posted on May 29, 2001 06:24:23 AM new
Paypaldamon:
I'm having a problem with a customer having buyer's remorse and attempting to do a chargeback.
Here's a summary of the transaction:
*Customer used "buy it now" and sent payment quickly
*We shipped the item quickly and as advertised
*Customer complains that the item (a dvd-player) does not work
*We tell the customer to send the item back and we will test the item out. If found non-working, we will gladly issue a refund.
*Customer returns the product. We thouroughly test the item and it works perfectly fine. (I am playing a movie on the unit as I write this.)
*I email the customer back to tell him the unit works just fine, so we can't issue a refund. I tell him that he needs to pay for the postage to have the item returned to him.
*He says that he's already bought another one and he wants a refund.
*I tell him that the item is in perfect working order, so no refund can be given. (We would gladly give a refund IF the item was not working properly OR if the item was misrepresented in the auction ad.)
*Buyer starts the chargeback process
This is not a case of a non-working item. I have tested and retested this item and it works just fine. The customer is lying about that. This is simply a case of buyer's remorse because he bought another of the same item.
How does this process work? I got an email from paypal saying that my account can be tied up??? Is this right? Am I not protected from chargebacks in cases like this? I thought that was one of the main advantages of using Paypal vs my merchant account.
We have all of the delivery confimation numbers where the item was sent and returned. We will gladly return the WORKING item to him, but we won't eat the postage($15).
Paypaldamon: Please look into this and let me know what is going on and how this process works. What protections do I have as a seller in cases of bidders remorse?
