will cost you an extra $15!

This can be avoided by using click & send which is cheaper than regular parcel post or red satchels anyway and covers you for up to $100 with AP if you use the signature required option. For anything over $100 you should always use registered post with extra cover.

Other than that the only other domestic services that qualify for Paypal seller protection are Platinum Express, ordinary express (not the satchels) and eparcel.