Hi Community.
On November 20th 2017 a Dispute that the buyer escalated to a claim was opened for 2 products purchased by the same customer - both for 'Item not as described' (this is the first ever dispute claim I've had on my account and I'm been a customer since 2009).
I provided very detailed records and evidence and November 24th 2017 PayPal decided in my (the sellers) favour and restored the balance on my account.
I was told the customer appealed and this was denied by PayPal.
On December 6th 2017 a chargeback was made by the customer for the exact same products for 'Missing refund or credit' by her credit card company.
I was told on audio call on December 6th 2017, which I recorded as I was calling via Skype.
That I was fully entitled to seller protection, I didn't have to do anything (even though I had made several attempts to respond in the system that was broken because when I clicked respond there was a blank screen, which I had reported numerous times to PayPal and can provide email records of this and screenshots) and if the case closed in favour of the buyer with her credit card, my balance regardless, would be restored to my account under the seller protection which she confirmed I had and it was just a matter of waiting because they had everything they needed and I'd already won the case before (PayPal's decision).
I also got this email on December 6th 2017 from the lady I spoke to, subject title:
Dear Michelle-Louise Wendschlag,
Thank you for contacting PayPal regarding the status of you chargeback cases.
My name is Lucyna and I will do my best to resolve your query today.
Firstly, I regret for the inconvenience you have experienced in this matter so far.
Please be advised that your case is currently reviewed by our Chargeback Team.
Also, please note that there is a certain timeframe for the chargeback procedure:
PayPal has 30 days to collect information and to respond to a chargeback
Credit card company has 75-80 days to respond to PayPal regarding the chargeback
I can ensure you that we are doing our best so that you receive you money back.
You will be notified by the chargeback department once they have finished revision of your case. Kindly monitor your inbox for updates regarding the case, as they will contact you directly to your email
If you would like to obtain more details in relation to your case please contact our back office directly, as we do not have access to your files due to confidentiality reasons.
[CHARGEBACK EMAIL]
I hope that I have been able to resolve your query and the information I have provided to you has been of use. However, please do not hesitate to contact us if you require any further assistance.
I appreciate your patience and understanding regarding this matter, and wish you continued success on PayPal.
Yours sincerely,
Lucyna
PayPal
I have emailed the chargeback email address many times with no response so far.
I got an automated email on December 17th saying the chargeback case was closed and the money was sent back to the buyer because I hadn't responded.... Umm what? But the balance was not restored to my account.
It has been over a month, and a stream of calls and emails and escalations that all I've been told take 72 hours to be resolved or get a response and I've not had the balance restored or a single email back from the chargeback department explaining what is to happen. When I call customer support I go around in circles.
I just want to know when the balance will be restored to my account under the seller protection. I have been an impeccable customer of PayPal for many years, and this is the only instance I have ever required assistance with something like this, and nobody seems to know what's going on, I just get told 'sorry you lost the case the decision is final' completely dismissing that I won the original claim for the exact same products and someone verbally has confirmed because of this, I will get the money back under seller protection.
Any advice someone can give me I'd appreicate - no response from the chargeback department and customer support can't help.
Thanks so much,
Michelle
