Goods delivered tracked and confirmed as described but chargeback still open

jamadaia

Am a long standing PayPal account holder and have had no major issues.

However I sold a laptop and due to a mix up in the website platform hosting system the order wasnt pushed through to me in time.

This delayed the order shipping and so the buyer rightfully contacted us, to which we offered a full refund or if the buyer still wanted the laptop shipped we could go ahead. Buyer agreed they still want it shipped, so we did this and send the tracking to them.

Item ships and hours later a chargeback appears in PayPal account, to which i immediately respond and provide all above evidence including communications and actual tracking info ans screenshots.

I even contact the buyer and have them send me further confirmation that they had requested the item to still be sent and are expecting it. Which I also attach to the case.

Laptop gets delivered, I contact the buyer and get further confirmation that is is with the buyer and they are happy with the goods. Also attach this to the case, and buyer also agrees to contact there bank to let them know about this, so the chargeback can be resolved.

Yet almost 3 weeks past and the chargeback is still open and despite having contacted PayPal about this, they state they cant do anything.

Was wondering from experience of others, is this normal for chargebacks ? Especially given the evidence of all aspects is provided ie the buyer asked for the goods to be sent and not refunded, tracking shows they were sent and buyer confirmed they arrived and are happy with the goods.

Its making me feel very vulnerable as I thought that once provided the evidence the bank would resolve it in a sensible timeframe. And more so that PayPal would actually be able to chase is up / have further dialogue with the bank. Instead it feels appears the bank does as it pleases and no one can say or do anything about it ? 

Also is the chargeback process the same if I had a merchant account or something (not a payment processor in between such as paypal) ?

Jeremy535897

Google "reverse chargeback".

See https://truelayer.com/blog/how-to-successfully-reverse-chargebacks/