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Ecommerce Forum

*Submitting* a chargeback against PayPal

 3:13 pm on Dec 30, 2009 (gmt 0)

I recently bought something online that showed up broken. I returned it and submitted a PayPal claim, but it sounds like they're only going to refund me for the cost of the item and not the shipping or return shipping. The problem is I used my business PayPal account to pay for the item.

If I submit a chargeback against the transaction on my credit card to recover the shipping costs, will PayPal penalize my account? I'm very frustrated because I know a customer of mine would not put up with paying shipping both ways on a broken product.



 5:03 am on Dec 31, 2009 (gmt 0)

Was there are user agreement when you checked out allocating the burden for shipping costs? If so, you might be out of luck either way.


 3:31 pm on Dec 31, 2009 (gmt 0)

I didn't agree to anything like that. Would your customers pay for return shipping of a broken item? Mine wouldn't.


 4:10 pm on Dec 31, 2009 (gmt 0)

It doesn't really matter what YOUR customers would or wouldn't do as they're not in any way associated with this transaction. What do the merchant's policies say regarding refund of shipping charges?

However, in regards to you and your customers, how would YOU react if one of your customers issued a chargeback through PayPal before allowing you to issue a refund?


 5:58 pm on Dec 31, 2009 (gmt 0)

What says the seller? What country they are located in? Aren't they oblidged to refund shipping costs in such a case?


 7:38 pm on Dec 31, 2009 (gmt 0)

If I submit a chargeback against the transaction on my credit card to recover the shipping costs, will PayPal penalize my account?

I would submit the charge back and forget what paypal thinks. You should never have to pay for the shipping of an item that is broken period.


 3:01 pm on Jan 2, 2010 (gmt 0)

Of course the chargeback would be a last resort, and I'll try to get PayPal on the phone before I do. The seller claims this is a return and therefore I am responsible for return shipping costs.

The main problems are PayPal closing or penalizing my account as a result of the chargeback, and the customer slandering my business on the internet since the item was paid for from my business PayPal account.

I agree with those here who say someone is never responsible for return shipping costs of a broken item.

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