Have any of you fellow sellers ever had to deal with a chargeback before? I have twice now, the first time Paypal sided with me because the buyer had cancelled the sale; I'd already refunded her and that was that. This instance was a WHOLE other situation and I want your opinion on what I should do here! I'm about to leave for vacation in Mexico and now I'm going to have this hanging over my head the whole time!
In early September I sold a Lilo Costume from the Disney Store to someone in Israel. I thought it was a little odd that someone there ordered a costume but who knows maybe this guy's daughter really loves Lilo & Stitch right? I shipped it off the day after I received the order, took it directly to the Post Office.
Three Weeks later I received a chargeback stating that the buyer never made the order. Mind you the order came from eBay, not directly from Paypal. I provided the tracking/shipping information (it was tracked til it left the country) and did everything they asked of me for the "case". I also took it upon myself to email the buyer through eBay. He responded that his issue was not with me but that someone had accessed his account and made the order without his permission, oh but by the way the costume still had not arrived. What?! I think this guy did order it and then changed his mind and decided to get his money back.
Anyway, my opinions aside, I heard nothing for 3 more weeks (Paypal states I'll hear from them within 7 business days) and yesterday morning they reversed the charges siding with the buyer. I never received the costume back which I invested money in, I shipped it internationally, I lost out now on over $50 in payments and now its past the window that I can file a resolution problem with ebay so I lost out on my transaction fees there as well. This is SO unfair!
I emailed Paypal immediately asking how to appeal this case (in the resolution center it says go to view the case and click Appeal) Yeah that's not there in this case; not sure why. I received a generic response that had nothing to do with my problem within a couple of hours so I retyped the whole email and replied again. This morning I got an email from Paypal stating that the item did not match the description in the listing and that is why they returned his money. WHAT?! Are you kidding me?!
Sorry for the long rant but oh my gosh, over all I have lost out on a lot of money here with the original investment, fees and shipping and the sale!
Has anyone had this happen before?!
I emailed them back this morning and gave the person the case ID said there was no place to appeal and to help me asap because you only have 10 days to appeal. If I only hear from them once a day that window will close fast!