I desperately need advice from people who have had experience with fighting buyers' disputes over digital services. I've spent about a half hour searching through threads on here and was surprised that no thread has asked the same thing I'm about to ask. Let me tell you the story.
I'm a content provider. I write articles for people. I charge a good bit - $3.50 per 100 words. I want people to have high expectations of me, and I try my best to deliver on that.
One of my good clients recently placed an order for 20 articles, the total came to exactly $200. About a month and a half before that, he ordered $100 worth of content and he was happy with it. I used Dragon Naturally Speaking to write these so I can get them done quickly. I made a crucial mistake, though: I was using the speech recognition software on a new laptop, where it wasn't configured properly, and it produced very poor results. I proofread it as I skimmed it, but apparently I didn't catch all the errors.
Now, I always tell my clients that if they have any problems with my content, they need to let me know so I can make it right. Sounds like a reasonable promise at $3.50 per 100 words, right?
Anyways, this client was not happy about some typos that I didn't fix, and instead of asking for corrections he disputed BOTH THE $200 AND THE MONTH-AND-A-HALF-OLD $100 TRANSACTIONS. After inquiring about it and asking to cancel the dispute so I can fix the articles to make it right for him, he said he no longer wishes to work with me and will not cancel the dispute. I promised to fix the content as per our agreement, because all online services sales are final. The buyer said he wasn't interested.
I advised my client that digital services are not covered by Buyers Protection, and that I am being overly courteous by actually making an effort to fix this, instead of blatantly ignoring the dispute (since "significantly not as described" only covers physical products). He said he's done over $100k of business with PayPal this year, and that they will likely side with him because he hasn't had any chargeback problems with anyone else in the past 5 years.
Here's my question: the Buyer's Protection policy only covers physical goods - but so does the Seller's Protection policy. Whom will PayPal be more likely to side with, and what should I do to increase my chances of getting my money back?
Should I escalate this to a PayPal claim? I have a negative PayPal balance, and it's totally undeserved, because I'm making it up to a long-term client. I'm fine with no longer working with him after this, but for the time being, these $300 need to be back in my account.
Please help me!