How can I win these cases [PayPal] ?

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All off those chargebacks are from 2 users. They're both buying items online in my game and I use the PayPal IPN feature (gives them the items after they pay). Now they're both trying to chargeback over $1300, is there any way that I could possibly win those cases ? Could I call PayPal or something ?



Message
he buyer has filed a chargeback with his or her credit card company stating that the buyer did not authorize the payment.

The credit card company has reversed the payment, and we've placed a temporary hold on the funds while we review this case. If this transaction is covered by protection against unauthorized payments, we'll lift the temporary hold and restore the funds to your account. If the transaction is not eligible, we'll return the funds to the buyer or the rightful owner.

For this transaction to be covered by protection against unauthorized payments, please provide proof that you shipped the item through an approved shipper to the address on the Transaction Details page.

If the item is not a tangible good, this transaction is not eligible for protection against unauthorized payments. However, depending on the information you provide, we may be able to help you recover your funds by disputing the chargeback with the credit card company. Please provide us with information about your case. We'll let you know if we can dispute the chargeback with the credit card company.
Since this is an online item, do I have any shipping info ?
  • Profile picture of the author KimW
    Since it is not a physical item this pretty much sums it up:
    "If the item is not a tangible good, this transaction is not eligible for protection against unauthorized payments. However, depending on the information you provide, we may be able to help you recover your funds by disputing the chargeback with the credit card company. Please provide us with information about your case. We'll let you know if we can dispute the chargeback with the credit card company."

    I would call Paypal anyway though. This is not a situation you want to ahndle through online help in my opinion.
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    • Profile picture of the author kindsvater
      I'd certainly freeze their game accounts and get ahold of PayPal due to the amounts at issue.

      You will need proof, such as IP address history, showing these people are committing fraud as opposed to some other fraudster got ahold of their PayPal account and made a lot of charges.
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      • Profile picture of the author exoduspress
        Was a valid cvv code provided on the transaction as well as valid address information? If it were you might have a chance. If not, then no one will be in your corner. Visa AND paypal make it very easy to charge merchants back if valid security information isn't provided. Address verification and CVV are some of the only protections standing between you and a potential thief when it comes to ecommerce transactions.
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  • Profile picture of the author derekwong28
    If the payments were made through a hacked credit card, then there is no chance of fighting the chargebacks as the genuine owner is not responsible. If the transactions were genuine, then there may be a chance but it is not up to PayPal but the card issuer's bank. It really also depends how PayPal fights on your behalf with the card issuer's bank. However in my experience, most of these transactions are done through a hacked credit card.
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    • Profile picture of the author Tina Golden
      The only chance you have is if the IP information on your end matches what PayPal has registered for that person. If so, they will go to bat for you with the credit card company.

      That doesn't guarantee anything, but it gives you a chance. If it doesn't match, it's a good chance the guys really did use stolen card info and while it sucks for you, it isn't fair for the real card owner to pay, either.

      Either way, I would hope that your back office recorded the IPs and maybe more info. You can report that to either the police or maybe the state attorney's office; they may be able to track the thieves down since they were using stolen cards.
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