It was bound to happen. A chargeback notice from my PayPal account meant time spent away from what I should be doing. But chargeback notices are one of the hazards of being in business. As with most anything, your best defense is a good offense.
In my eight year history of having a merchant account for my business, I’ve only had to deal with one chargeback issue — knock wood. That issue was settled in my favor even though the client was in the far east. There’s a lot to be said for keeping good records of your sales and correspondence with customers. You just never know when you’ll need it.
So when I recieved the notice from PayPal that a chargeback had been issued against my five year old account, I wasn’t sure what to expect. It’s not like dealing directly with the credit card processing company since PayPal is a middle man. But the process went smoothly.
PayPal has its systems and processes in order for handling this kind of issue. They even have a streamlined method for receiving any of your documents to dispute the claim. The only thing that concerned me was personal phone support when I really wanted to talk with someone. But there’s nothing to worry about there either. Although their automated system tries to help you as much as possible without having a human intervene, I had no trouble getting a real, live human who was very helpful and appreciative of my business.
All in all, this episode wasn’t a bad experience though it’s not something I’d want to do very often. And having PayPal as an alternative payment option for my customers far outweighs the risks of having to deal with a chargeback.