Paypal chargeback case

[J4G3D]

So I sold a service on a forum (not this one), and buyer paid with paypal. He is a long standing legit member.

About 2 weeks later he opened a chargeback to say he didn't authorise the transaction.

So I messaged him and he apologized and said he was hacked and he didn't know about all the transaction so he put a claim for all of them. He said he will sort it out.

So I went onto the dispute in paypal and showed them screenshots of the messages from the buyer, clearly showing that he confirmed he received the service. 24 hours later paypal decide in his favour and have charged me 16 euros on top of the chargeback for getting a chargeback.

Since when does paypal charge you for having a chargeback? its new to me.

So if its not bad as it is for getting robbed, im also down 16 euros.

How do they come to this decision with all the evidence shown? is there a way to appeal this?

[surplus]

its not paypal, its what mastercard charge them.
They just pass it onto you. Its in there terms of service.
They used to take the hit on half of the money and seller pays the other half but not anymore, its the full amount.
Stripe is the same.
It sucks balls i know, i get about 5 chargebacks per week and its hard to take when i sell an item for £3.99 and i get chargeback fees for £14.00

Sorry but its just sucks.
Send paypal a email as an appeal or ring them up, sometimes they overule the decision.
Sometimes ... you are covered under seller protection, but your evidence must be compelling.
They normally require ip address thaqt the user has logged in to obtain the services, proof of the login.

I would appeal it with screenshots of the email sent to his paypal email address of the product details.
show the time and date it was sent
If you have an IP address show that too.

Then try appeal