Tuesday, December 3, 2019

When You Don't Mind the Store, Along Comes a Chargeback

When you don't mind the store things can get away from you...and it will cost you.

 Specifically, It relates to NOT responding in a timely manner to an email from PayPal regarding an item not received by a customer. 

I read the email when it arrived claiming that the buyer did not receive their merchandise and I promptly checked the solds in my eBay account.  The item that was supposedly purchased was still live in my eBay store and there was no record of a sale in my eBay solds.

Previous to this, about 2 months ago, the same customer emails me and asked if I received payment for the item.  I replied that I did not see a payment documented in PayPal but when it does show in Paypal I will promptly ship the item.

Fast forward to last week and the email from PayPal regarding item not received. I read it and made a mental note to call PayPal and dispute by the date stated by PayPal.  Thanksgiving week was busy with family, shopping and eating. 

I let the deadline pass without responding and now my PayPal account was debited the amount of the purchase PLUS a chargeback fee of $20.  This is the first time I have ever heard of a chargeback fee.   After googling what all involves a chargeback fee, here is what I found.

When a customer files a chargeback with their credit card issuer, it means that they’re disputing a charge and asking the card issuer for a refund.
A customer might file a chargeback because they:
  • Didn’t receive their item.
  • Received a damaged or defective item.
  • Don’t recognize a credit card charge.
  • Were charged more than once for something.
  • Didn’t authorize a payment.
If you receive a chargeback, we’ll let you know. If you don’t agree that the chargeback is valid, you can help us dispute it by providing information about the transaction in the Resolution Center. It typically takes 30 days for us to dispute the chargeback, and it may take your buyer's card company up to 75 days to resolve a chargeback and come to a final decision.
A chargeback isn’t the same as a PayPal claim. The chargeback process is initiated outside of PayPal, between the card issuer and their cardholder. In a dispute over a chargeback, the decision is ultimately made by the card issuer and we don't decide the outcome.

One can surmise that the customer paid with a credit card and assumed the purchase was complete.  On my side, I  never received payment and item was not shipped. Due to my lack of attention to the matter, I lost money.  I will be visiting the PayPal Resolution site and try to do my best to fix this on my end. 
Lesson learned. 


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