How to deal with Paypal charge back

misterthrifty

Hi, I have just been notified of a possible Paypal charge back for 2 items I sold on ebay (same buyer), so any tips on how to resolve this would be appreciated.


It seems the buyer is claiming an un-authorised use of their credit card. The fraudster apparently used the card to order a couple of used stamp albums for about £100, to be delivered to the card holders confirmed Paypal address.....so not your typical card fraud.


I sent the parcel using an ebay label so they are aware of the tracking details.


I'm hoping that I'm covered by Paypal seller protection but these things can always go wrong. Paypal are asking me to respond within 10 days.


Advice appreciated.

soolin

misterthrifty wrote: »

Hi, I have just been notified of a possible Paypal charge back for 2 items I sold on ebay (same buyer), so any tips on how to resolve this would be appreciated.


It seems the buyer is claiming an un-authorised use of their credit card. The fraudster apparently used the card to order a couple of used stamp albums for about £100, to be delivered to the card holders confirmed Paypal address.....so not your typical card fraud.


I sent the parcel using an ebay label so they are aware of the tracking details.


I'm hoping that I'm covered by Paypal seller protection but these things can always go wrong. Paypal are asking me to respond within 10 days.


Advice appreciated.

You are covered with proof of posting, have a read of the sticky thread about postage.

However, paypal keep this seller protection a bit under their hat so you will need to make a nuisance of yourself - firstly respond to the case and upload proof of posting, or courier conformation PLUS tracking. Then also respond saying you are invoking seller protection as you have proof of posting to the paypal 'Ok to send' address.

Then follow that up with a phone call, make sure you take the name of the person you talk to and the time, again tell them specifically that you are invoking your seller protection.

I've never lost one of these claims yet but you do need to remind them about their own rules.

soolin

here's the sticky postage thread:

https://forums.moneysavingexpert.com/discussion/3146680/postage-a-helpful-guide-revised-3-april-2017

lindens

Yes as Soolin said - dont panic if you have sent to the address Ebay told you to send it to seller protection will kick in. Just upload all the details you possibly can, photos etc, proof of posting, address. I did mine as a time line with dates and times and actions. Got told within 24 hours that i had seller protection and i was covered and the money was released. I can see the case is still open as Paypal are contesting it with the bank, but not my problem any more.

misterthrifty

Thanks for the info, I provided all of the details to Paypal and spoke to them by phone and was assured that everything was in order...then a few days later.

Case 1
As you know, one of your buyers opened a chargeback with their credit card issuer.
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.


Case 2
We received notice from the buyer's card issuer that Case ID PP- has been decided in the buyer's favour. As a valued customer, we won't debit your PayPal account for the disputed amount.


This involved 2 items bought on ebay at the same time and sent together with ebay Shutl to the buyers registered Paypal address.


Great news that I don't lose the money (over £100) but I have no idea why they would reach a different decision in each case??? I think it shows that there is no real logic behind these decisions and it would be all too easy to lose out despite Paypal terms.

theonlywayisup

misterthrifty wrote: »

Thanks for the info, I provided all of the details to Paypal and spoke to them by phone and was assured that everything was in order...then a few days later.

Case 1
As you know, one of your buyers opened a chargeback with their credit card issuer.
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.


Case 2
We received notice from the buyer's card issuer that Case ID PP- has been decided in the buyer's favour. As a valued customer, we won't debit your PayPal account for the disputed amount.


This involved 2 items bought on ebay at the same time and sent together with ebay Shutl to the buyers registered Paypal address.


Great news that I don't lose the money (over £100) but I have no idea why they would reach a different decision in each case??? I think it shows that there is no real logic behind these decisions and it would be all too easy to lose out despite Paypal terms.

It just means that both cases couldn't be proven - perhaps the card holder convinced the card company they only ordered one item.....the beauty of seller protection is that you are covered regardless of the outcome the bank/card provider decides.

arlenewei

i am a ebay sell too,for this problem,i have never got my money back

soolin

arlenewei wrote: »

i am a ebay sell too,for this problem,i have never got my money back

Then you are doing something wrong or do not understand the process.

This thread explains the process, defending a fraudulent use of a card or account chargeback is the easiest to defend.

https://forums.moneysavingexpert.com/discussion/3146680/postage-a-helpful-guide-revised-3-april-2017