PPC Submitter : Wednesday, November 16, 2011, 11:14

Chargeback Nightmare

Our company sells hot air balloon rides. A customer booked a balloon ride for 4 on July 28th. The customer does not recognize the charge on August 12th, contacts American Express and initiates a dispute. I contact the customer immediately. The customer apologizes and contacts American Express to cancel/reverse the dispute. I contact paypal and send them information from American Express, from the customer, along with paperwork to show that the service was performed. The nightmare was that paypal refused to cancel the dispute. We endured several frustrating conference calls between american express merchant services, the customer, myself and Payal’s chargeback department – where paypal refused to take action. In one of those calls, paypal’s representative stated that American Express must contact them to cancel the dispute. The American Express merchant services rep (also on the call) stated to the paypal rep that they have notified them and when the paypal rep denied it, the amex rep asked how should we notify you then? The paypal rep refused to tell her and then when learned that the call was being recorded, stated that we did not have her permission to record the call and hung up. The customer refused to pay us again because from his point of view, the money was not returned to him by Amex. At the end of 80 days, we get a message stating that Paypal has closed the dispute and the transaction was reversed to the buyer because we did not meet all of their seller protection requirements. We sue the buyer in small claims court for our services. After starting the smalls claims process against our customer, we get an email this morning (some 90+ days later) from Paypal. The message states that PAYPAL has successfully disputed the chargeback and they are returning the $500 in our account in 5 to 7 business days. UNBELIEVABLE.

Submitted By:: Denni

Location-: Santa fee

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