posted on March 13, 2001 08:02:11 PM
For the first time tonight, I received a notice from a Paypal that buyer had cancelled her payment to me through Paypal. This is one month after she received the item. She was completely satisfied with the item and even left glowing feedback. Now, she cancels her payment. What do you do in a case like this?
posted on March 13, 2001 08:23:33 PM
Provide all the information requested by paypal.
Hopefully, you are not a free account, you are verified, you did not accept payment from more than one account, you sent the product to the billing address of the buyer and you sent it with an online trackable number, such as delivery confirmation.
She must have done a chargeback on her credit card for one reason or another.
The email should have the information needed to refute the claim. The payment will be in a pending reversal status until it is received. If you provide the proper documentation and followed the details of the seller protection program---you will be fine.
posted on March 14, 2001 10:53:27 AM
A chargeback is used when someone is not happy with the merchandise, for a good reason.
I have done a chargeback against sellers for 1) non-delivery of the goods - so tracking is a very good idea, and 2) the goods arrived damaged due to poor packing, uninsured.
I am surprised that a chargeback is made pending before you even get a chance to hear the complaint. It is "temporary", pending further investigation, so it would probably be useful to know what the issue is to target the appropriate information. E.g. if it is for non-delivery, a copy of the email saying it was received (with full headers) or the tracking number, etc.
In my experience, credit card companies want the buyer to show that they have pursued all other avenues to resolve a complaint. I had to provide copies of my emails to the seller, their responses, EVERYTHING.. before they would consider doing a chargeback. It was then provisional, until they did their investigation, and sellers can dispute the chargeback. If you know it got there, and she was happy with it, I would not only provide them with the information asked for, I would positively say that you are "disputing" the chargeback.
Consumers generally have 60 days to file a charge back. It can, however,take some time for these items to trickle in and get processed.
Hi Blackjack21,
I am checking on the issue for you, but for the time being ---I am going to say use a method that I can already state as good (delivery confirmation or tracking through other shipping services).
Thanks for your comments. Charge backs, as a note, are issues via the credit card companies and they have final say in the issuance. If we receive a charge back from them, we ask the seller to provide the information requested in the Seller Protection Program so that they can refute the charge back and not be liable for it.
We would, of course, prefer that customer problems be handled before they ever got to that stage.
posted on March 14, 2001 12:13:18 PM
wow, they can do a chargeback within SIXTY days?
Ok, say I deposit the money (obviously) into my bank account, and then get a chargeback, of which that money is not in my paypal account any longer. SO, you, at PayPal can get into my checking account or credit card and take the money back?
60 days? wow.... thats a long time.
And would be a shock to me to see someone do that, and get into my money after that long.
So you do have access to my bank account, and you (PayPal) can do what you want with it? [email protected]
posted on March 14, 2001 12:23:22 PM
Paypaldamon
Hi, Most of the time it will take between 60 or 90 days but it can be up to six months. I know this for a fact.
posted on March 14, 2001 12:26:13 PM
Hi nearthesea,
That is why I recommend participating in the details of the Seller Protection Program. You are eliminating your liability if you follow certain steps.
No, we do not access your bank account. The TOU have a clearer explanation on the charge back recovery process if the user did not qualify/participate in the Seller Protection Program.
posted on March 14, 2001 01:59:41 PM
Hi nearthesea,
These are the details---you have to follow the program to a "T" and you need to be a verified member.
What is the Seller Protection Policy?
Starting August 23, 2000, sellers will not be held liable for chargebacks due to fraud (including payments made with stolen credit cards and false claims of non-shipment) when they follow the rules of our Seller Protection Policy:
The seller has a Verified U.S. Business or Premier Account.
The seller ships to the buyer's Confirmed Address.
The seller can provide reasonable proof-of-shipment which can be tracked online. This document must show that you shipped to the buyer's Confirmed Address.
The seller accepted a single payment from one PayPal account for a purchase.
The seller shipped to a domestic (U.S.) buyer at a U.S. address.
Please review the Consumer Protections section of our Terms of Use to learn the specific terms and conditions of the Buyer Complaint Process.
