Charge Back issue

[ucy131]

Hi everyone,

We recently sold a mattress to an online customer who later initiated a chargeback. The issue arose because the customer refused to cover the return delivery cost, even though our policy requires the buyer to pay for return shipping in cases of "change of mind" returns. Despite providing all correspondence and evidence of our return policy, PayPal has refunded the money to the customer.

Has anyone experienced a similar situation, and is there a way to request PayPal to reconsider their decision? Are there additional steps or documentation that could strengthen our case?

Any insights or advice would be greatly appreciated!

[PayPal_Shradha]

Hello @ucy131,

Thanks for visiting PayPal's Community Forum. 

We are sorry to hear that you have received a chargeback. You have received a chargeback as customer files a chargeback with their credit card issuer. By filing a chargeback, customer is disputing the charge and asking the card issuer for a refund. A chargeback isn't the same as a PayPal claim and the decision of the outcome can be taken care by the card issuer. Kindly refer the help centre article to get a details of chargeback and to resolve a chargeback.

Hope this helps you in resolving your issue!

Warm Regards,

Shradha