Paypal Unauthorized Transaction case filed against me for 7/6/17 purchase. Help please.

[modulok!]

Buyer purchased item on 7/6/17 it was delivered via USPS on 7/10/17.  Paypal and Ebay said OK to ship and item was shipped to address on Paypal transaction page.  USPS tracking states delivered to the city/zipcode on Paypal transaction page.  Buyer opens "Unauthorized Transaction" case on Paypal on 9/17/17.

I entered tracking number into Paypal Resolution Center then called Paypal and asked them to close the case in my favor.  After they verified that the tracking number stated that it was shipped and delivered to the correct city/zipcode they said it would be closed.  3 hours later and it is still open and under review by Paypal.

Is this a chargeback, as no money is being held and there is not a $20 Paypal chargeback fee on my Paypal account?  Is Unauthorized Transaction the same as Unauthorized Use?  Shouldn't the case have been closed in my favor by now (after inputting valid tracking number and calling Paypal)?

This is my first Paypal case of any kind and I am confused as to what to do now.  Would anybody suggest messaging the buyer and nicely reminding them about the item they purchased, when it it was purchased, and when it was delivered (or is this not advisable).  I've been having a tough week and a half here and I just need some good advice.  Thank you for your time.

[a*river*runs*through*it]

DO NOT call the buyer!

Call Paypal back and have them close it while you are on the phone with them.

Tell them about the previous call where you were told it was found in your favor as you showed the tracking.

[tunicaslot]

2nd that - tho I do know that sometimes there is a delay in the time the case is ruled in the seller favor ( mine) and the time the case closed.

[emerald40]

3rd that.

By the time they take the next call, they have already forgotten about you.

Better to get it done while you still have them on the phone.

[southern*sweet*tea]

If you have uploaded the tracking into the case (yes, it's there, add it again) the case will close out in your favor, on its own, in a few days.

I've had several this year and have not called for any.  If it hasn't closed out in five or six days you can call if you want.

BTW, for unauthorized transactions you don't even need proof of delivery, only proof of shipment to the zip code shown on the Paypal transaction.

[modulok!]

I just called Paypal for the 2nd time and was told that although I am fully covered (and my tracking number is good) that no one at Paypal can close out the case only the buyers credit card company can.  I asked for a supervisor and they refused to give me one saying again that no one at Paypal can close this case - only buyer's cc company can.  Both times I called the CS had an accent if that means anything - also they kept calling it a chargeback instead of an Unauthorized Transaction (are they the same thing?).   I am frustrated now.  Don't know what to do.

[castlemagicmemories]

Call and ask for a supervisor??  It may take several calls.

[emerald40]

Though the debit/credit card issuer determines the outcome, PayPal is here to help you through the process. For instance, PayPal will compile internal information and combine that with information you provide to dispute a chargeback, per credit/debit card guidelines. 

_________________________________________________

I found the above in one of their forms.  So it appears the credit card company does determine the final income.  Call paypal resolution and make sure the CC  company has all the information, and knows that it was ruled in your favor.

Ask how to proceed from there and the timeline involved in having them reverse the chargeback.

[modulok!]

In the Paypal resolution center it is listed as a "Unauthorized Transaction".  As far as I can tell, the buyer is not saying SNAD or INR just that they did not authorize the payment - even though it was purchased through their Ebay account and it was shipped and delivered to their address.  Still confused if an Unauthorized Transaction" is the same as a "chargeback"?  I know that sellers don't usually win chargebacks but this is an Unauthorized Transaction which should be pretty easy to prove that it was in fact authorized and the item was shipped and delivered to the buyer via the submitted tracking number.  I don't know, I am very confused.

[bigmotormania]

Chargebacks to my understanding are on the CC companies side. 

So basically, their credit card company is telling Paypal that it's a chargeback (likely for unauthorized purchase as the reason).

[duchess-at-speakeasy]

Sounds like the credit card holder was checking a recent statement and did not recognize a transaction from July.  Maybe a spouse?  Maybe just forgetful?  Maybe a stolen or lost credit card?

Could be any reason, especially now that Equifax has released so much personal information that can be used by anyone to steal identities.

If a consumer contacts Paypal first, then it's an inquiry about an "unauthorized charge."  If he/she goes straight to the credit card company, then it becomes a chargeback which reverts to Paypal because the card was used via Paypal.

Definitely call Paypal and try to get it resolved -- an "unauthorized transaction" almost always goes in the seller's favor when the ship-to information matches what is provided by the card holder during checkout.

~~C~~

[solarshift7]

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@modulok! wrote:

In the Paypal resolution center it is listed as a "Unauthorized Transaction".  As far as I can tell, the buyer is not saying SNAD or INR just that they did not authorize the payment - even though it was purchased through their Ebay account and it was shipped and delivered to their address.  Still confused if an Unauthorized Transaction" is the same as a "chargeback"?  I know that sellers don't usually win chargebacks but this is an Unauthorized Transaction which should be pretty easy to prove that it was in fact authorized and the item was shipped and delivered to the buyer via the submitted tracking number.  I don't know, I am very confused.

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Chargeback is the term thrown around in most circles but since we deal with PP (not the CC companies) it's labeled by them as Unauthorized...  PP's term is kind of a blanket term for a few things.  All we need to be concerned about is that we prove we did things by the rules (tracking to the on-file address, etc.) and we should be covered.  From there it's between PP and the CC Co. 

We had something similar months ago and we answered with the proper tracking.  It sat for days in my resolution center screen so I called and was told the money had already been released back to my account (seller protection) but that while things were still being investigated the case might stay open for a time.  Mine did...nearly the entire 45 days but it did finally drop off.  I guess I could have called to try to have it closed but knowing the money was released back to me and I don't like calling CS I just allowed the case to fall off in it's own time.

Check that the money on the transaction was released back to you.  If it has been, don't worry about it.

[missjen831]

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@modulok! wrote:

In the Paypal resolution center it is listed as a "Unauthorized Transaction".  As far as I can tell, the buyer is not saying SNAD or INR just that they did not authorize the payment - even though it was purchased through their Ebay account and it was shipped and delivered to their address.  Still confused if an Unauthorized Transaction" is the same as a "chargeback"?  I know that sellers don't usually win chargebacks but this is an Unauthorized Transaction which should be pretty easy to prove that it was in fact authorized and the item was shipped and delivered to the buyer via the submitted tracking number.  I don't know, I am very confused.

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PayPal still needs to release your funds. They take the loss on this not you. It's in the user agreement. Sounds like they are taking lessons from eBay CS. Yes the CC company is control but you are covered by PayPal seller protection so they can and should release your money now.

[d-k_treasures]

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@duchess-at-speakeasy wrote:

Sounds like the credit card holder was checking a recent statement and did not recognize a transaction from July.  Maybe a spouse?  Maybe just forgetful?  Maybe a stolen or lost credit card?

Could be any reason, especially now that Equifax has released so much personal information that can be used by anyone to steal identities.

If a consumer contacts Paypal first, then it's an inquiry about an "unauthorized charge."  If he/she goes straight to the credit card company, then it becomes a chargeback which reverts to Paypal because the card was used via Paypal.

Definitely call Paypal and try to get it resolved -- an "unauthorized transaction" almost always goes in the seller's favor when the ship-to information matches what is provided by the card holder during checkout.

~~C~~

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And I think we are going to see a lot more of these because of that.