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Was the payment 'Under Review' ?
Interesting...my paypal account is ancient, so I must not remember.
Paypal has no protection on any virtual services. As long as charged back reason is "unauthourized payment", you will not able to win the charged back. I had tried to send the account information to paypal id email even they registered from another email, user used the service, after almost one month, they claim charged back on unauthorized payment, i lose the case.
As a tip for future, when selling things online through paypal if the payment comes from a different email address forward the paypal payment confirmation to the registered paypal address asking them to reply confirming they authorized the payment.
It is not uncommon for people to use different email addresses for services than the one they may have used to sign up, but if they cant reply to your email sent directly to the paypal address just forget it and refund before you get stung.
I do that manually. This time it was Same. WHMCS EMail and PayPal Account mail are a perfect match.
It is regrettable to us too us happened, but when we see customers with false data and see the IP does not belong to the place is given to the customer to send image of the ID or passport holder or canceled directly order the opportunity.
You're lucky it's only $15 really. Some people get done for thousands. I took a few grand managed service payment from Iran a few months ago. Was slightly worried at first. Passed 3 separate fraud checks and some vetting. I'd suggest putting fraud checks in place if you don't already have them. I use 2Checkout's fraud checks, Maxmind and if it's an exceptionally large payment, ask for ID etc.
And you sent the email and header to paypal to show confirmation from the email owner?
I am confused by what happened. I have read so many accounts written by customers who complain that the provider failed utterly, e.g. they ordered a VPS that was not delivered or their VPS was cancelled immediately after paying for a full year subscription. Most of the time, PayPal rejected their refund requests. The prevailing wisdom has been "PayPal will not refund virtual goods."
It may not be worth your time for $15, but you provided proof of delivery, and this is a virtual product. I would ask PayPal to review the decision and explain in more detail why they refunded the customer's money.
Why wouldn't they refund the money? The person with the PayPal account didn't order any services and has no interest in any of this. It's the customer who should pay - and good luck with that.
let me recommend you what to do to win it and have the best chance of it coming favorable to you on your side.
call paypal on the phone it is better to talk to someone from paypal over the phone as you have a much more likely chance of winning if you talk to a paypal rep directly over the phone
second whatever billing panel you use(whmcs,blesta,etc) take a screenshot of it using the snipping tool on win7& above and then highlight the services the buyer received paid for etc. I highlighted everything in whmcs at the time this happened to me last I highlighted the service their name on the profile their transaction id's everything to make it very clear in the screenshots they got what they paid for. and then I took screenshots from virtualizor as well showing the servers(vps's) are on and active and they have been delivered(the claim was they wasn't delivered) and then I submitted all of this to paypal called back paypal on the phone and told them "I would like to dispute the chargeback I received" and they saw the detailed screenshots I made the paypal rep even said highlighting it made it very clear they got what they ordered. and then the paypal rep was able to reverse the claim and resolve it in my favor and then added a "red flag" on the buyer's account for submitting a false claim/dispute(you know fraud) and said the issue has been resolved and I should see the money back in my paypal.
I didnt really suspetcted that i need it. But Thanx buddy i would in future.
But, I simply sent a screen shot highlighing the email and i did tell them its the same.
But anthony, i feel the paypal account was not fake , the creditcard was. Hence the Limitation and reversal as @Clouvider suggested.
ah fair one.