Buyer credit card chargeback

[astrobasecadet]

I sold two items to one buyer months ago. They messaged me several times about it. They got the item. Months later, they filed a credit card chargeback. I uploaded documentation of our conversations. One case was closed in my favor. The other was closed by the bank in their customer's favor.

I called PayPal today. They told me there is no recourse and they cannot do anything, including give me a way to contact the bank, as it was done outside of PayPal.

I contacted the buyer. He said his account was hacked and would not help me contact his bank.

[gwzcomps]

@astrobasecadet If their account was hacked and you shipped to the address supplied in the order you should be covered. Might call PayPal back and mention that if you haven't already.

[astrobasecadet]

As stated, they told me there is no recourse and they cannot do anything, including give me a way to contact the bank, as it was done outside of PayPal.

The issue has nothing to do with whether the item was shipped or not.

[m60driver]

Such charge backs are often the result of an acrimonious divorce where both sides were on the same credit card account.  Happened to me the first time decades ago when I had my brick & mortar store.

[fashunu4eeuh]

In your conversations with him, did he say he was unhappy with the product? That was smart to save his messages.

[slippinjimmy]

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@astrobasecadet wrote:

I sold two items to one buyer months ago. They messaged me several times about it. They got the item. Months later, they filed a credit card chargeback. I uploaded documentation of our conversations. One case was closed in my favor. The other was closed by the bank in their customer's favor.

I called PayPal today. They told me there is no recourse and they cannot do anything, including give me a way to contact the bank, as it was done outside of PayPal.

I contacted the buyer. He said his account was hacked and would not help me contact his bank.

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If there were two cases (two different transactions?), did you provide PayPal with the tracking info for one of them, both of them or neither of them.

I'm not sure what you mean by "documentation".

Also when you say "credIt card chargeback" what type? Not As Described, Not Delivered or Unauthorized Use?

[myangelandmyprincess]

If these were unauthorized chargebacks you only have to provide proof you shipped to the address on file to qualify for PayPal seller protection

If they are inr you have to show you delivered to the address on file.  

If they are not as described you have no protection.  

If by the time the buyer files the tracking showing you shipped and or delivered to the address on file then you have no seller protection because you cannot satisfy paypals requirement for proof anymore.   

Just to help you understand why you would have won one case and lost the other.  If based on the information provided you did still have the proof needed you need to call back and insist PayPal flow their policy