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Paypal Chargeback Question

I've tried to research this question, but I'm having a hard time finding any straight forward answers.

I had a chargeback on one of my invoices yesterday. The invoice is back from Oct 9th, and the item was delivered to the customer Oct 13.

I responded to the dispute with all our correspondences and the proof of delivery, and the image itself. However, they refunded the client's money anyhow. I promptly got a hold of the client and they informed me that their paypal had been hacked, and a lot of fraudulent charges were being made with their paypal, so they had to close their paypal account and visit their bank to file a claim.

They replied to a couple of messages I sent them on FA, and seemed apologetic, but when I asked for an estimated time I could expect the money back, they stopped responding.

Another thing I'm not sure about is the fact that had paid two invoices with me just a couple days apart, and only one of the invoices was disputed.

I'm not sure how all this works, or how I should go about this. Really, I'm thinking I should just let it go, especially if she just had an unfortunate incident occur like this. I can definitely imagine she has a lot on her plate as it stands, without me adding to it.

But any insight would be nice!

Thanks guys.

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Nov. 27th, 2016 09:33 pm (UTC)
I dealt with this EXACT issue a few months ago. Got a chargeback on a commission, contacted the client and her Paypal had been hacked with several fraudulent chargebacks. I had about 3 current invoices from her and only two of them were chargebacked.

That said, it took a while to resolve - a few weeks? The client had to contact her bank and dispute the chargebacks, as well as contact Paypal to have the chargebacks reversed. I also had to contact Paypal to have them release the funds. It took some calls and some explaining, but eventually I did get my money back and the client apologized profusely (it wasn't her fault).
Nov. 28th, 2016 01:25 am (UTC)
While I'm sorry you and your client had to go through something like this, I appreciate you sharing your story!

It definitely gives me some hope that this can all be resolved, as well as some kind of amount of time I'm looking at.

I'm more than willing to wait while they work it out, even if it's three weeks, or more.

I'm glad you got your money back, and hopefully everything was resolved for her as well!


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