April 9

We also get a reply from Gloria. Gloria can cut and paste empathy with the best of them.

Dear Beleaguered PayPal Victim,

Thank you for contacting PayPal.

I am deeply sorry for the frustration and inconvenience this matter has caused you. Sellers form the backbone of our customer base, and we deeply regret the need to perform any reversal. Please understand that this chargeback was investigated within the terms of our User Agreement which you agreed to when you opened your PayPal account. At this point, we suggest that you contact the buyer directly to resolve this issue.

In order to accept credit cards as a funding source PayPal has to abide by their rules and regulations. PayPal had no further recourse with which to dispute and the credit card company’s decision was final.

The PayPal seller protection only applies to payments for tangible, physical goods which can be shipped, and excludes all other payments, including but not limited to payments for intangibles, for services or for licenses and other access to digital content. In addition, items prohibited in the PayPal Acceptable Use Policy are ineligible for coverage.

We appreciate your patience and understanding regarding this matter, and wish you continued success on PayPal.

Sincerely,
Gloria
PayPal Chargeback Division

There are strange gaps all over this email, when Gloria did not tidy up the formatting after she pasted in different chunks of her reply. An essence of humor, in an otherwise dull, and customer unfriendly response.

She is also pushing us to contact the buyer. Trouble is we have been in almost constant contact with the buyer. They are our client. We speak to them a lot. We remind Gloria, that we have contacted our client (the Buyer). They have relayed to us that after they [mistakenly] requested the chargeback (1), they were credited the funds by their credit card company (CitiBank). Their account was closed and a new account opened. They then contacted the credit card company; reversed the chargeback and sent a check to Citibank to cover the credit they should not have received.

Therefore the buyer (Bart Famos) has sent the funds to their credit card company to cover the reversed chargeback. i.e. They have paid. They are out of pocket for monies paid.

PayPal you have taken fees from us, for this transaction. Therefore the onus is on you to earn that money, and reconcile this issue. We therefore recommend you contact Citibank again, to reconcile your deficit and resolve this matter.

I am sure Gloria will get right on this and rectify everything.