HELP!!! I've got a PayPal chargeback

JDPower

I hope someone can give me some advice, and hopefully set my mind at ease a bit. I sold a new phone (that I won in a competition) on eBay in June. But I have just received a chargeback email from Paypal stating:

We were recently notified that one of your buyers filed a chargeback and
asked their card issuer to reverse a payment made to you.

Although a chargeback may appear to be similar to a PayPal claim, it is

actually a process initiated outside PayPal and controlled by the card
issuer. One of the unique benefits of using PayPal is that we help you
fight unwarranted chargebacks and attempt to recover your funds.

The chargeback states that the buyer's card was used to make a purchase
without the buyer's knowledge.

It is up to the card issuer to decide whether or not they believe that the
buyer’s chargeback is valid and they are asking for some information about
this transaction from you.

Luckily I had just had a tidy up the day before I received this email and had just thrown away the Royal Mail Special Delivery receipt for the phone. I had torn it up but managed to rescue the pieces fron the bin .

I checked the tracking number on Royal Mail site and it states the item was delivered and signed for, and I HAD sent it to the buyers confirmed Paypal address.

I have provided Paypal with the tracking number and faxed them the fax cover sheet they ask you to fill in and sent a copy of the (patched up) Special Delivery receipt and a copy of Royal Mails 'Electronic Proof of Delivery'.

This buyer now looks suspicious to me as why has he waited so long to put in a chargeback, especially as he was in a hurry to get the phone supposedly for his daughters birthday, and was in regular contact with me until it was sent. And curiously the only feedback the buyer has is from another phone he bought the day after buying mine. I did send the buyer a rather stern email (I was angry ) but he hasn't replied.

This is really worrying me as I'm on benefits, £400 in debt and really can't afford to pay back this £190, so please can someone give me some idea of the kind of chance I have of successfully repelling this chargeback PLEASE

(In case its of any interest here's the listing for the phone: http://cgi.ebay.co.uk/ws/eBayISAPI.dll?ViewItem&item=9150404183ssPageName=Action:MSHP )

wigginsmum

I'm afraid in my experience Paypal caves in whenever a credit card company bleats about fraudulent use. I got scammed that way in January and gave up using Paypal completely as a result - they facilitated theft from my account even though I had emails from the woman confirming her intention to pay me using her credit card.

KatieKins

Can't they only take the money back if it's in your paypal or bank account?

I would take out the money for the moment, because if paypal has confirmed the persons address to the card, it is they who would have made the error and you shouldn't have to pay.

soolin

Much as I like paypal this is the one instance I can make no suggestions on how to help. Any method that allows a seller to take credit cards is open to chargebacks, as under UK law we have full protection the moment we use a credit card.

However, following advice I have seen on an unregulated newsgroup I would suggest the following, in whatever order you deem fit.

Call the original buyer, you should still be able to get his details from ebay, if not use the other web based track and trace sites to link his address with a phone number (I'm sure someone on here will help) . There has been instances where it has all been a horrid mistake and the buyer has phoned paypal to put them right. However, if he has done a chargeback of his own free will ask him why, and depending on his tone and reply let him know in no uncertain terms that you regard this as theft and will be involving the law. Rattle him good and proper, just having his phone number should be enough to concern him at first.

Also, call paypal explain you have full tracking and beleive this to be a fraudulent claim. However, as they state outright in their email this isn't a chargeback that they have initiated, it is a credit card company chargeback so they probably won't be able to help.

If they do remove funds from your paypal account seek advice from the Citizens advice bureau before paypal send in debt collectors. You need to be on estep ahead here at all times.

If I can find the original thread I was following some months back I will see what else they suggested.

Soo

matto

This could be as a result of theft of the card or hijacking of the ebay/PayPal account. You need to establish the true identity of the buyer. Was the address confirmed on PayPal? Are they on the electoral role(b4usearch.com or 192.com)? Get their contact details off ebay but don't presume they're the ones trying to defraud you.

liz_uk

Contact the other person on his feedback and ask if they had a chargeback against them too..

You can always take them to small claims.

s30jok

call up the phone provider and get the imei blolcked if you still have this info, that way if you lose out the other person loses out too because he cannot use the phone or unlock it at all. So he wont be able to sell it either

clark1982

This is one reason why I HATE, paypal. They allow fraud and don't care, as long as they don't loose anything. Good luck, you'll need it, as the next few weeks will be very stressful and time consuming!

If you private me the address details, I'll check the electoral register and le ou know the name of the registered occuiper.

x

deanos

s30jok wrote:

call up the phone provider and get the imei blolcked if you still have this info, that way if you lose out the other person loses out too because he cannot use the phone or unlock it at all. So he wont be able to sell it either

Yes good idea but maybe wait for the outcome first just incase the chargeback does not go ahead ?

JDPower

Just had another email from Paypal, WHAT DOES THIS MEAN:

We recently notified you that one of your buyers filed a chargeback stating
unauthorised use of a credit card.

It is PayPal's standard practice to dispute wrongful chargebacks. Using the
information you provided, we are in the process of disputing this
chargeback with the buyer's card issuer.

Because the card issuer has reversed this charge, PayPal is temporarily
holding an amount equal to the disputed funds until this matter is
resolved. If the chargeback is resolved in your favour, the funds will
remain in your account.

The credit card company has charged PayPal a settlement fee for this
chargeback. In accordance with the terms of the PayPal User Agreement, we
have debited your PayPal account to cover this fee.

The dispute status in my Paypal account is showing as completed and balance of -£203 but the email says they are still 'in the process of disputing this chargeback'

The dispute is showing:

17th August: The funds that were placed on temporary hold are now available for use (Status: Removed)
25th August: Update to Reversal (Status: Cancelled )
25th August: Chargeback settlement (Status: Completed)

I don't understand whats happened/happening, have I now lost that £200 even though the email said its still being investigated. And if so what do I do now?

hjb123

I would get in touch with paypal and ask them to explain but to me it looks like it is still ongoing. It looks like paypal are in dispute with the buyers credit card company and havent reached a resolution as yet - and until they do they are holding the money for eitehr the buyer or the seller.