If a customer initiates a chargeback and I'm found to not be liable, do they still get a refund?

[beakychew]

Customer buys item and after a couple of weeks gives positive feedback.

Track shows that the item was delivered.

A couple of weeks later I get a PP message that the buyer has initiated a chargeback and my funds are held.

I send PP the details of the tracking.

Two more weeks and I get a  message from PP:

"One of your buyers filed a chargeback with their credit card provider. After reviewing this case, we're happy to let you know that this transaction is eligible for PayPal's Seller Protection. The disputed amount is now available in your PayPal balance.

You don't need to take any further action at this time. We'll let you know if we need more information.

For more information on selling safely, please click Security near the bottom of any PayPal page.

Thanks for your patience during this process."

My question is, does this mean the buyer been refunded by PP?

The reason I ask--

usually, if one of my tracked parcels is delivered but the buyer hasn't received it, I offer a discount on a replacement.

I don't want to offer a discount if they've already received a PP refund.

TIA.

[beakychew]

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@beakychew wrote:

The feedback was: "Great item and delivered super fast!"

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I just checked other feedback this buyer has left and they are all identical. So it could have been FB left in error.

[lyndal1838]

But paypal will take it into account....as they obviously have when they originally found in your favour.

TBH, it is not your worry now as you have kept your money.

I suspect the buyer is trying to scam you but it has backfired as you have seller protection.   It is not smooth sailing for him though....he still has to convince the bank he did not get it....and the banks are cracking down on fraudulent claims now.   They are rejecting claims now that they would have allowed a few years ago and enforcing the payment of the $15 fee if the customer loses their claim.

[beakychew]

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lyndal1838 wrote:.

TBH, it is not your worry now as you have kept your money.

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True.

But I'm trying to understand the system.

And it's also just nice to share

[lyndal1838]

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@beakychew wrote:

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But I'm trying to understand the system.

And it's also just nice to share

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Aren't we all?

No matter how long we have been here there is always something that ebay does that baffles everyone.  One transaction will go smoothly and ebay/paypal adheres to their rules, regulations and policies.

The next day everything goes pearshaped and no-one can work out what is going on.

As long as you have not lost any money, don't make waves or you will go mad.

If a buyer opens a dispute or a chargeback without communication of any sort you can be reasonably sure they want something for nothing and are trying to scam you.