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Paypal Dispute...

by Jaysmyne
21 replies
Long story short I have a dispute I am pursuing, I just esclated it to paypal's review and their automatic system closed it because I had selected "Quality of Goods" as the reason for why I was disputing the item. I really honestly selected the best random item that fit the description of my issue since this was a digital good and not a physical good and all of paypal's options only seemed to apply to physical goods. How do I get in contact with paypal in regards to this dispute and asking them to have a human being look into the issue versus, using their automated system?
#dispute #paypal
  • Profile picture of the author tecHead
    Call them...

    PayPal & eBay Addresses, Phone Numbers and email
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  • Profile picture of the author Caleb Spilchen
    "Paypal doesn't get involved in disputes regarding virtual goods".

    That's what a rep told me.. However in getting them to talk, I found out that if there is a pattern they will shut down the persons PayPal, in my case, reports indicate the paypal was actually shut down
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  • Profile picture of the author salegurus
    Payapl will not refund for digital goods, i had similar issue and called support, i was told digital goods are not covered according to Paypals TOS.
    Sorry
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    • Profile picture of the author spud--1
      You can still file a chargback with your bank and recover your money, just cut paypal out of the equation.
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      • Profile picture of the author Kay King
        Paypal clearly says it does not guarantee digital products - the aren't going to refund you.

        Did you ask for a refund before filing a dispute with paypal (from the seller?).

        I think the advice to file a chargeback with your credit card company is too often given as an answer here. Do that often and you can lose your credit account and your paypal account.

        If the product itself advertised a money back guarantee - have you asked for a refund under the guarantee?

        kay
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  • Profile picture of the author sbucciarel
    Banned
    Just give it up. They don't support you on digital goods. I've been told that time and time again by Paypal.
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  • Profile picture of the author honeyprime
    I feel for you. Been in that situation, but paypal stick to their policy and they do not refund for digital products.
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  • Profile picture of the author Will Edwards
    Have also been in that situation. I have even won a dispute and despite that still refunded the user as a good-will gesture. It may sound harsh, but personally, I would chalk it up to experience and move on.

    Will
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  • Profile picture of the author seasoned
    Quality of goods is often not considered a valid reason. They look at it as if you don't like the color.

    Steve
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  • Profile picture of the author Kierkegaard
    In my experience of Paypal (on the receiving end of it) anyone who charges back on their credit card gets refunded. There is the pretense of a dispute but Paypal just pay automatically.

    I stopped using them to sell ebooks when people would just order ebooks then just charge back their credit cards.
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    • Profile picture of the author Johnny Slater
      Originally Posted by Kierkegaard View Post

      In my experience of Paypal (on the receiving end of it) anyone who charges back on their credit card gets refunded. There is the pretense of a dispute but Paypal just pay automatically.

      I stopped using them to sell ebooks when people would just order ebooks then just charge back their credit cards.

      This is not true. If you show you have proof that the customer did in fact download your product ( you do use some type of protected system that tracks customers logging into your system right? ) and that the product was delivered as described on your sales page and that you have a no refund policy then you can win chargeback disputes.

      In 3 years of selling online I have only lost 1 PayPal dispute and 1 chargeback dispute. After that I started putting everything I sell behind a protected members area which shows proof of the customer logging into the system the instant the payment clears. This proof along with my written no refund policy has always been enough to win any PayPal dispute and any chargeback issues that have come up since then.
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      • Profile picture of the author Kierkegaard
        Originally Posted by Johnny Slater View Post

        This is not true. If you show you have proof that the customer did in fact download your product ( you do use some type of protected system that tracks customers logging into your system right? ) and that the product was delivered as described on your sales page and that you have a no refund policy then you can win chargeback disputes.

        In 3 years of selling online I have only lost 1 PayPal dispute and 1 chargeback dispute. After that I started putting everything I sell behind a protected members area which shows proof of the customer logging into the system the instant the payment clears. This proof along with my written no refund policy has always been enough to win any PayPal dispute and any chargeback issues that have come up since then.
        According to the representative I spoke to on the phone, it is up to the credit card company whether an chargeback is acceptable or not. Paypal go along with the decision of the company.

        How do you prove that someone didn't take a credit card and use it to enter your membership area? If the cc company believe that the card was stolen, they will uphold the chargeback and Paypal will hand over the money.
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        • Profile picture of the author Johnny Slater
          Originally Posted by Kierkegaard View Post

          How do you prove that someone didn't take a credit card and use it to enter your membership area? If the cc company believe that the card was stolen, they will uphold the chargeback and Paypal will hand over the money.
          Any decent script that hides downloads behind a protected members area will track ip addresses. If you can prove that the customers ip address did in fact access your protected members area and did in fact download your product then that voids the customers claim of a stolen card.

          There are ways to protect yourself against chargebacks. It's just a shame that way too many people say it's not worth the small amount of effort it takes to protect your business.
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  • Profile picture of the author Audrey Harvey
    I've found Paypal don't refund on digital goods even when the digital goods aren't delivered.

    I don't think you're going to have a happy outcome on this one, Jaysmyne.
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  • Profile picture of the author jennypitts
    In my personal experience Paypal NEVER refunds for digital goods or gets involved in disputes. When I purchase any digital good such as a service, software or program I pay with Credit Card because I can always cancel, and open a dispute.
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  • Profile picture of the author BizBoost
    Paypal = Godzilla
    Virtual Goods = Fleas
    Paypal doesn't recognize virtual goods in a case like this.
    Sorrry.
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  • Profile picture of the author ErnieB
    If you read their terms, paypal does not provide any protection in regards to non-tangible goods. They also state that they only protect items bought/sold on Ebay.

    However, I have both won and lost disputes that were digital items and also non ebay items. ( as a buyer and as a seller ) In addition, I have won disputes where the end user created a chargeback with their credit card. ( one instance was a non ebay and digital good ).
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  • Profile picture of the author Kierkegaard
    Johnny, you have the proof. You give it to Paypal. They come back and tell you the cc company sees things differently. You ask how they could possibly see things differently... no response.

    There are many ways to minimize the threat of malicious chargebacks, deliberate fraud, etc. But if someone does target you, Paypal can/will do next to nothing to prevent it.

    EDIT: I've noticed your sig. I can see why you're keen on scripts that prevent Paypal chargebacks.
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    • Profile picture of the author rts2271
      I usually look at people who only sell products via paypal as shady. If they were a real business they would have a merchant account. Which brings me to my point, who uses paypal outside of Ebay if they don't have to? Your just asking for a case of butthurt.
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      • Profile picture of the author Johnny Slater
        Quite a lot of people who sell online use Paypal as their payment processor. Their rates are lower than a merchant account, and you have less hassles over payment disputes.

        Add to that the large number of automated content delivery systems which use PayPal, the fact that most online shoppers are comfortable with using PayPal and wouldn't trust a third party merchant account without knowing something about who their money is going to, and a host of other things and its just about dumb not to accept PayPal as a payment method.

        If you believe that anyone who uses PayPal is shady, then you obviously are in the wrong business.

        Originally Posted by rts2271 View Post

        I usually look at people who only sell products via paypal as shady. If they were a real business they would have a merchant account. Which brings me to my point, who uses paypal outside of Ebay if they don't have to? Your just asking for a case of butthurt.
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