I am seller. Send products, buyer opened case, won, received items for free

[John221]

Hello.

I am a seller and i have a small website.

A buyer made an order. I told him that shipping handling takes 5 days and the package will arrive to him in 3-5 weeks.

After 3 days, before giving the tracking number he opened a case where he told that he didnt receive the products.

After 1 hour i uplaoded the tracking number and was on transit, the item.

After 29 days from the order, he receive tha package and in the same day he receive the money as well.

He made a a chargeback from AMerican Express with C08 complain.

Now, i called paypal and they say, that the buyer made this case at AMerican express and he receive the money back. ALso, he received the products from me as well.

And also i am debited with 20$ for this operation.

So the conclusion is that the buyer opened a case, he received the money, he received the products and i still need to pay 20$.

Paypal said that they cant do anything and to contact the seller to give me the money. And i am sure that the buyer is not so stupid to retunr the free items that he have now.

So, a bak can enter into paypal system and take the money from transaction without paypal to say a word. Or paypal gave them the permision and abusively take the money from seller.

What can i do?

Here is what is about with CO8 issue from AMerican Express.

Goods/Services Not Received

Chargeback.Code.C08

Card.Member.was.billed.for.goods.or.services.he/she.

claims.have.not.been.provided.

[sharpiemarker]

You have to appeal the case.  Does your transaction meet the requirements for PayPal Seller Protection against chargebacks?

Read User Agreement to check, then go and appeal your case:

https://www.paypal.com/us/webapps/mpp/ua/useragreement-full#11

Stands to reason PP doesn't want to payout but you have to defend your case.

[lancelotme]

Dont sell anything which takes 3-5 weeks to arrive,you are just asking for buyer filing item not received.

[sharpiemarker]

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@John221 wrote:

So, a bak can enter into paypal system and take the money from transaction without paypal to say a word. Or paypal gave them the permision and abusively take the money from seller.

---

Paypal has no say when it comes to chargebacks.  AMEX decides on the case.  You can only get Seller Protection for chargebacks if you followed all of PayPal's guidelines for it.  A seller can lose the chargeback case and still get the protection if their transaction is eligible.

[John221]

The seller protection is not eligible, because eligible is when you are a ebay member and you sell on ebay.

If you havea a website like me, and you use paypal as paymneth proccesing platform as me, you are not eligible.

Now, i can't appeal this decision, the case is closed.

The funny fact is that thhis case was closed today, and the buyer received my products yesterday.

So, when they saw that the package was delivered, they closed to case and the buyer received the items and now the money.

Great deal this buyer made. To receive free products of 200$ value.

[sharpiemarker]

Just read the User Agreement and call PayPal.  Seller Protection is not just for eBay.  And what's it got to do with where I'm selling?  This is the problem...people do not know their rights because they do not read the UA regarding Seller Protection.  I don't even know why you posted if you don't want to take the advice.   You are on the Titanic.  Are you in the group that is like show us how to make a raft or are you in the group that's playing the violin while the ship is sinking.

[lancelotme]

Ebay seller protection is for Ebay sellers.

On Ebay,seller can specifiy estimated delivery time and buyer cannot open a c ase of item not recieved until the date has past.

But 3-5 weeks is a long time,you may want to offer a faster shipment method or not sell those items at all. 

Anyone who accepts Paypal is protected by Paypal seller protection.

If you have uploaded tracking which shows it has been delivered to the address on the Paypal payment notice,then appeal !

AMEX may not have seen your tracking update,or like ther others said,you may  still qualify for Paypal seller protection.

[John221]

Now the situation is like it is.

I called paypal and they said to me that they can not made a appeal. And they talked with AMEX and they dont want to do the refund. The item arrives in 29 days from the order was putted into website.

I say 5 weeks just to be sure and covered.

The buyer choose the longest and slowest shipping to pay less, i mean i offer free shipping.

Now how i can contact AMEX, because i am not a amex USER AND I DONT HAVE ANY EMAIL FROM THEM.

Can anyone help me please.

[sharpiemarker]

Read the Seller Protection terms.  There is certain criteria your transaction has to have to be covered. You are not appealing the chargeback decision.  You keep going on and on about it to PayPal.  That is over and done with.  You have to prove whether your transaction is eligible to have PayPal cover you on the chargeback amount and fee.  Your approach is wrong.

If the chargeback is for Item Not Received, don't you have the evidence that it was?  Does the transaction details say you are eligible for Seller Protection?  I do not know the details of your transaction, you do. Read the seller protection terms to see if you meet the requirements.  It tells you what you need to be covered.  Then you call PayPal and say You lost the chargeback but that you should be covered because, A, B, C, etc, recite the requirements for seller protection back to them and that you meet these requirements. Ask to speak with a dispute specialist, a supervisor if you have to.  So you have to go and read the seller protection terms to see if you meet them first.  If you do not, then yeah, you're out of gas.

[lancelotme]

You cannot contact AMEX,it is Paypal which charges your buyer's AMEX card,not you.

AMEX does not know you.

what kind of shipping data did you submit to the case?

Is it trackable and viewable online?

who is the shipper,give us the tracking number