Weird Paypal Reversal Case ???

by Raydal
9 replies
A couple days ago I got the following email from Paypal.

Hello Ray Edwards,

XXXXXXX just sent you money with PayPal. To help protect you, we're reviewing this payment.

The Payment Review may take up to 24 hours. When we've completed the review, we'll either clear or cancel the payment. If the payment clears: You may proceed to process the order. To know if your item is covered, check the 'Seller Protection' section of the 'Transaction Details' page and ensure that it states 'Eligible'.

You shouldn't provide the item or service purchased until we let you know that the payment has cleared. We'll send you an email when we complete the review or you can check the Transaction History tab of your PayPal account.

XXXXXXX is a Verified Customer
The payment was then cleared and the product accessed
by the next day. Now today I get another email:

Hello Ray Edwards, An unauthorized account activity claim was recently filed against the following transaction. Buyer's name: xxxxxxxxx Buyer's email: xxx Transaction ID: xxxxxx Case number: PP-xx2-047-4N7-69x We need additional information from you within the next 7 days. Please log in to your PayPal account and go to the Resolution Center to see the details of this case. There, you can enter any information regarding this case that will help us fight the reversal on your behalf. Thanks, PayPal
If Paypal investigated and cleared the transaction why should
I be responsible for "unauthorized activity"?

First time I've had a case like this. I guess refund is the only
option?

-Ray Edwards
#case #paypal #reversal #weird
  • Profile picture of the author kindsvater
    I'd do what was requested and provide any info to show it was a legit transaction, including IP addresses used for the purchase and product access.

    .
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    • Profile picture of the author Raydal
      Originally Posted by kindsvater View Post

      I'd do what was requested and provide any info to show it was a legit transaction, including IP addresses used for the purchase and product access.

      .
      The interesting thing is that there is no way to
      provide IP address just shipping information or
      a tracking number. But this is a digital product.

      Here are the options:

      How would you like to resolve this issue?

      -Provide Shipping Information.
      -I have not shipped the item and I will refund the payment.
      -I have refunded the payment for this transaction.

      There are no other place to give information as a text
      response. I guess I have to accept the loss.

      -Ray Edwards
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  • Profile picture of the author IMSince2003
    Yep, it reflects PayPal's stubborn adherence to a physical product mentality. It's a PITA, but call them and tell them what's going on. If we're talking about a small amount and you don't have time to deal with the nonsense, just hit the refund button.
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  • Profile picture of the author contentwriting360
    Banned
    There are no other place to give information as a text response
    Well, there is. I think we encountered this once or twice if my memory serves me right. I believe there's an option that will tell PayPal you have shipped the product. You only have to present an email as a proof that you delivered the digital product.
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  • Profile picture of the author Deji
    I got exactly the same first email from Ebay/Paypal when I sold an item to someone in a particular country. After their investigation, they cleared the transaction and ok'ed it for me to ship the item. The person did not however file a chargeback.
    Unfortunately, Paypal does not provide buyer or seller protection for digital items. They do tend to side with the buyer most times. It would seem to me that Paypal is on your side though as they said you should provide them with information to help you "fight the reversal on your behalf". If the amount is substantial, I would suggest that you contact Paypal and let them know the item is an intangible one and provide proof that you sent it to the person by email. Also supply them with any other requested information. And make sure you block the person's username from within Paypal. Although realistically, he could always use another Paypal account next time but still...If the amount is not substantial, you could just refund it and move on. All the best!
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  • Profile picture of the author BIG Mike
    Banned
    [DELETED]
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    • Profile picture of the author kindsvater
      For "shipping information" I include the download url. The problem for an "unauthorized" claim is the buyer is asserting someone made a fraudulent purchase on their account. It is not your more typical 'didn't receive' complaint.

      Yep, of the millions of fraudulent products that could have been bought with a hacked PayPal account, it was your product. It's obviously a crock, and as a copywriter you can probably strike gold with this, but anything that can show the account owner did make the purchase is needed.

      .
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      • Profile picture of the author Steve Wells
        Originally Posted by kindsvater View Post

        For "shipping information" I include the download url. The problem for an "unauthorized" claim is the buyer is asserting someone made a fraudulent purchase on their account. It is not your more typical 'didn't receive' complaint.

        Yep, of the millions of fraudulent products that could have been bought with a hacked PayPal account, it was your product. It's obviously a crock, and as a copywriter you can probably strike gold with this, but anything that can show the account owner did make the purchase is needed.

        .
        Yep, I had one like this, and lost the case. I even contacted the guy who did it, and he got IRATE with me. And said that his business had nothing to do with the type of product I was selling which was marketing graphics. But I looked up his business and his business was an Marketing Agency, lol!

        Either way, I know he was lying, it was waay too obvious, but he got his measly 20.00 back, and I made sure to blacklist his email from any of my products in the future....
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  • Profile picture of the author ProAffiliate01
    This is pretty fishy. There could be many reasons for this. One of the most common is using different computers or devices to access Paypal. I'm not sure though.
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  • Profile picture of the author Steve Wells
    You could do what I do whenever situations like this come up....

    I have won most of my battles. I do not have refund requests much at all, honestly, over the past several years out of all my transactions, I have had probably 5 or less refund requests, and maybe lost 2 of those.

    I do my best to do a great job on any product or service I sell, that's the primary reason for low refund rates.

    Here is what I send to paypal via their internal system which is quite screwed up in the first place.

    Sometimes I just give them a call and let them manually mess with my case, because their system does not really seem to be set up for all scenarios that can happen.

    Anyway, I send them 2 PDF's one that says;

    "To whom it may concern regarding this refund dispute.

    I would like to refer you to the PayPal User Agreement: which according to Article 13.3 says that, Intangible items including Digital Goods, are not covered nor eligible for refunds."

    Then I send them another PDF with their T.O.S. on it, so they can read it themselves........
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