chargeback

[***super_nova***]

So, it happened!  Just got message from PP that somebody has made a charge back for $340 for something sold in mid February; they claim unauthorised use of CC.  I answered it with the C&S tracking info, and mentioned the fact they left positive FB. 

Howerver, I am bit concerned because when I looked at the tracking it shows as still waiting at the PO.  Obviously, they have collected it, but it is bit worrying that AP does not update the info when they did sign for it. 

I have also messaged the buyer that unless they stop the chargeback the matter will be handed over to the Fraud Squad. 

Will keep you posted 🙂

[cq_tech]

Well at least she's once again acknowledged receipt in writing so it appears she may be telling the truth; only time will tell, but I agree that she should have let her seller's know in advance.

I'd also stay closely in touch with Paypal, and perhaps even forward them a CC of your buyer's email, just in case.

[*sparklz*]

But surly if the buyer was to contact paypal and tell them which funds are ok to be released back to the sellers they could do that and the buyer just gets the disputed amount kept on hold.

[digital*ghost]

That is what I thought too, but when looking at PP info about CC chargebacks they talk about proof of delivery (NOT postage) and the best is to provide the copy of the signature!!!  Looks like it is going to be a long process; if all else fails there is always the ombudsman.

PayPal kind of muddy the waters with chargebacks, because they occur on and off eBay, therefore there's two ways they can effectively be defended. Seller Protection is only available for eBay transactions, and only requires proof of postage to qualify - the bank (not PayPal, unless it is an unauthorised PP account usage of existing funds type of chargeback) makes the decision, and even if the bank grants the buyer (or themselves) the funds back, you won't pay if you qualify.

Chargebacks can be fought regardless of where the item was sold, and regardless of whether the seller has proof of postage/delivery (though a seller would have a relatively weak case without it). So some of the information on the PP website (IMHO) pertains to having to fight a chargeback for an off-eBay sale, where there is no Seller Protection and the only way you don't lose the funds is if you successfully defend against the dispute (hence proof of delivery to say the card owners address would be a good start). 

[***super_nova***]

I'd also stay closely in touch with Paypal, and perhaps even forward them a CC of your buyer's email, just in case.

Done 😉  Actually she replied through eBay message, so I assume they can also look at it  🙂

[kopenhagen5]

I am sure you know super, but don't assume anything. Keep and provide everything. Sometimes one can get a staff member that is a little lax.

It sounds like you have proof positive, just make sure it falls on decision makers not automated computer systems or scripting responders.

[ozsse]

I am not that optimistic.

I had a similar case last year buyer bought a $300 product from me, exchanged good feedback as usual. FIVE months later he emailed me 2am in the morning asking what that paypal payment was for, and 5 minutes later he opened a Unauthorised payment case.

The next day I dig deep to find the consignment note and sent all the proof to paypal but I felt something's not right. I called the number on the consignment note and talked to this guy and he first said he has no problem with the received item and he didn't open the case and in a later phone call he said he cannot close the case etc etc just all kind of rubbish that doesn't make sense, so I know he's probably a scammer as he seems to know very well that an unauthorised payment case can be opened as far as FIVE months down the track (as I found out later) and he bet I no longer have any proof of shipment.

I won the case at the end but I want to advise you not to trust what the buyer had to say, in my case the buyer lied to me in the phone call, and it's even easier to talk rubbish in email.

The email from your buyer does not free you up from the trouble, nor it can be used as evidence, I would not believe anything she said, what these people do is to comfort you while leaving the case runs it course, they have nothing to lose do they? In fact they have a good chance to get their money back.

Remember paypal protects the buyers NOT sellers (99% of the time) so it is not a fair game, Paypal and buyers do NOT lose 99% of the time, even you may have all the seller's proof in the world but there is no guarantee you are protected.

[***super_nova***]

I won the case at the end but I want to advise you not to trust what the buyer had to say, in my case the buyer lied to me in the phone call, and it's even easier to talk rubbish in email.

Do not worry I do not trust her; to start with she says she did not authorise the bank to do chargeback.  PP says she did.  I contacted all the sellers she dealt with; there are only 1/2 dozen, one replied they have not received chargeback, one did for $600, and the others have not replied as yet.  that sounds strange, I would have thought if the bank automatically started chargebacks, they would do it for all the items.

But I am not happy with PP either; after sending them the copy of her eBay message admitting she authorised the payment, they replied saying that they will consider all the info when they make their decision IF they will fight the chargeback or not, and it will take 30 days!!!!  Time to call PP, I think.

[jensmanchester-australia]

Super_nova - when you ring Paypal make sure you stress to them that as you are an Australian Seller you are covered under the Australian Paypal Seller Protection Policy as you have provided proof of postage as required.

Other countries have different criteria so it is important to make sure they are aware that only proof of postage is required and not proof of delivery.

Ask them to check that the documentation you have provided is sufficient or if there is anything else you need to provide - which there shouldn't be.

Once you have established that they have the documentation required advise them that you would like the funds returned to your account ASAP as you are covered under the Paypal Seller Protection Policy.

I would then give them approximately 14 days and if the funds have not been returned to your account by then I would ring them again and advise them if the funds haven't been returned within 48 hours you will contact the ombudsman.

The email regarding the 30 days is a standard email they sent out.