Paypal Chargeback?

[solocosmo]

So I just got an email that a buyer was disputing an item from over a month ago that she had already left POSITIVE feedback for about receiving the item. So I log into paypal and fill out all their little boxes about how the feedback was positive, the item was sent by USPS and within seconds of me submitting my response to her claim, an email popped up that they had decided in her favor and reversed her payment and the charge was refunded and the case was now closed, and to avoid this in the future to make sure I am sending to a verified address (which it was).

The address was right. The email was right....why did I have to go through all the forms if it was going to be automatically decided when I clicked submit???

I emailed the buyer to see if everything was alright and ask if she was unhappy with her items or if there was anything I could do as I am kind of lost as to why the payment was challenged. :(

Has anyone had this happen??? I have been on etsy for years and using paypal even longer and this has never happened before! Has anyone been able to get the reversal...reversed?

sad face.

[TheDarkFen]

that's screwed up. she was probably just trying to get something for free. i don't want to be a negative nancy, but it happens. *double sad face*

[solocosmo]

I know it is the cost of doing business sometimes, and it was rather a small amount....I just...well I guess I want to know how I should have gone about it? Anyone who has been through it, because had it been a large amount I would be seriously bummed (even more than I am already)

[DesertShineDesigns]

Jessica, I'm sorry that happened to you. I woke this morning to a message from Etsy saying that one of my customers had opened a claim with Etsy because he never received the item. No convo to me from the buyer prior. He purchased a $5 item on the 7th. I sent it on the 8th, International Mail to England! It's only been a week. So frustrating.

[TheDarkFen]

a friend of mine got in a dispute w/ a lady who had bought an item of hers at a craft show and paid with her american express card. it was like a $30 item. and she had the lady's phone number too. when she saw it was disputed she called her and she was totally unwilling to budge even though she wanted to keep her item and use it still. she did not want to return it. i think some people just feel they are due things they do not deserve for free.

[TheDarkFen]

wow lynne. that's insane.

[DesertShineDesigns]

I know Katie. I convoed him and provided the tracking info again and explained about the length of time it can take to send intl mail. I asked him what he wanted me to do, that I wanted to make him happy. I also replied to the Etsy claim. You're right. Some people just want something for nothing

[solocosmo]

Sad faces all around! Tomorrow will be better...maybe...lol

[FabulousWire]

@Jessica Grundy
What's the reason of the dispute?
Do you have a tracking number?

[Former_Member]

@Jessica Have you left feedback for the buyer yet? If not, be sure to leave her 'appropriate' feedback. Not that anyone else can see it, but a negative will reflect in her feedback number. Future sellers will thank you.

I'd also contact Paypal to see exactly why it was decided in her favor, considering she already received the item and left you positive feedback for it.

I just looked at your shop and can't imagine why anyone would be unhappy with their purchase. :)

[solocosmo]

@Freeman It said that someone had used her account without her authorization...I can't go into too much detail - but the info they have is the same I have - so it went to her authorized address, to her name, and she kept it, but somehow did not authorize it.


@Judy I have not left feedback yet (I am always slow in getting around to it) I am waiting a few days to see if there is any response from her regarding the matter. If not....appropriate feedback will be left.

[Former_Member]

It's not your fault someone used her account. It's wrong for her to keep the item if she got her money back.

[FabulousWire]

@Jessica Grundy
You din't answer my second question.
I am asking because this happened to me once. I replyed nothing, just send Paypal the tracking number, which shows delivered. then Paypal ruled in my favor.

You said you send Paypal the information "...POSITIVE feedback for about receiving the item...", most likely, Paypal doesn't care what happened at another website, you have to provide the information Paypal asked and accepted (in their term).

[Former_Member]

Call PayPal. Give them your tracking information.

If you don't have tracking information, they will almost always go in the buyer's favor.

[Former_Member]

no tracking number = ruling in customer's favour. I called PayPal once about a similar situation and the agent said that they do flag a customer's account if a seller calls in to complain.

Another thing you could do is send the customer an invoice through PayPal. It's very possible that this was a mistake and this would be your way of "helping" her pay you back.

[solocosmo]

See that is the problem - no tracking number - it was a small first class item that I hand posted via USPS. :(

And I'm not sure how someone else was using her account to pay for an item that was shipped to her confirmed address.

I guess since I don't have tracking that is why it was ruled in her favor? Such a bummer.

[Former_Member]

Jessica, I too ship small items and for the past 1.5 yrs I have shipped w/o tracking numbers, but about a 2 months I finally wised up and have made my shipping process much easier....

I print and pay for all shipping through PayPal -

A - It will help you be more organized

B - Shipping is cheaper that just going to your local post (a lot cheaper)

C - Tracking is free for all first class items

I had to make a few investments but they have paid themselves off already..

- Printable shipping labels

http://www.ebay.com/itm/600-Half-Sheet-Self-Adhesive-Shipping-Labels-8-5-X-5-5-/270501787135?pt=LH_D...

I then also bought a small 75lb scale on Ebay for $28 and free shipping...

and then everything is tracked right in PayPal -

Also it sends an email to the seller as soon as you print the shipping label

Ohhh and you can just drop them in your mailbox or just simply leave at the front desk of the post!

Hopefully Etsy will make shipping easier for us sometime this year {Fingers crossed}

[solocosmo]

@gallo - I used to do it that way - now I am back to it! I don't remember why I stopped - probably because I ran out of all the labels! After this everything but international that gets paid through paypal is going through paypal shipping! I don't want this to happen again :(

[Former_Member]

I would be on the phone with paypal logging in my complaint. Sometimes being calm and collected but FIRM gets you places; people respond better when your calm but firm about what happened. You could say that the item was sent and while you don't have a tracking number, the consumer left positive feedback verrify that she recieved the item. If they say that the purchase was disputed because is was an unthorized purchase than I would ask (calmly but firmly still) how it could be unathorized if it was sent to the address that was onfile with the website used to purchase the item, particularly if the buyer has been on etsy for a while and didn't create an account just to buy your item. Good luck!

[Former_Member]

Jessica,

I HAD the exact same problem only a few weeks ago. I felt like I was reading my own story ! Buyer has since deleted her etsy account and I was out $28.00.