My first Aunauthorized Chargeback

[georgiagurl1717]

I had my first "aunauthorized dispute" opened in paypal today. The buyer states they did not authorize the transaction. This item is a apple watch. The buyer won the auction. I messaged them saying payment is due to high amount and they requested to cancel. I emailed back asking "why would you bid 30 seconds ago, then cancel?" The buyer stated " i was worried it would be delivered after I go on vacation and someone could steal it." I said when are you leaving? buyer: August 11th. I shipped the item July 24th Priority same day and explained It would get there in plenty of time and I will request signature confirmation. Buyer asked to cancel their cancel request and they paid. I emailed them again to have all of this on record, I said "are you sure you would like to cancel and you do want to purhcase this item, therefore I can cancel your cancel request. Buyer said yes. I'm including some of the emails we exchanged. Then once I saw the item was in fact delivered and signed for to the address on file. I emailed the buyer saying yay i see you got your item, I told you you have nothing to worry about. NOW, they are saying "unauthorized charge" what do I do? Paypal put a hold on my money. ebay shows I declined to cancel the order, due to buyer request and I already shipped it. Its over $300 and now i'm overdrawn. I want to cry. I really have no idea what to do b/c not only am I out $355, I'm out the apple watch, which was brand new and still sealed. Please help. Thank you for taking the time to read my post. 

[georgiagurl1717]

oh and they also ghosted after the item was delivered. 

[siayan]

If someone requests a cancellation it is a sign of trouble. As hard as it is cancel and relist. 

I would call PayPal to fight. 

[thegiftstopusa]

Smells of fraudulent / scammy buyer... The item was delivered with signature confirmation so you're covered. All you have to do is provide the tracking number to paypal and point out the buyer signed for the package. I've had a few of these cases opened throughout the years and paypal has always sided with me.

[ymeagainlord]

@georgiagurl1717

Don't panic. As long as you shipped to the address shown on PayPal, you're covered for an unauthorised chargeback.

Just enter the shipping details into the case then call PayPal and ask them to release your funds. Because it's under $750 you didn't have to have sig confirmation, just normal tracking works.

Sounds a little like a buyer who thought they could get it free without realising the terms of PayPal protection.

[ersatz_sobriquet]

He/she is trying to steal it. 

After you've imputed the delivery tracking, report the buyer. 

If they try any other methods to steal it, come back here for advice before you do respond. Take a screen shot of the signature confirmation too. 

[penguins_dont_fly]

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@ersatz_sobriquet wrote:

He/she is trying to steal it. 

After you've imputed the delivery tracking, report the buyer. 

If they try any other methods to steal it, come back here for advice before you do respond. Take a screen shot of the signature confirmation too. 

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The one good thing about them filing a UA is ... they can't go back and file with either PayPal or eBay now.

OP .. on the very few UA chargebacks (2) that I have had over the years, PayPal has covered me.

Enter the tracking number into the case.

I have also attached 1) Screenshot of the eBay Order Details page showing the address 2) Screnshot of the PayPal Order showing the address 3) Screenshot of the Tracking Page showing delivery to that zip code/address.

And, because I keep a pdf of all my labels, I give them that too so that they can see that that label, with that tracking, was correctly addressed to the address on the order.

It may be overkill, but that's just me being my paranoid self 🙂

On another note, the person who purchased the item just might not be the CC holder ... The whole thing definitely smells fishy ... your buyer may have used a stolen card or "borrowed" (hacked/left open/lost mobile device) PP or eBay account ... that's why the rush to ship before the account holder noticed 😞

[ersatz_sobriquet]

There's still snad and remorse. Either of those could end badly. 

I sure hope the name/ship address in paypal matches up with the cc and ebay ship to info. 

[penguins_dont_fly]

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@ersatz_sobriquet wrote:

There's still snad and remorse. Either of those could end badly. 

I sure hope the name/ship address in paypal matches up with the cc and ebay ship to info. 

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They may still be able to open a Remorse return (we all know they won't, though) ... but ... by jumping directly to a CC Chargeback, the buyer forfeits any MBG or PayPal Buyer Protection.

The hierarchy of claims only goes in one direction:

1) eBay MBG

2) PayPal Buyer Protection

3) CC Chargeback

If a buyer opens an MBG claim and loses, they can go  up the food chain to PP and then to CC.

But, they can't open a PayPal Claim and then go back to MBG. And once a CC claim is opened, it shuts the door on both PP BP and eBay MBG. There's no going backwards.

[ersatz_sobriquet]

I sure hope you're right, because I think I recall threads on this board where it didn't work that way. Sorry I can't reference them right now, I didn't bookmark them. 

[sg51]

Good news: unauthorized chargebacks are the easiest for seller to win.  Paypal covers them pretty well. We don't give PP enough credit in this regard. If it weren't for their defense, we'd see huge amounts of these.

[sg51]

Sounds a little like a buyer who thought they could get it free without realising the terms of PayPal protection.

Paypal covers the unauthorized chargeback.  It's a hard loss for PP, there is no winning the UA from the bank.

Further, it's impossible to know what really happened in a UA case.   There are three players.

1. card holder

2. ebay account holder

3. person who placed the order

There is no evidence we can ever see that all 3 of those are the same person.  The ostensible analysis is that at least two of them are different people.

[penguins_dont_fly]

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@ersatz_sobriquet wrote:

I sure hope you're right, because I think I recall threads on this board where it didn't work that way. Sorry I can't reference them right now, I didn't bookmark them. 

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Here is one that shows that a buyer can't open MBG after a CC chargeback. There may be more, but this is the one I remember, because I participated in the conversation 🙂

Warning ... The buyer likes his caps-lock ...

https://community.ebay.com/t5/Bidding-Buying/EBAY-REFUSES-TO-REFUND-FOR-STOLEN-PROPERTY/m-p/26018541

And here is a link to the MBG policy

http://pages.ebay.com/help/policies/money-back-guarantee.html#relationship1

and the PP UA

https://www.paypal.com/webapps/mpp/ua/useragreement-full#13