Someone raise Paypal dispute saying ..

11 years ago

Sounds like the buyer tried to get in touch or had a question that you didn't answer. That's what the saying means but whether this buyer has used it correctly or not I don't know. Best you contact paypal or the buyer immediately and find out how you can rectify the problem.

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goldclubmember

11 years ago

Thanks eyelet.

I have asked him for the ticket no but there is no reply

I search thru my support tickets and there is no ticket from him. Can it means the site is not working ?

Thanks
1 reply

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DeborahDera

11 years ago

Why don't you email the customer directly, apologize for the confusion, and ask what you can do to help? Try to rectify the situation rather than wondering what it is about. I'm sure the customer will tell you.

Originally Posted by goldclubmember

Thanks eyelet.

I have asked him for the ticket no but there is no reply

I search thru my support tickets and there is no ticket from him. Can it means the site is not working ?

Thanks

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carol951

11 years ago

To get to the bottom of the issue, get in touch with the customer, find out what it is and then fix it. It that doesn't work call Paypal.

Thanks

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goldclubmember

11 years ago

DeborahDera and carol,

Thanks for your feedback. I've contacted him thru email and there is no reply from him. I've checked my site and there are no error in it. In fact, I'm selling the product for 4 yeats with less than 1% refund rate.

The only thing i worry is misunderstood his statement on "Met with wall of silence.".

What is the best way to deal with this? Please advise how to reply in paypal's resolution center. Should I refund him and close the dispute?

Thanks in advance..any advice is highly appreciated

Thanks

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mrgoe

11 years ago

Some people just buy so they can refund. Don`t worry about it. Wall of silence is about not getting response from the seller, but if that`s the case just send whatever informaton paypal requires and you`ll be fine, hopefully.

And also, closing the dispute will fix the issue, but it is just the easy solving.. go forward, upload your info, respond clearly and you could win it in your favor. Anyhow, if it`s a digital good, paypal doesn`t guarantee anything for the buyer so you will win the dispute regardless of what you`ll say, as long as you don`t issue a refund.

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goldclubmember

11 years ago

Wall of silence is about not getting response from the seller

Morgoe, thanks for your clarification on the phase.

closing the dispute will fix the issue,

Will this make paypal think that I've bad services and getting into trouble with thiem?

Thanks
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mrgoe 11 years ago

Originally Posted by goldclubmember

Will this make paypal think that I've bad services and getting into trouble with thiem?

Not at all, there are a lot of issues that can come between a seller and a buyer, it could be a glich in the system, a bug in the website, a problem with the buyer email or whatever. If you refund, paypal won't even look into the problem. When the dispute escalates, paypal starts to take action, asking for info and trying to settle the problem.
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stoltingmediagroup

11 years ago

You should reply right away via Paypals resolution center and simply ask your customer what the issue is and how you can help. Also mention that you sent them an email and ask them to check their spam folder, etc. (This will show that you attempted to respond .) Then simply wait for a response.

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goldclubmember

11 years ago

You should reply right away via Paypals resolution center

I've replied to the resolution center and his reply is "met with wall of silence"

Thanks

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Raydal

11 years ago

A lot of times customers would do this just to get your attention.
Don't assume that they really want to get a refund, but if they
cannot get you by your listed contact methods then they will
open a dispute. They are sure to get your attention this way.

-Ray Edwards

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mrgoe

11 years ago

Originally Posted by Raydal

A lot of times customers would do this just to get your attention.
Don't assume that they really want to get a refund, but if they
cannot get you by your listed contact methods then they will
open a dispute. They are sure to get your attention this way.

-Ray Edwards

This is not true in this case, as the buyer isn`t answering the emails here. But you can try to contact the buyer via resolution center within the paypal account. Try this, see what will happen, but I bet it`s just someone trying to get an item without paying..

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zenxseo

11 years ago

i am agree with stoltingmediagroup

You should reply right away via Paypals resolution center and simply ask your customer what the issue is and how you can help. Also mention that you sent them an email and ask them to check their spam folder, etc. (This will show that you attempted to respond .) Then simply wait for a response.

This is the best solution use paypal and ask

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goldclubmember

11 years ago

Ray,

You should reply right away

I've checked all my support tickets and there is nothing from him.

the buyer via resolution center within the paypal account

]'ve replied and his answer is "met with wall of silence"

I've asked him for the support ticket no and there is no reply

Thanks

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ratracegrad

11 years ago

respond to paypal and tell them that you have not received any contact from buyer. In addition you have attempted to reach them on {insert date} and {insert date} and have not received any response from them. Since you have no idea why the buyer is requesting a refund, you are refusing to grant it until you receive valid notification.

Also do you offer a money back guarantee? If so is this request for refund withing that timeframe? If it is then they really don't have to give you a reason for requesting refund.

Thanks

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Someone raise Paypal dispute saying ..

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