Paypal chargeback

pinkgem

I received this email from Paypal this morning (it is genuine as money reversed in Paypal account)

"Dear ***

We were recently notified that a payment you received was reversed by the buyer’s bank. A bank reversal can be requested by the bank itself or the bank account holder.

We have placed a temporary hold on the funds until our inquiry is complete.

We are contacting you to learn more about this transaction.

To help in our investigation, please reply with the following information within seven calendar days:

1. Details about the item you sold
2. The buyer's name and address
3. Whether or not the item has been sent. (If you have not yet sent the item, please do not send it.)
4. A phone number where you can be reached for more information
5. Any email correspondence you have had with the buyer

If you have already sent the item, please also provide:
1. Name of the delivery service used
2. Date of posting
3. Tracking number

For transactions of $250.00 USD or more, please let us know whether you would be able to provide a proof-of-receipt in the form of a signature from the buyer.

Thank you for your cooperation and assistance.

Yours sincerely,
PayPal"

Fortunately the total cost of the item and postage was under £5, but I still want it back as I don't send items out for free!

I have emailed the buyer and sent them a message this morning through ebay asking why payment has been reversed and asking for payment again as I no longer have it. I have not yet received a reply.

I also replied to the Paypal email. The item was sent over a week ago and positive feedback received from buyer. It was sent 1st class and I have proof of posting.

Am I right in thinking that Paypal now offer sellers protection against chargebacks if they have proof of posting?

soolin

Yes but you may have to be pro active in reminding them. Check the sller protection rules, if I can get my bookmark to work I'll post it later. Upload a copy of the POP and then email them to point them in the direction of their exact rule that says you are covered.

They may well try to wriggle on this, but stay firm.
You also did the right hting in contacting the buyer, I did this on mine. It is surprising how many suddenly remember it was a mistake. The problem lies with the strange things that paypal payments get called on credit card bills.

soolin

OK, bookmark works so start working through this and get the relevant bits to hit paypal with.

https://www.paypal.com/uk/cgi-bin/webscr?cmd=p/gen/ua/policy_pbp-outside#spp-policy


11. Seller Protection Programme

1. 11.1 What is PayPal seller protection?
   
   We will re-imburse you for an amount for Claims, Chargebacks, or Reversals made against you based on the following reasons:
   1. A Chargeback or Reversal was issued against you for the reason of an “Unauthorised Payment”; or
   2. A Chargeback or Claim was issued against you for the reason of “Item Not Received”.
2. 
   11.2 PayPal seller protection is available for PayPal payment transactions received from:
   1. buyers who send an eligible PayPal payment for a item purchased via eBay worldwide and everywhere PayPal is accepted; and
   2. buyers who send a PayPal payment for an item purchased outside of eBay from the UK, US or Canada.
   PayPal seller protection does not apply to Claims, Chargebacks and/or Reversals for Significantly Not as Described (SNAD) nor for items that you deliver in person.
3. 11.3 How much protection is provided by PayPal seller protection?
   PayPal will pay you the full amount of an eligible payment the subject of the Claim, Chargeback, or Reversal and waive the Chargeback Fee, if applicable. There is no limit on the number of payments for which you can receive re-imbursement under PayPal Seller Protection.
4. 11.4 What happens when a buyer files a Claim, Chargeback, or Reversal?
   PayPal will place a temporary hold on the funds in your Account to cover the full amount of the Claim, Chargeback, or Reversal. In placing such a hold, we will not restrict your use of the Account with regard to funds other than those disputed or at risk under the Claim, Chargeback or Reversal, unless we have another reason for doing so. If the payment is eligible for a payment under the terms of PayPal seller protection, we will release the hold and restore your access to the applicable funds.
5. 11.5 If the payment is not covered by seller protection, PayPal will remove the funds from your Account and return the payment to the buyer. In addition, you will be responsible for PayPal’s Chargeback Fee, if applicable.

soolin

I'm posting short posts so as not to confuse.

The main bit is the box that shows the level of protection, I can't seem to cut and paste it though but follow the link above and check section 11.7.

Protection for Unauthorised Payment:
Proof of Postage X

1. 11.8 What is “Proof of Postage”?
   Online or physical documentation from a postal company that includes all of the following:
   1. A status of “shipped” (or equivalent) and the date of postage
   2. The recipient’s address, showing at least the city/county or postcode (or international equivalent).
   3. Official acceptance from the shipping company (for example, a postmark, a receipt, or online tracking information).
      Or, if you have Proof of Delivery then you do not need Proof of Postage.

pinkgem

I can't send them a scan because the reversal is not in my resolution centre.

I just have an email from paypal and the reversal showing in my account.

I suppose that means I have to phone paypal, but this was a personal sale using my partners ebay and paypal account, so he will have to phone them but not have a clue what he is on about.

oh and Paypal have an 0870 number, so thats 10p a minute to resolve a problem with an item costing less than £5 including postage

DaveAshton

I suppose you could file an unpaid item strike for the item, if you wanted to. After all, you've no longer got the funds, and the buyer'll probably get refunded.

cyril82

pinkgem wrote: »

I can't send them a scan because the reversal is not in my resolution centre.

I just have an email from paypal and the reversal showing in my account.

I suppose that means I have to phone paypal, but this was a personal sale using my partners ebay and paypal account, so he will have to phone them but not have a clue what he is on about.

oh and Paypal have an 0870 number, so thats 10p a minute to resolve a problem with an item costing less than £5 including postage

you don't have to use the 0870 numbers, here is a link to awebsite that gives their landline numbers .....http://www.saynoto0870.com/companysearch.php

i would use this number, 020 86053000, it is the number to their surrey office but if you press 1 when the options are given you will be diverted to the dublin customer service office but at 02 number rates.

pinkgem

DaveAshton wrote: »

I suppose you could file an unpaid item strike for the item, if you wanted to. After all, you've no longer got the funds, and the buyer'll probably get refunded.

hmm, not sure if i can do that as the buyer did actually pay and they might be a bit miffed at getting an unpaid item strike

sounds like the buyer has already been refunded

pinkgem

cyril82 wrote: »

you don't have to use the 0870 numbers, here is a link to awebsite that gives their landline numbers .....http://www.saynoto0870.com/companysearch.php

i would use this number, 020 86053000, it is the number to their surrey office but if you press 1 when the options are given you will be diverted to the dublin customer service office but at 02 number rates.

i do normally look on saynoto0870 but i thought the 0870 number was the only one you could get through to the right department on.

i phoned the 0870 one earlier, but regarding another incident on my business account, fortunately the call only lasted a couple of minutes