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  #1  
Old 06-30-2011
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Default Need help with chargeback

A buyer of mine filed a chargeback because she did not receive her item. I take full responsibility for this as I accidentally shipped it to the wrong address. I thought I would be able to just go into paypal and refund her the money but its asking if I will accept liability? I just wasn't sure if it was better for me to try to refund it or just accept liability and if I refunded it would it cancel the chargeback. It is my fault and I totally accept that but was just wondering if accepting liability would cause problems with my paypal account now or down the road.I'm not sure what the best way to go about this is and would greatly appreciate your input. Thanks!
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  #2  
Old 06-30-2011
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Thought a chargeback is with a credit card company?

Are you saying you will refund via paypal to rectify the problem?

Are you worried about accepting liability for do so?

Have you changed your procedures so that no buyer in future complains?
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I'm trying to resolve this by refunding her and when i login to paypal it tells me to go to the resolution center where my only option (other than to provide shipping) is to accept liability and by doing that she will be refunded thru paypal. I haven't changed anything...i was just wondering if i should do that or just send her a refund.
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Old 07-01-2011
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Go to the actual paypal transaction and click on it to open. YOu will see their address and the ebay transaction hyperlink.

Under the dollar amount there should be an "Issue refund" hyperlink.

Click on it and enter the amount you wish to refund. You could include a note or leave it it blank. That should resolve the situation without you claiming responsibility.


Quote:
Originally Posted by inmyplace View Post
I'm trying to resolve this by refunding her and when i login to paypal it tells me to go to the resolution center where my only option (other than to provide shipping) is to accept liability and by doing that she will be refunded thru paypal. I haven't changed anything...i was just wondering if i should do that or just send her a refund.
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Old 07-01-2011
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On chargebacks, I am not so sure there is a blatant refund link like a normal transaction. This has happened to me quite often for whatever reasons and I always have to wait for Pa yP al to review and close the case. All I can ever do is respond with what my preference is on the outcome, but I can't actually perform any immediate actions.
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Old 07-01-2011
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Be careful you do not refund AND get a chargeback
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Old 07-01-2011
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Now I'm totally confused...lol! I went thru the tutorial in paypal and i'm pretty sure it said that if i accepted liability they would automatically refund her with my paypal account but I definitely don't want to refund and then get a chargeback. Maybe I should just wait it out...she already left neg feedback anyway.
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Old 07-01-2011
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No, you don't get charged twice. Calm down.
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Old 07-01-2011
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Lol...ok,these are the options it gives me when i click on "resolving this chargeback"

How would you like to resolve this chargeback?
Provide Shipping Information.
I can provide evidence other than proof of shipment.
I can provide proof that I refunded the payment for this transaction.
I will accept liability for this transaction.
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Old 07-02-2011
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Accept liability. You have already told us it was a mistake, now paypal is asking if you will own up to it by accepting liability.
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Old 07-02-2011
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^^^ This and close it now.
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