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How should I respond to this paypal claim?

by nick1123
15 replies
Paypal just emailed me informing me that one of my customers is making a claim against a transaction she made.

Paypal states:
"The buyer has filed a claim stating this transaction was made without the account holder's knowledge or consent. "

The product she bought was $27.

How do you typically proceed with this kind of thing?

I have no way to verify her claims and am not sure if I should just give her a refund.

Any advice would be greatly appreciated!!
#claim #paypal #respond
  • Profile picture of the author FrankRumbauskas
    Well, I don't use PayPal (for this exact reason) so I have no idea how much information they let you have access to, but with a credit card, if the AVS and card code are both a positive match, you're ahead of the game. Also, if you have any emails or support tickets from that customer proving they bought the product, send them in.

    I can't tell you how many chargebacks we beat that said "charge was without knowledge or unauthorized" then we fax in a support ticket from the customer asking for the download link or something like that
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    • Profile picture of the author Dean Shainin
      I've wasted time trying to show PayPal with details of purchase and it simply ends up being credited back to the customer so these days I just let it go.

      I've seen several over the last couple months. It's almost like some sort of trend or something going on lately...

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    • Profile picture of the author nick1123
      Originally Posted by FrankRumbauskas View Post

      Well, I don't use PayPal (for this exact reason)
      Yah I had this thought too.

      Anyone have experience with this?
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      • Profile picture of the author Jack Duncan
        nick1123,
        Yep...sounds like a dandy.

        There was a thread on this issue last week.

        I think it's the new game in town.

        Here's what I did:

        1. I sent the buyer a kind note with a "What's up" tone.

        2. I sent PayPal my download info and download transaction ID number and explained the process to them.

        3. The buyer has emailed twice with a sob story...says everything was stolen. Now he is rambling on and on.


        In the end, I'm sure PayPal will side with the buyer...but they will know that someone on this end at least will give them a bit of a hassle to make it right.

        Hope this helps,
        Jack
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  • Profile picture of the author jagsenghera
    Originally Posted by nick1123 View Post

    Paypal just emailed me informing me that one of my customers is making a claim against a transaction she made.

    Paypal states:
    "The buyer has filed a claim stating this transaction was made without the account holder's knowledge or consent. "

    The product she bought was $27.

    How do you typically proceed with this kind of thing?

    I have no way to verify her claims and am not sure if I should just give her a refund.

    Any advice would be greatly appreciated!!
    Just refund her the $27, Its not worth the time to put in all the effort if we are talking only about $27...unless the dispute is for $200 or more ,
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  • Profile picture of the author digitalproductreporter
    same thing just happened to me, i assume it some boob that downloaded the software and immediately filed a complaint with paypal to reverse the transaction

    their name didn't happen to be jaclyn lamper? that's who is filing to reverse mine

    i made my sale through ejunkie so they had the purchase, ip, etc recorderd

    I simply check "doesn't apply to me", put in there they paid for an item and e-junkie hadled shipment

    two days still waiting on them to respond now. "Awaiting other party's response"

    I don't mind giving a refund but I won't put up for nonsense
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  • Profile picture of the author valerieSONORA
    Unfortunately this is also a method scammers use. They buy something then claim it was an unauthorized transaction. They win the dispute and there's nothing you can do about it.

    If it was legit she should have come to you in private and explained the situation instead of filing a dispute without trying to work it out first.
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  • Profile picture of the author Steven Carl Kelly
    I would just refund it. The time I would spend trying to prove the sale was legitimate is probably worth more than the $27.
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  • Profile picture of the author GeorgR.
    How do you typically proceed with this kind of thing?
    I always kill myself.



    But on a serious side-note: I do nothing. I wasted enough time already proving to paypal that i delivered the digital product, but i never "won" any dispute.

    Secondly, and Sadly, Fraud seems to be quite common, especially in IM niche and if you're active on certain forums. So expect a certain number of chargebacks and disputes, whether they're legitimate (stolen accounts) or just from "serial refunders".
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    • Profile picture of the author AndrewCavanagh
      You email the person who made the purchase explain to them what the product they purchased from you was and what name it would appear under their credit charge.

      Explain to them that you've received the complaint and you know it's easy to not realize where a charge comes from and think it was unauthorized.

      And ask them if there was any problem with your product.

      They will usually withdraw their complaint once they realize that they did indeed purchase the product off you.

      The problem is usually caused because they don't connect the charge on their credit card to the purchase from you because the biller name is different.

      Keep in mind that paypal actually gives you an extra level of protection there by giving you the chance to answer these queries.

      With most credit card processors they just do an automatic charge back with no recourse unless you can provide a signed credit card form or order.

      It is best to contact the buyer directly to deal with the issue.

      Kindest regards,
      Andrew Cavanagh
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      • Profile picture of the author Kay King
        I've always wondered if contacting the buyer directly is wise. If the first contact they made was through paypal, seems it's better to address any communication about it through paypal.

        Could be a scammer, could be their teen used their card without permission, could be they are just dumb.

        I'd be interested on the take people have on this - have always thought it better to just send any purchase/download info you have (did they opt in for example?) - and then let paypal decide. They'll probably reverse it - but at the least the person has to wait a few days to get the money back.

        Does issuing a refund directly to the customer automatically end the complaint? Not sure that's the case but I may be wrong.

        kay
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  • Profile picture of the author valerieSONORA
    Kay, paypal seems to be like Clickbank in a way. With Clickbank a buyer can ask for a refund for any or no reason and Clickbank gives it no questions asked.

    With paypal it's the same if someone files an "unauthorized charge". Just because they file that doesn't mean it's true. It could be, but thieves have figured out this works. Paypal will reverse the charge regardless no matter what, no questions asked if someone files that way.

    I still think it's better if you are a legit buyer to go to the seller first. Most likely they will refund. If not, then file a dispute with paypal. No need to skip to point B without going to point A first.
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    • Profile picture of the author Charles E. White
      If it was me, I would take Andrew's advice. I think that would be the professional way to handle it.

      I had a dispute like this with a customer once and PayPal sided with me.

      On the other hand, I usually just give the refund, it's not worth my time to get upset over someone trying to rip me off, in most cases.
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    • Profile picture of the author Kay King
      That's my thinking, too. Paypal is investigating so I just send the info and let them (PP) do their thing.

      The buyer could have requested a refund and in most cases seller would send that refund quickly. Buyer chose to file a complaint - so let him wait while his complaint is investigated.

      This is not a customer you want to deal with again - unless he wants to buy and refund another of your products.

      Charles:

      I thought I had read somewhere (can't find it now of course) that issuing a refund immediately and contacting the customer directly after they filed a complaint had caused more problems for the seller than simply waiting for paypal to reverse the charge. I'll keep looking for that info now cause I'm curious.

      kay
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  • Profile picture of the author nick1123
    Thanks for the advice guys!

    I am going to contact the buyer.
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