Chargeback

[warehouse-pro]

Last night I received an unauthorised chargeback... I have uploaded my invoice from the freight company showing item was sent to the buyers delivery address as per paypal payment, the delivery tracking details showing the date delivered, buyers name and signature, also noted customer left positive feedback stating "very quick delivery, thank you", address in paypal and ebay match. 

I have messaged the customer through ebay and she is yet to respond, tried to call aswell and no answer. 

I called paypal to see if they could unhold the funds of  $208.38, $171.39 for the sale and I assume the $36.99 is a bank charge, but they are saying they have to wait for the bank to respond which can take up to 75 days as they are disputing it on our behalf... my question is can we get the funds released straight away Or sooner with the above evidence or do we really have to wait that long for this to be resolved? 

[clarry100]

We had one of these a few weeks back. But only $7.99 in our case. PayPal charged us a fee of $15 for the "privelege". Even tho it was nothing to do with us. Same thing "unauthorised use".

The funds are still frozen after 3-weeks now.

However, we contacted the buyer and they responded saying it was all a big "s***f-up" and they refunded us by direct bank deposit including the $15 fee.

So no matter how long PayPal take now or what their decision is we are all good.

So I do hope yours can work out something like this.

But from what I read here you have done all the right things and have very good evidence. So I can't see how they can find against you in this case. Bottom line is tho neither banks nor PayPal will lose. They will pass it all onto the seller in whatever way they can. I guess if they can recover it from the buyer you might get your funds released.

Seems the response "we are fighting it on your behalf" is standard words. And are pretty hollow. We got that too.

[thecatspjs]

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@warehouse-pro wrote:

Last night I received an unauthorised chargeback... I have uploaded my invoice from the freight company showing item was sent to the buyers delivery address as per paypal payment, the delivery tracking details showing the date delivered, buyers name and signature, also noted customer left positive feedback stating "very quick delivery, thank you", address in paypal and ebay match. 

I have messaged the customer through ebay and she is yet to respond, tried to call aswell and no answer. 

I called paypal to see if they could unhold the funds of  $208.38, $171.39 for the sale and I assume the $36.99 is a bank charge, but they are saying they have to wait for the bank to respond which can take up to 75 days as they are disputing it on our behalf... my question is can we get the funds released straight away Or sooner with the above evidence or do we really have to wait that long for this to be resolved? 

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When I had one earlier this year, I rang paypal and asked them on the spot if the post documentation I had provided was in order - and if it was then could they please release the funds as I had provided them with the evidence they required for seller protection.

You either have seller protection or you don't.  If you have it, the argy bargy that goes on between the bank and paypal has little to do with you.

During that phone call, Paypal confirmed I had provided them adequate proof of post and addresse details for seller protection, and released the funds that day.

[warehouse-pro]

Thank you for your replies...I thought my invoice showed the delivery address but it doesn't and my company invoice showing the buyers address is not enough, the tracking only shows the date, time, customer name and signature but not the actual buyer address, so paypal are saying I do not qualify for seller protection because they need to see the address on delivery, the buyer name and signature is not enough, I talked couriers please and they can not give this to me.

I have since spoken with the customer and she said she has no idea whats happened, she has the goods and she will follow it up with paypal. Fingers crossed it all works out.

[thecatspjs]

Mmm ... I would have a serious think about changing those couriers if you use them frequently to deliver goods, and they are unable to provide you written confirmation of the address that goods were delivered to.

It leaves you without paypal seller protection, not only for chargebacks, but also for not-received claims.

Just my opinion, take it or leave it, but personally I would get back on the blower to the couriers and be insisting that they provided written confirmation ASAP that the goods were delivered to a particular address - it is the service you paid for and you verification that they provided that service - in detail.

[warehouse-pro]

I have sent an email off to the rep to see was she can do and if they really can't provide this then I will not be using them anymore. Im lucky I haven't had any INR cases as yet.