Chargeback nightmare

princesse_sarah_x

Had a chargeback initiated from a buyer on 21st of May with no other contact from them. I responded straight away by adding tracking details to the dispute (I used myhermes) and the item was delivered in April. I'd heard nothing more from Paypal about it, the case disappeared from my Paypal for a while now today it's appeared again saying there is a counter-claim from the buyer's card issuer. I've copied & pasted the history log below -

22 Jun 2016 PayPal Case under review
22 Jun 2016 PayPal Counter-claim received from card issuer
1 Jun 2016 PayPal Email sent to seller
1 Jun 2016 PayPal Chargeback disputed
1 Jun 2016 PayPal No funds transferred from seller's account
22 May 2016 Seller Tracking information received
21 May 2016 PayPal Email sent to seller
21 May 2016 Buyer Chargeback initiated


It says to add any any additional information to support my case as soon as possible, what can I do now? I don't have any other information other than the proof of dispatch & delivery

bxboards

What is the reason given for the chargeback?

soolin

If this is a true chargeback (which it appears to be) and not an INR then you need to belt and brace it to invoke seller protection.

Copy and paste the MyHermes info showing when parcel was dropped off by you or collected from you, add a screen shot of that to the dispute. Then add a comment to the dispute stating that you have provided proof of posting and am therefore invoking seller protection. I often even phone paypal at the point to make sure they realise I have shown POP and am fully covered.

Incidentally, the above advice assumes you complied with the seller rules, ie shipped to the paypal address within 7 days .

I have never lost a chargeback yet

princesse_sarah_x

Thank you for the replies! The reason says - 'Unauthorised payment'

I'll copy and paste the info again, I added a screenshot of the myhermes page on the 22nd May. Thank you, I will mention invoking seller protection too. The email I got from Paypal on the 1st June said

'We're happy to confirm that this transaction was covered under Seller Protection as you met the PayPal Seller Protection requirements. The disputed amount is now available in your PayPal balance.'

so I hope that means I complied. I will give Paypal a call now

soolin

IT sounds like you are fine, but I am somewhat distrustful of eBay and PayPal which is why I usually follow things up with a call. PayPal are surprisingly helpful on the phone.

princesse_sarah_x

Just an update, the case was closed today stating this -

We have completed our investigation. After reviewing the details of this case, we have determined that it is unlikely that we will be able to successfully dispute this chargeback. This matter has been resolved and no funds were debited from your account for this chargeback

Does that mean Paypal have to pay for the chargeback?

soolin

princesse_sarah_x wrote: »

Just an update, the case was closed today stating this -

We have completed our investigation. After reviewing the details of this case, we have determined that it is unlikely that we will be able to successfully dispute this chargeback. This matter has been resolved and no funds were debited from your account for this chargeback

Does that mean Paypal have to pay for the chargeback?

Yep, it means buyer gets a refund, you keep your money and PayPal lose out. Be thankful for seller protection.

usefulmale

Don't forget to update your BBL.