eBay / PayPal - Seller claiming unauthorised transaction and they have won case

jaxkesa

Thanks for the all the replies and apologies for not updating until now.

I managed to get through to someone human at PayPal today (after first going through the automated guidance which asked me to click on things which weren't showing when I logged into my account).

They said the buyer issued the claim via their bank and not via PayPal and I should be covered under PayPal protection. So they have now gone back to the bank to dispute their decision (thought it was PayPal's decision, not the buyer's bank??).

Anyway they say they are now waiting until 26th for a response from the bank and I will get some sort of final decision then.

I'm a bit confused by what has happened as PayPal were already "Disputing with financial institution on your behalf" on 18th October but then the case was closed on 16th November.

However it seems that was not final (the person on phone said I should ignore the email I received about the case being closed) or was incorrect.

soolin

jaxkesa wrote: »

Thanks for the all the replies and apologies for not updating until now.

I managed to get through to someone human at PayPal today (after first going through the automated guidance which asked me to click on things which weren't showing when I logged into my account).

They said the buyer issued the claim via their bank and not via PayPal and I should be covered under PayPal protection. So they have now gone back to the bank to dispute their decision (thought it was PayPal's decision, not the buyer's bank??).

Anyway they say they are now waiting until 26th for a response from the bank and I will get some sort of final decision then.

I'm a bit confused by what has happened as PayPal were already "Disputing with financial institution on your behalf" on 18th October but then the case was closed on 16th November.

However it seems that was not final (the person on phone said I should ignore the email I received about the case being closed) or was incorrect.

Did you specifically tell them you were invoking your seller protection, ?

theonlywayisup

soolin wrote: »

Did you specifically tell them you were invoking your seller protection, ?

THIS ^

You aren't interested in the outcome of the card/account investigation. Tell them you are invoking your seller protection and ask them to reimburse you.

jaxkesa

I just told them I wanted to appeal the decision and was then put on hold for 5 minutes while she checked a load of things.

When she came back she explained I should be protected but they have to give the buyer's financial institution 5 days to respond.

Dox

What, and if the financial institution disagrees you lose seller protection...? Ring again and point out that as you have seller protection, you are covered regardless.

soolin

jaxkesa wrote: »

I just told them I wanted to appeal the decision and was then put on hold for 5 minutes while she checked a load of things.

When she came back she explained I should be protected but they have to give the buyer's financial institution 5 days to respond.

As stated over and over this is not a goodwill gesture. As long as you have complied with the requirements for seller protection (check the sticky postage thread to confirm) you have an absolute right to seller protection. It isn't instant, they will make you wait, but you need them to acknowledge that is what you are claiming.

Don't keep skirting round this, if you are bothered about getting your money back then keep at them. You must be clear and much more forceful than you are coming across here. Whilst the PayPal reps are generally very nice, they often do t know how PayPal works, so you need to remind them.

The dispute with the bank is between them and PayPal, ultimately if you invoke seller protection it is nothing to do with you. If PayPal lose the dispute they pay, not you, that's why we pay fees to them.

You really need to be taking the initiative here.

theonlywayisup

jaxkesa wrote: »

I just told them I wanted to appeal the decision and was then put on hold for 5 minutes while she checked a load of things.

When she came back she explained I should be protected but they have to give the buyer's financial institution 5 days to respond.

You are using the incorrect terminology. You don't want to appeal. You want to invoke your seller protection.

Here is the link, have it open when you call them.

jaxkesa

I phoned again and they said I already lost the case so it could not be appealed. It appears the lady I spoke to earlier in the week was giving me incorrect information.

I pointed out that I should be covered by seller protection but they said the chargeback was initiated by the buyer's financial institution and that although they defended me (since I provided the documentation they asked for), the financial institution decided in the buyer's favour.

He sent me 2 links to a police fraud site and trading standards and suggested I pursue this via them. Apparently they are very reliable but I'm not getting my hopes up.

Pun

Try Tony Hetherington at the Daily Mail or Jessica Gorst at the Telegraph.

soolin

jaxkesa wrote: »

I phoned again and they said I already lost the case so it could not be appealed. It appears the lady I spoke to earlier in the week was giving me incorrect information.

I pointed out that I should be covered by seller protection but they said the chargeback was initiated by the buyer's financial institution and that although they defended me (since I provided the documentation they asked for), the financial institution decided in the buyer's favour.

He sent me 2 links to a police fraud site and trading standards and suggested I pursue this via them. Apparently they are very reliable but I'm not getting my hopes up.

Then something is wrong, seller protection is a right and not up to PayPal to say no to. Phone them again, ask them *exactly* why you are not entitled to seller protection, have you checked yourself to make sure you are eligible?