chargeback decided in buyer's favour

[mr_michael]

Hi all

I sold 3 items to a buyer totalling around £600. The buyer paid via credit card over my website using PayPal Direct. Over a month later PayPal emailed me advising that the sender of the payment has requested their financial institution to reverse the payments.

As requested I provided a document for each sale with proof of delivery to the address given to me by PayPal. I have just received 3 more emails from PayPal advising me that the credit card issuer found in favour of the buyer and therefore I have lost the money. PayPal says I can "contact the buyer directly to try to reach a resolution" but the email address provided by pay pay is invalid ( some random characters and then at dcc2 paypal .com)

Can anyone advise what I might do next please? I have opened a fraud case with the police. I'm not sure how I can go on selling if this can happen so readily. Could I have done more to stop if occuring in the first place - the address was sent to me via PayPal and they told me the goods had been paid for.

Kind regards

Michael

[chairmantony]

I have the same problem, I sold an item for £8, the buyer left feedback, now I have a a chargeback for £23 and the item was not returned. Theft.

[mr_michael]

As I understand it now there is no seller protection from either Pay Pal or the banks if you accept card payments without 3D secure. If you can supply proof of a delivery address that matches that of the seller you might have the case resolved in your favour by the bank but otherwise you are defenceless.

If anyone has any advice about going to the police etc I would love to hear it. I have the delivery address and proof of delivery so perhaps there is something they can do?

[PayPal_Intars]

Hi all,

Every buyer that uses a card to make his or her purchase may be able to have the payment reversed. This is a standard risk when accepting payments. Chargebacks are filed by the buyer through the bank that issued the card. In a dispute over a chargeback, the card company ultimately makes the decision and PayPal cannot control the outcome. There are ways you can reduce this risk and protect yourself as a seller.

Here are a few tips:

• Describe your item with as much detail and as precisely as possible.
• Offer good customer service by answering all questions promptly.
• Send your item to the postal address of the buyer that is shown on the ‘Transaction Details’ page.
• Send your item in such a manner that your delivery can be tracked online.
• Keep all information and documents concerning your sales (e.g. emails or proof of delivery).

If you receive a chargeback and you're eligible for Seller Protection, we'll cover the cost of the chargeback.

To find out more about chargebacks:

1. Go to www.paypal.com/uk.
2. Click Security near the bottom of the page.
3. Near the bottom of the page, click Chargeback guide for sellers.

Intars