Buyer opened a case with Paypal

[fenryswulf]

I got an email saying a buyer opened a case saying they did not authorize a purchase. The sale was from exactly one month ago for a total of $11.68. The email says I don't need to do anything but when I view it on the Paypal site it says I should respond. I didn't use tracking so I can't complete the "I shipped the item" option. The other options are to give a refund. This happened to me once a few years ago and I remember I was hit with a $20 fee from Paypal for the chargeback. Should I issue a refund and cut my losses to avoid that happening? Or is it too late for that? I feel like even though I did nothing wrong there's no way I win this case. Also, the buyer has private feedback which seems like a red flag. 

[m60driver]

Yes, cut your losses and just refund.

[lisa5768]

Since you did not ship with tracking your only option is to refund.  Not sure if you can avoid the charge back fee but since you have to refund, do it now as there is no way you can win.

[couldabeenworse]

I would first attempt to contact the buyer.  This may be a simple cardholder not recognizing the charge and requesting verification.  The only way you will not lose the $11.68 is if he cancels that request.  If he is not responsive or refuses to cooperate, yes, issuing the refund is your best option.  Either way, it's wise to use tracking in the future.

[fenryswulf]

I know it's wise to use tracking but sometimes the price of the item just does not justify the fee of a tracked shipment. $3.50 vs. 55 cents.

[postingid7659]

I'd use tracking even if the item sold for one cent.  The buyer pays for it.  If they don't want to pay for it, then I don't need to sell it to them.  I'd rather lose a customer who doesn't want to pay for tracking than lose the item and any ability to sell it to someone else. 

[cream_couture]

I wouldn't refund yet. The buyer didn't say they didn't get it, they said they didn't authorize the charge.  I would contact the buyer to remind them what they purchased. Sometimes buyers don't recognize how the charge appears on their bank statement. 

Is the paypal screen asking for a tracking number? If not, I would mark the "I shipped the item" option because you did ship it. 

[heakal-54]

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@fenryswulf wrote:

I know it's wise to use tracking but sometimes the price of the item just does not justify the fee of a tracked shipment. $3.50 vs. 55 cents.

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With tracking magic happens as your $11.68 item becomes $14.00.

[worldcoinsandmore2011]

You cannot complete the "I shipped the item" screen without entering a tracking number. 

The funny thing too is how the email from Paypal said I don't need to do anything right now, but then when you click on the case from the Paypal screen it appears that I do in fact need to do something.

[worldcoinsandmore2011]

Right, and then the customer wants to pay less for the item, and eBay and Paypal take more fees. 

[funkyfreshmike.2013]

Did the buyer leave feedback on the item? You said they have "private feedback" but if you're the seller they would leave it on your account. If feedback was left by the buyer then you win...

[pjcdn2005]

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@funkyfreshmike.2013 wrote:

Did the buyer leave feedback on the item? You said they have "private feedback" but if you're the seller they would leave it on your account. If feedback was left by the buyer then you win...

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What do they win?

Neither eBay nor Paypal take  feedback into consideration when looking at buyer claims.

[funkyfreshmike.2013]

They did for me, and it was much longer than a month. What does it hurt to try and save the money?  PP even asked me about the feedback.

[heakal-54]

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@worldcoinsandmore2011 wrote:

Right, and then the customer wants to pay less for the item, and eBay and Paypal take more fees. 

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Oh that's right, how could I forget, looks like that item is now $15.

[fenryswulf]

No, they didn't leave feedback. I was trying to look at their feedback to see if anyone else complained about an issue like this but like I said, private.