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Customer purchases & downloads product - bank reverses paypal payment

by mrcouchpotato
7 replies
A week ago a customer purchased and downloaded some video backgrounds that I sell online in my store.

Today I get an email from Paypal that the customer's bank reversed the payment and there's now a hold on the funds. So I go through the Paypal dispute process and there's only 3 options available.

1. I can provide proof that the item was shipped through an approved shipper to the address on the Transaction Details page.

2. I can provide proof that I refunded the payment for this transaction

3. I will accept liability for this transaction.

So I choose option 1 and another box pops up saying.

What information can you provide?
I can provide online tracking information.
I can upload or fax proof that the item was shipped.

Since this is a downloaded product, how do I provide online tracking information from an approved shipper? Do I just take screen shots of my admin area showing that the files were indeed downloaded?

Is it worth even going through all this since this transaction was reversed by the customer's bank (he obviously didn't have enough funds to cover it or the bank account was closed or something) and Paypal may deny anything I do anyway?

Would simply accepting the loss have any negative effect with me and Paypal. The amount was for $14.00.

Thanks.
#bank #customer #downloads #payment #paypal #product #purchases #reverses
  • Profile picture of the author Sleaklight
    what I do is type in 5555555 in the tracking number area, and below in the box I link them to a picture that shows proof of them downloading the product, whether it is an email sent with the product or them having logged in to the site to download the product. I also provide a link to the product so they can download it. I've yet to lose a paypal dispute this way, even if its a bank reversal.
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  • Profile picture of the author Margo Tuul
    I don't think you will get it back. But here's what you can try.

    Just say in dispute that if he claims he never received this product...you will be happy to send the download link again. And problem solved.
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  • Profile picture of the author Charlotte Jay
    Both excellent solutions and ones to keep for future reference.
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  • Profile picture of the author sbucciarel
    Banned
    For $14 just refund and move on. Happens often enough that it's really not worth the hassle. I just had an assmonkey file a Paypal dispute. Never asked for a refund. His reason for the dispute? Item was externally damaged. He was trying to make it appear that he bought a physical product that was damaged.

    These little ripoff artists are a dime a dozen. Fortunately, I've got DLGuard and I ban all refunders from ever purchasing from me again, so I don't have serial assmonkeys.
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    • Profile picture of the author mrcouchpotato
      Originally Posted by sbucciarel View Post

      For $14 just refund and move on. Happens often enough that it's really not worth the hassle.
      This was my concern. I've never had anyone do any disputes before And technically this guy isn't disputing anything. His bank reversed the payment probably because he didn't have enough money in his account.

      But I wasn't sure if I just resolved the dispute and didn't put up a fight, Paypal might look at that as a negative thing and think that I'm the one who's guilty. I just don't want to mess anything up with my Paypal account because of $14.00.

      Maybe I'm making too big a deal out of it.
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      • Profile picture of the author AnniePot
        Originally Posted by Sleaklight View Post

        what I do is type in 5555555 in the tracking number area, and below in the box I link them to a picture that shows proof of them downloading the product, whether it is an email sent with the product or them having logged in to the site to download the product. I also provide a link to the product so they can download it. I've yet to lose a paypal dispute this way, even if its a bank reversal.
        Originally Posted by Margo Tuul View Post

        I don't think you will get it back. But here's what you can try.

        Just say in dispute that if he claims he never received this product...you will be happy to send the download link again. And problem solved.
        EXCELLENT responses. I also use a download tracking WP plugin which can provide proof of a download to the customer's IP address.
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      • Profile picture of the author sbucciarel
        Banned
        Originally Posted by mrcouchpotato View Post

        This was my concern. I've never had anyone do any disputes before And technically this guy isn't disputing anything. His bank reversed the payment probably because he didn't have enough money in his account.

        But I wasn't sure if I just resolved the dispute and didn't put up a fight, Paypal might look at that as a negative thing and think that I'm the one who's guilty. I just don't want to mess anything up with my Paypal account because of $14.00.

        Maybe I'm making too big a deal out of it.
        Paypal more appreciates that any disputes or chargebacks are resolved quickly. I've always solved them immediately.
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