Phone PP, I'm told they aren't bad over the phone
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| PayPal & Chargebacks http://www.x404.co.uk/forum/viewtopic.php?f=3&t=17296 |
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| Author: | paulzolo [ Tue Sep 25, 2012 9:20 am ] |
| Post subject: | PayPal & Chargebacks |
Hmm - this is causing me some stress (possibly unnecessarily, but even so). A month ago, someone bought some of my Actions from my site. They bought two copies of the same thing. I get an email saying that they had bought two by mistake, and can they have a refund for one? This I did. All is well, I get a “thank you” email. No other contact since then. Yesterday, I get an email from PayPal saying that they have a chargeback logged against my account - for the whole amount. The buyer says that this is the card issuer’s fault, and they should have asked for one payment to be refunded not two. However, what’s going to happen is that there will be a chargeback of one half the amount, PLUS the refund I issued last month for the other half, which means that at all of the payment will be returned. The buying is being apologetic, and it may be that she’s made a genuine mistake. However, it could also be a scam. My concerns are clearly two-fold - firstly this person has got something for nothing, but also that the chargeback could be a black mark on my PayPal trading record. PayPal’s chargeback response forms are very minor in detail and don’t seem to offer me any option for putting my side of the story. I have to provide evidence that I issued a refund, or that goods were shipped (NB - this is all electronic - emails are sent out with download information). |
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| Author: | Linux_User [ Tue Sep 25, 2012 9:35 pm ] |
| Post subject: | Re: PayPal & Chargebacks |
Very little you can do about chargebacks in "Card Not Present" (CNP) transactions. If the buyer disputes the amount then they're practically guaranteed a chargeback. If you don't get anywhere with Paypal your only recourse would be in the Small Claims Court against the buyer, but even then you'd have to prove delivery. |
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| Author: | pcernie [ Tue Sep 25, 2012 10:29 pm ] |
| Post subject: | Re: PayPal & Chargebacks |
Phone PP, I'm told they aren't bad over the phone
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| Author: | l3v1ck [ Wed Sep 26, 2012 9:02 am ] | |||||||||
| Post subject: | Re: PayPal & Chargebacks | |||||||||
Surely the buyers emails so far would prove they've received it. |
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| Author: | paulzolo [ Wed Sep 26, 2012 9:21 am ] | ||||||||||||||||||
| Post subject: | Re: PayPal & Chargebacks | ||||||||||||||||||
She has a copy. She’s also asking me if I plan to write tutorials for it! |
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| Author: | paulzolo [ Tue Oct 09, 2012 9:31 am ] |
| Post subject: | Re: PayPal & Chargebacks |
And here is the situation as of today. 1 - I asked the customer for more about this. She tells me that she has been disputing a credit card payment from another company, and because of this her card company has applied chargebacks to all transactions that day, not just the one she is disputing. She tells me that she has told the card company not to chargeback my payments because they are legitimate. They have ignored her so far. 2 - PayPal has instigated a chargeback payment - so they have taken the remainder amount ($40) plus a $20 chargeback fee. So I am now down $60. 3 - I spoke to PayPal today, and they explained that they were disputing the chargeback - in effect they are fighting my corner on this and they are pretty sure that I’ll be getting my money back, but it could take up to 75 days before they can give me my money back. What they can’t do is refund the $20 chargeback fee. They did say to contact the buyer about that bit. 4 - So another email fired off, and hopefully there will be an offer to make things right. It’s frustrating being embroiled in this. I’ve been selling these things via PayPal for almost ten years, and this is the first time something like this has happened. I don’t think PayPal is to blame here. It seems that a credit card company has got over-zealous - clearly a fraud protection thing. The problem is that it’s cost me $20. 
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