"Buyer Dispute" PayPal - Advice?

No, just respond to the dispute and do a full refund. You will be fine.

You don't need to worry. This happens sometimes.

Just issue a full refund within the PayPal dispute panel.

Ryan

Hi Scott,

Some people eh?

Why won't they just contact you first??

Anyway, all you need to do is address the dispute. When Paypal see that you are more than willing to sort this out, they won't close your account. They must get disputes coming in left right and center (hence the part of their site focused on disputes) and won't just block your account just because you received one.

Good luck with it

Don't just offer a refund!

You're a business man right?

See what their problem is and address it and do what ever you can within your refund policy to keep the money.

Louis

Thanks guys, sounds like as long as I do swift resolution I won't hit any issues. It's just the horror stories I've heard about frozen accounts that makes me not even want to deal with it.

Yeah, some people use it as the first line of communication. You'll be fine though Just respond to it ASAP and get rid of the person

I'd contact the person directly and see what the beef is about. They could have made a mustake or maybe they have been emailing you and its in your spam folder. You may have other people that can't trach you also.
Why not find out whats wrong? Maybe the guy is just a jerk.

The same thing has happened to me Jeff. Every time I launch a WSO I will get a good percentage of people who say "Opps... um... unauthorized use!"

Every attempt to contact the person gets no contact, so the only solution is to refund.

Can be quite annoying, but it's not the end of the world. The person who got the information for free is probably so cheap they won't use it anyway.

I've had a couple of people file a dispute with PayPal because they didn't get the download link. They were supposed to have been forwarded to the download page but either they closed the window out too soon or something went wrong.

I responded to them through PayPal's console. I told them that PayPal had forwarded their message to me about the problem and since emails don't always get delivered properly I thanked them for letting PayPal know about it so I could help them.

Then I gave them a link to their own personal download page - it was personalized with their name in the page extension and on the page itself. All I did was create a duplicate of the download page - add their name to the message at the top and save it with their name in the extension (DownloadForName.html)

I ended each message telling them that if they had any more problems or any questions about anything to just let me know. One person had a few questions and I answered them all.

Both times I was thanked by very happy customers - they seemed to be very impressed by the personal service I gave them. It just took a couple of minutes for me to put their name on an already existing page and upload it but it made them feel special.

I was also understanding with them because it's frustrating when something doesn't work right and you're thinking you may have been taken advantage of.

I was prepared to give them a full refund if they still wanted it but they had only asked for a refund because they had not received the download link so they were happy and I never had to refund anything.


Lynn

Lynn,

A great reminder to all Warriors that it doesn't hurt to make your customers feel they are something else rather than a $$ sign.

I'm not naive enough to think some people are going to try a scam. But I have found the percentage to be very low. I have had one dispute filed against me in the 7 months. This out of 100's of transactions.

What I found out is the problem was my fault. I had missed the PayPal notification of payment. His e-mails had ended up in the junk folder when he tried to contact me. So I compounded the problem in his view. You know what I agree with him. So I refunded immediately, learned my lesson and put the knowledge to work for me.

Sometimes it does make a lot of sense to go the extra mile.

Ken Leatherman
The Old Geezer

Scott -

My experience with PayPal is that if you
communicate with them and respond
promptly, you will not have problems -
I have never had a problem with PayPal
freezing funds and I've moved a lot of
money through them.

A dispute does not mean you must give
a refund - giving a refund automatically
resolves the dispute. However, more
often than not, disputes are filed by
scammers - they'd rather go to PayPal
than you. {not saying that's the case
here - I don't know - and of course some
disputes are legit - you learn to recognize
the difference after a while}

You handle your business as you see
fit - but know that PayPal will NOT
automatically ban your account because
someone files a dispute - and you are
NOT required to issue a refund. A
dispute enables both parties to work
out a compromise. If a compromise is
not reached, PayPal will make a ruling -
if they decide in customer's favor, they
get their money back and I think you'll
be hit with a chargeback fee just like
any merchant account.

In at least 65% of my dispute cases
that were not resolved with a refund,
PayPal has found in my favor - 65% is
probably low.

X

Chris,

Thanks for that extra clarification. It's nice to know what happens (or doesn't happen) if things were to go that far.


Lynn

paypal has protection for goods you can ship.

One problem with humans is that there is always a Judas in this business.
Even if you do solve the problem or not, there are those who are on the prawl with mind already crossed to purchase a product, download it and raise dispute and get refund. This is scam...

When you are doing Internet Marketing, you must have these set of people considered so you wont have much problem with your paypal account.

They go straight to raise dispute that they did not order such product and since paypal has zero protection for digital products, you will need to resolve this otherwise, your account could be frozen.

What you do here: Do not hessitate to make refund, send email to your client if there is an issue, make full refund, use the refund botton in your paypal account.

In case of your account being limited for such reasons, you should make sure you resolve it timely and it will be restored.

Henry