PayPal Chargeback

[Kram]

4 Purchases from my server have been chargeback.
Now, PayPal is asking for a seller response form me.
The player himself has messaged me saying they will try and resolve it but if they can't I was wondering how exactly I should respond.
All 4 purchases were made by the same player.
PayPal first asks me https://gyazo.com/04d9f3df6112bdf2f341e003353fc595
Then, if I click on "I've already shipped the product or provided the service"
I have to choose between product or service.
Product: https://gyazo.com/dadcfce6cd7299b07c78b8c9b504dd04
Service: https://gyazo.com/49d932bac7ffa2bd4a1f272afa0b5c17
How exactly should I go through this?
If I do use Product, Buycraft doesn't provide a tracking number.
The best I can do is show the Buycraft purchase and try to give proof the user received it in-game.

Thanks
- Kram

 

[Redbeast2]

If you have a good terms of service, just state that in the terms of service, it specifically says that there are no chargebacks allowed whatsoever, etc.

 

[Kram]

If you have a good terms of service, just state that in the terms of service, it specifically says that there are no chargebacks allowed whatsoever, etc.

I have that. However, isn’t PayPal asking if they got what they paid for?

 

[Member]

I have that. However, isn’t PayPal asking if they got what they paid for?

Sorry if I missed this in the thread, but what was their reason for the chargeback? (the reason the player gave to PayPal)

 

[Kram]

Sorry if I missed this in the thread, but what was their reason for the chargeback? (the reason the player gave to PayPal)

So, he told me his bank automatically chargeback a lot of his payments.
I believe the bank gave the reason of the user did not recieve what he paid for.

 

[Member]

So, he told me his bank automatically chargeback a lot of his payments.
I believe the bank gave the reason of the user did not recieve what he paid for.

He was most likely lying, but if the reason is that 'user didn't receive what he paid for', just provide proof of his rank ingame and show the BuyCraft package he purchased - PayPal will almost always take your side if you are a business paypal taking in a lot of payments since you make them money, not the buyer.

 

[Theo J]

call PayPal and explain your side of the story and upload any proof to the claim.

PayPal will be biased in your favor if you call in.

 

[Jonny]

Yeah as many people have said above just provide your Terms of Service that you have on display for the donation store. Take screenshots of the donation store purchase, date, time, product description etc. This is what I've always done and have won every chargeback.

Goodluck.

 

[Kram]

Thank you to the people who replied.
I have just submitted proof to all 4 cases.
I'll be awaiting a reply from PayPal.
I don't think I'll be needing this thread anymore so I'll lock it. Thanks!

 

[Kram]

I want to bump this thread because I need more help.
2 out of the 4 cases were resolved and the money returned. The other 2 are still being reviewed by PayPal.
The thing is 2 days ago I got this email from paypal (2 times due to there being 2 cases open)
"
One of your buyers opened a case for this transaction. This means the buyer has asked their financial institution to reverse the money for this transaction.

We want to help you, and we are disputing this case with your buyer's financial institution.

The disputed amount has been debited from your PayPal account because of the following reason(s)

• Intangible goods or services are not covered under Seller Protection.

In addition, you have been debited a $20.00 USD chargeback fee.

We understand you may not have been expecting this chargeback. If this debit has made your PayPal account balance negative, please log in to your PayPal account and add money to your PayPal balance.

If the financial institution decides the case in your favor, we'll notify you when the payment is returned to your PayPal account.

We'll email you if we need any further information from you."
So they took $40 for me to receive $20 back. Is there any way I can like say I'd like $40 back and we can close the cases instead?
Because due to that, I'm now $35 in debt.