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.

[lyndal1838]

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.

[antofranco]

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.

[kopenhagen5]

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. 😉

[antofranco]

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.

[digital*ghost]

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.

[***super_nova***]

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

[antofranco]

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.

[antofranco]

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.

[kopenhagen5]

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.