Paypal chargeback for eBay item- any advise or have I been totally screwed over?

pleasedelete

Been on eBay since it was USA based. Sold and bought thousands of items. Current account is 14 years old with over 6000 feedback.

End of June sold an item to the USA. I send everything tracked , even in the UK. Showed as delivered a week later.

6 weeks later I have had a chargeback. No problem- sent all of the tracking information from royal mail and USPS.

Paypal have now said that as the buyer has charged back through their credit card and not through paypal it is out of their hands and have debited the money plus £14 from my account.

We understand that you may not have been expecting this case. If your PayPal account balance now shows an amount owing to us, please restore your balance.

Looking at the the buyer feedback they have done this before at least once- seller notes chargeback despite tracking saying delivered.

Is there anything that I can do?

goodfella66

Ring Paypal up and explain the situation and that you supplied all tracking to the address given.

I had a chargeback 3-4 months ago and for the whole time it was open there was no option to upload tracking. Then it closed with the buyer getting all their money back a plus a £14 charge for me. I rang Paypal and they said they have a known problem with chargebacks and they reopened the case and I had to send proof manually via an email address.

They immediately refunded my £14 back to me and I won the new chargeback.

pleasedelete

Thanks. I have sent everything to them twice. Photo of tracking receipt. Link to RM and USPS website with tracking details on etc.

They have everything but they say as it is a bank chargeback and not a paypal chargeback they cant do anything about it.

I cant phone them as I am away, I have made a formal complaint but no change in their stance.

goodfella66

Strange. I thought all chargebacks are normally from a bank. Usually proof of posting is sufficient to win a chargeback, let alone full tracking.

pleasedelete

No. you can do a chargeback through paypal. They went straight to their bank and didn't involve paypal.

theonlywayisup

What chargeback was it? There are two types. "Unauthorised payment" and "not received".

You need to read Section 11 particularly 11.6 https://www.paypal.com/uk/webapps/mpp/ua/useragreement-full?locale.x=en_GB#011 and ensure you've complied with every part of seller protection.

pleasedelete

It says:

The sender of the payment outlined below has requested their financial institution to reverse (part, or all of) this payment. They've cited the following reason:

The buyer stated that they did not receive their item(s).



It was sent tracked to the paypal address. I have sent proof of posting- online tracking through both royal mail and USPS including proof of delivery. But apparently that isn't enough as the chargeback has been done through a USA credit card and not with paypal.

soolin

pleasedelete wrote: »

It says:

The sender of the payment outlined below has requested their financial institution to reverse (part, or all of) this payment. They've cited the following reason:

The buyer stated that they did not receive their item(s).



It was sent tracked to the paypal address. I have sent proof of posting- online tracking through both royal mail and USPS including proof of delivery. But apparently that isn't enough as the chargeback has been done through a USA credit card and not with paypal.

PayPal are talking through their hat. Seller protection kicks in as long as you have complied with the rules the basic ones of which are|

Sent to the address given by PayPal that says OK to send
Sent within 7 days

This is an INR not a chargeback, so you merely need to prove that item was delivered. If it was a bank chargeback for fraud you need to show proof of postage.

Get on the phone to PayPal and keep on at them. I have never lost a case yet, but sometimes you have to remind them of their own rules.

theonlywayisup

soolin wrote: »

PayPal are talking through their hat. Seller protection kicks in as long as you have complied with the rules the basic ones of which are|

Sent to the address given by PayPal that says OK to send
Sent within 7 days

Absolutely. OP you need to quote chapter and verse at Paypal and tell them to invoke seller protection.

soolin wrote: »

This is an INR not a chargeback, so you merely need to prove that item was delivered. If it was a bank chargeback for fraud you need to show proof of postage.

Actually it sounds like a chargeback for not received - not the same as an INR as this is where the buyer has gone direct to the card company - perhaps they are banned from opening cases on ebay/paypal and think doing it direct is best.

theonlywayisup

With that wording it sounds like a chargeback.

A Chargeback or Reversal was issued against you for the reason of an “Unauthorised Payment” (except for any “Unauthorised Payment” initiated in an environment not hosted by PayPal); or
A Chargeback or Claim was issued against you for the reason of “Not Received”,

Op. What did you sell (you don't have to be too specific) are you sure it isn't an item which doesn't have seller protection.

As soolin says, did you post within 7 days and did you post it to the address on the transaction. Did it say OK to send?

11.6 Eligibility Requirements

What are the eligibility requirements for PayPal seller protection?

You must meet all of these requirements to be covered:

The transaction is not ineligible under section 11.10.
The transaction must be marked by PayPal as eligible or partially eligible for PayPal seller protection on your Account “Transaction Details” page. If it is marked eligible, protection for both Unauthorised Payments and Item Not Received will apply. If it is marked partially eligible, protection for only Item Not Received will apply.
For tangible items, post the item to the shipping address on the “Transaction Details” page. If the item is delivered in person or if the Payment Recipient posts the item to a different address (for example, if the buyer asks that you send to another address on the basis that it is a “work address” or a “gift” address) then you will not be eligible for re-imbursement under the terms of the programme.
You may access the “Transactions Details” page by logging into your PayPal Account, selecting “History” and then selecting “Details” for the transaction.

You must follow the delivery requirements described below.
You must accept a single payment from one PayPal Account for the purchase.
You must respond to PayPal’s requests for documentation and other information that is reasonably required by PayPal to investigate the matter in a timely manner.
Your primary residence, as listed in your PayPal Account, must be in a Relevant Country.
Your eligibility is not otherwise suspended.
Eligibility requirements c. and d. above do not apply to any item for which you receive payment through the PayPal Location Based Payments Functionality, provided that you provide to PayPal proof (to PayPal’s reasonable satisfaction) that the item was collected by or delivered to the buyer.

pleasedelete

It was a dress. Sent to the address within 7 days of payment.

Thanks. I will pursue it further now that the 'judgement' seems to be incorrect.

I have had 2 chargebacks before- 1 the items was lost and I refunded and the other the item had been sent by royal mail to canada and not the usa but luckily turned up a few days later.