Complaint / review text:
On May 16,2013, I sold an item through eBay to a buyer in South Korea. The buyer provided payment through PayPal and the item was successfully delivered to the buyer two weeks later. The delivery was documented by USPS Express with online tracking. I never heard from the buyer again and thought that the transaction was successfully completed. On September 20, MORE THAN THREE MONTHS LATER, I received notification from PayPal that the buyer had requested a chargeback refund through his credit card company.
This was news to me, and the buyer never contacted me directly via personal email, eBay, or PayPal, to resolve and dissatisfaction. MORE SO, THE BUYER KEPT THE ITEM! I provided PayPal with proof of delivery and my comments on the transaction, as well as zero communication from the buyer. On September 23, I called PayPal to request an update of the chargeback case. A very pleasant PayPal customer service representative informed me that the chargeback request was very unusual, thin and baseless. She reassured me that PayPal would defend me as a seller with perfect record, and that "We (PayPal) have your back."
On November 4, some six weeks later, I received an email that PayPal would not contest the buyer's chargeback request, and that PayPal had taken $600 from my account! From November 4 to November 11, I called PayPal on three separate occasions to request that PayPal honor its Seller Protection Guarantee, as the transaction was eligible for protection, and I had provided sufficient and thorough evidence of having satisfied all of the eligibility criteria. On all three occasions, paypal customer service refused to directly address or escalate my request and concerns. All three representatives apologized for the inconvenience, stated that they understood the situations, and that there was nothing more that could be done.
PAYPAL REFUSED TO HONOR ITS SELLER PROTECTIONS AGREEMENT, and now I am in the process of suing Paypal in small claims court.in addition, I have filed a formal complaint with the Better Business Bureau (BBB) in San Jose, CA. I will not stop pursuing this case until PayPal returns the money it stole from me.