From the dispute history, we can easily see it only took 15 days to close the case after seller submitted the evidence on 11th of Mar. How efficient paypal is... Does paypal really help buyer in this transaction? not really. In fact, paypal didn't do anything to help either party because the buyer raised chargeback from credit card bank which make the seller not met Seller Protection performance requirements.
Why doesn't seller met seller protection performance requirement?
A: Because the buyer rasied the chargeback from credit card bank instead of paypal. This situation will make seller not met seller protection. In a word, Paypal must follow bank decision.
Then I called in the very first time asking some advises. Paypal customer officer told me since seller uploaded all the tracking evidence and he predicted seller would win this case. And he suggested me just wait at the moment.
However, 2 weeks later another email received.
Things became ridiculous that seller didn't win the case, instead we lost additional amount. After the first call, I felt quite confident to win the case. We delivered the goods to buyer's registered address and have buyer's signature. Nothing went wrong. Yet the buyer still can get back the full payment without any goods return. How ridiculous it is. If this is the justice, all buyers can pay by credit card, get the goods and get the full refund after months. I start to doubt if this is the service level offered by PayPal, helping seller to lost money with additional charges? So sellers can use Paypal to lose both goods and money...
Then I called in the 2nd time. This time paypal customer service officer explained that they couldn't do anything to the bank but dispute on behalf of seller. It might take another 10-15 days to dispute and get the result from the bank. Yes, they sound so innocent and helpless. They don't have any right to decide in this case, they can only follow bank decision. They can do nothing with buyer side but to debt amount from seller paypal account so efficient. Does it imply that the bank will help buyer to scam seller with all the evidence provided? When I asked which bank, paypal said this is confidential.
What can sellers do to protect themselves if buyers scam?
I started to review the case from the beginning. The buyer ordered a double deck princess dressing table on Dec 15, 2015.
We pre-ordered item for him and arranged courier service on Jan 20, 2016.
The buyer chose store pick up as collection option, but our warehouse manager made an mistake to deliver to his house which offered a free delivery. Thanks to this mistake, we have evidence now to prove that we did the delivery.
Here I'd like to remind those sellers who offer store pick up option. You must prepare a paper to let your customers sign if they choose store pick up, otherwise you will be passive when some buyers scam you.
This buyer registered address is S537643, and our delivery company did delivery to this address.
These are the evidence provided by our delivery company with recipient signature as well.
Think about what will bank normally advise clients when they raise a dispute. They will advise them to contact the seller directly to solve the problem. However, we didn't receive any feedback from this buyer. And when we tried to contact him during this chargeback period. He neither replied message nor answered the call.
Now things became clear. If a buyer really want to solve an after sale problem, what will he/she normally do? Contact the seller immediately, stating the problem and get the things done. However, this buyer never contact the seller but to raise a chargeback from the bank. "Is this a cheat case?" when I asked paypal customer service officer, the lady also said yes.
Besides criticizing paypal as an "accomplice", I took some time to read its T&Cs.
What is chargeback?
And what shall sellers do when buyers try to scam.
I may need to submit more evidence now so I followed paypal guideline to send all the order detail and how we tried to contact the buyer to its chargeback email chargeback-response@paypal.com
You know what did paypal reply?
It seems I didn't doubt wrongly at the beginning. Although the status shows "disputing on seller behalf", they didn't assign any rep, never call the seller initially, and never willing to help even when the seller provide additional evidence according to their website advise. Fine, then I followed their email to submit again. PayPal is not helpful at all when things happened. They are ok if you pay commission to them, but service became sucks when conflict happened. However, this is not the most unacceptable thing. Look at the following...
There is no upload option in their website at all... the whole story is just a joke. Does paypal just make fun of sellers, waste their time and anyhow close the case in the end saying that's out of our control?
Paypal closed the case so efficiently then sellers couldn't upload any more evidence, then paypal email rep offered another bullshit option to waste sellers time. This is how paypal serve their clients when conflict happened. How impressive.
When I searched google, these cases look normal. I'm not the only one who faced this issue with scammers and trouble maker paypal. It's so irresponsible for paypal to just transfer chargeback to the bank with additional charges from seller account, yet offer the seller such ridiculous service during disputing period.
If paypal couldn't do anything to help sellers but to create trouble, then sellers definitely should do something else to protect themselves!
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