4 replies to this topic

[Jenolan]

It seems that PayPal have a new game, they ask a purchaser if it is OK to investigate a recent purchase made on your account. What hey then do I ask the seeler (ie RBR in this case) to prove that the transaction is valid. Even if proof is provided they charge your payment back. All without telling you.

Now the long-long standing policy has been if we are charged back for a payment by someone they are totally, absolutely banned forever and a day. It is of little difference why it occured what it means to us is two things.

• We can't trust your payments
  
• We get a 'hit' against us for fraudulent transactions

So for your own well being, do not permit PayPal (or anyone else) to investigate something hat you are fully aware is valid, you may lose access to RBR.

[Jenolan]

Larry & Helen Lewis

Razorback Railway

1058 Bald Ridge Rd

Burraga NSW 2795

21 January 2012

PayPal Complaints Manager,
Locked Bag 10,
Australia Square Post Office,
Sydney New South Wales 1215

PayPal Account: [removed] Inquiry by PayPal - Case ID: PP-[removed]
Please find attached a few screenshots that may assist you with this matter, I will pretty much ignore the information provided to me by your agents some of which was contradictory and generally not correct.

[name removed] is a long time subscriber to our system, on the 8^th Jan he purchased a DVD from us, in order to keep the price as low as possible we drop ship it via TrepStar a copy of the despatch information is one of the attachments. Now one comment made was that there was no tracking number, to have an international tracking number would require that the DVD be sent via courier which would incur more cost than the item.  In any case I have no objection to you randomly reviewing payments to ascertain whether they are legitimate it is the action taken in reversing the payment that has annoyed me. [name removed] did not give permission to cancel the payment, nor has he reported the item as not received but you decided to cancel the payment!

This leaves [name removed] in the position that we have shipped his DVD and now he has committed fraud by the payment being cancelled, all without his permission. It is also our policy that people who cause a chargeback are banned forever from our system. He is not at all impressed with your actions and neither are we, before cancelling his payment you should have at the very least have asked his consent. And as for your review this is not the first purchase he has made so the line that it appeared to be an unauthorised transactions just doesn’t wash.

If you want to investigate a transaction, fine but I do not believe that you are right to reverse payments without the senders authority regardless of whether under your terms & conditions you may do as you wish. Up until now we have always been a one processor based client (ie PayPal only) we will now look at alternatives and recommend away from PayPal in future.





Larry Lewis
Justice of the Peace

[Jenolan]

New Sales & Refund Policy

Refund & Returns
Generally all sales are final and no refunds are allowed. If you have an issue with your subscription or an item purchased raise a ticket in the support system. We will fairly address any issues that you have with your purchase.

Chargebacks
If you or your payment processor (ie Bank, PayPal etc) reverse a payment with or without your permission we will take action against you depending on the item you purchased. In the case of subscriptions or the DVD Compendium your access will be terminated and you will be banned from any further interaction with the Razorback Railway. In the case of other items you may expect us to report the matter to law enforcement for action as fraud.

Reinstatement
Chargebacks incur costs and cause Razorback Railway to receive negative status. In order to reinstate your account and settle a chargeback you will be required to repay the chargeback plus $50 to cover the fees and time involved in processing.

[Jenolan]

You can comment on this post here.

[Jenolan]

Extra PayPal waffle about how it can do this that and the other redacted, this was in response to my written complaint

Quote

You received a payment of $14.95 AUD from your buyer for purchase of a DVD. You complain that although you shipped the item to xxxxx, the payment was reversed because of an unauthorized transaction.

The complaint is that the user has actually received the DVD and is happy. PayPal charged me back without the clients permission that is the issue.

Quote

Subsequently, PayPal was notified that xxxx did not authorize this transaction. In accordance with PayPal's User Agreement, the payment was reversed to xxxx.

He was asked by you if you could investigate this transaction, he agreed, but not to a charge back. Ask him and he will confirm this.

Quote

Because we value you as a member and want your experience with PayPal to be a positive one, we issued a credit in the amount of $14.95 AUD, as a one-time exception to policy and a courtesy to you. Please understand this is a one-time exception and we are unable to make further exceptions to the policy going forward. Please allow 2 business days for the credit to reflect in your PayPal balance.

I do not need the credit as the person has re-sent me the money. Doesn't that imply that you have in fact made a mistake?

You continue to ignore the issue in question. The buyer did not request the chargeback!