Paypal - a reversed payment?

[daztheracer]

Hi all,
I am currently "in discussion" with Paypal about a payment I received for goods that a customer ordered and paid for. I have a UK business and the customer is in USA

A brief history is that, the Customer made an enquiry, then ordered the goods (paying for them at the same time by Paypal). I confirmed the order, then shipped the goods (with tracking) 2 days later. The Customer then contacted me to say great service, thanks, look forward to using you again, etc

About a week later, Paypal decided this was a fraudulent transaction and reversed the money I had received. They contacted me asking for some information relating to the goods supplied, shipping address, tracking number, etc. I provided all the information and was told that the transaction was still fraudulent

Needless to say, I have been arguing about this payment ever since (about 4 weeks now). I have threatened to report them to the FSA, but even this has had no effect on getting a satisfactory response

The thing that annoys me is that no-one will tell me why this transaction is considered to be fraudulent, and the fact that even though I have followed and adhered to all their guidelines, Paypal constantly state that the goods are not covered by the Buyer Protection Policy, but again no-one will tell me why

Is anyone else suffering from the same lack of customer service from Paypal?

[Essex_boy]

I think your better of putting this down to experience I had a massive number of charge backs from paypal last year. In all cases I had a proof despatch and in some case I had a signed delivery receipt still the charges came.

Drop Paypal.

[Brett_Tabke]

> lack of c service?

Not here - our account rep does everything they can to satisfy us. I've not had a single charge back i would consider in appropriate. A big ebay friend that put several million through pp last year, says he has *never* had a charge back after 20,000 transactions.

pp, is by far the safest online payment/ecommerce system I have ever seen.

[daztheracer]

Thanks for the replies. I'm a little reluctant to leave Paypal (in spite of their blatant theft of my money) and move to another company just for the sake of it. I imagine I would receive similar levels of service considering the level of my trading activities and the fact that the business is still in its first year

To me, the feasible option is to have my own PDQ machine and process my own payments. The obvious disadvantage of this is that my website isn't set up to take payments electronically other than by Paypal. I designed and built the website and am not too sure what I need to make secure pages for the handling of the actual payments. This was one of the main reasons I went with Paypal. I don't really want to get into a situation where I collect credit card details and process them manually off-line