Paypal dispute

Hi,

Maybe the best thing to do would be to lodge a support ticket with paypal, these guys are pretty fast at replying and that way you will ensure you are covering your back.

ps.
Under "Merchant Services" there is also instructions for "refunding" step by step.


Aaron Riddell

If you think that he is a serial refunder and you didn't have a "Money Back Guarantee" on your page, then...

Well, paypal doesn't offer refunds for digital items. So , where the dispute is, write that is a DIGITAL ITEM, in the message, and also, click on "provide proof of shipping" and write again that is a digital item.

Paypal will close the dispute in your favor. The buyers aren't protected when they purchase digital items.

But if you had on your sale letter, a "Money Back Guarantee" , it's not ethical to not refund him. If you said that on the sale letter,is better to offer the refunds.

And you can refund the person, when you go to the dispute, you'll see that you can refund him from there.

LOL What an asshole. Buys three products and then thinks he can just file a chargeback to get a refund. I'd fight that one till the end of time. Make sure PayPal knows its a digital item. They should close in your favor.

It's a digital product. Paypal doesn't offer buyer protection for intangible items. Call Paypal to let them know and you'll win the case

Select this option:

- I can provide evidence other than proof of shipment.

and write in a message like:

"Intangible item that was delivered digitally"

you will win the case.

paypal drive me nuts they seem to limit your account every 10 minutes! really jars me!

Write to paypal that the product is a digital product. There are those who will have this "tendency" to ask for a refund by filing a chargeback to your account. I have a friend who experiences that style of trying to annoy or just those who wants to make your business encounters some problems. I don't know what their intentions but my friend has already sent the item and doesn't even have the intention of returning the item. They just filed a chargeback to my friend for the reason that their account was hacked by other people. The payer's name was not the same name as what his client told him. Just inform paypal regarding about the product and you don't have to pay that chargeback since paypal is already putting it on hold.

Similar issue here: a guy opened a claim saying he didn't buy it with his CC but when tracing back buyer IP, download IP and buyer name/email, all goes back to a IM company in San Diego, California. How funny is that?

Hope you get your problem solved fast, let us know how it goes.

Keep in mind that a CHARGEBACK is different than a DISPUTE.

Disputes are decided by Paypal, chargebacks are decided by the card issuer. It's best to provide all supporting evidence you can.

Thanks for the replies.

Just to clarify:

I'm NOT concerned with the money. If the guy is a serial refunder, so be it. I don't want him as a customer.

What I AM concerned with is Paypal thinking that I'm some kind of "bad guy."

I don't want to jeopardize my account.

And I don't want to have to pay extra money on top of this like redicelander:

By the way, I do offer a 2 month guarantee. As I said, I would refund the customer but the option isn't there.

I've had a few of these guys in the past and it's really annoying because all it would have taken was an email to get their money back as there's no point arguing a serial refunder. Just respond to the dispute, share the receipt with them and forward a copy of any email that went from your accounts and you will win, or at least I always seem to (they would have got more by just asking!). If you work in multiple currencies you sometimes end up losing out on the currency exchange whilst Paypal hold your money which is also annoying!

Digital Item? Grant the refund, forget about it and move on. Then get a real merchant account and only use Paypal when absolutely necessary.

I like using membership sites so at least I can delete them from the database and deny them future access.

This is what I do; (and I've never lost a PayPal dispute nor had to pay for a Chargeback).

I wrote a post on this forum about setting up your "refund policy" IN PayPal; you can click the link above.

You want to include language that says something to the effect of, "Digital goods are considered Intellectual Property and once Customer has taken possession of the digital good(s), a refund request will no longer be valid." Its basically the same mentality (as I see it) used by car dealerships that allows a brand new card to depreciate 1,000's of dollars just by you driving it off the lot.

Anyway, you'll want to MIRROR that statement in your TOS on your site. Yes, you NEED to have a TOS on your site ALWAYS.

You also want to TRACK
* all transactions initiated - do this by popping the IP into the 'custom' field in your PP button; this also allows you (or your programmer) to cross reference via the IPN

* all digital downloads - use your own shoppingcart system or a 3rd party; again track IPs so you can cross reference

This way; your a$$ is covered. You can show the IP that initiated the transaction all the way through the transaction process via PayPal's IPN feature (one of their oldest, btw). Then show the actual time and date they "took possession" of the digital good(s).

POP that into into a PDF; takes about 15min once you're all set up; and push it off to PayPal. Done deal; dispute won.

BTW, "taking responsibility for the liability..."; means "Yeah, I'll refund them AND pay the fee you're gonna charge me." Doesn't need to happen if you're prepared

HTH
PLP,
tecHead

It sure does matter whether you offer a money back guarantee...at least it should matter to you. Don't offer one if you don't intend to make refunds. Also, make sure what you are delivering is what you are selling. I don't think you should offer any guarantee's with digital products, especially on the Warrior Forum. People sell stuff so cheaply you aren't out much if it is only $10, on the other hand, 99% of the time you are getting a quality product at a ridiculously low price.

I'm dealing with a chargeback at the mo...my very first...wish I'd seen tecHead's thread first!!

Anyway...a lot of people confuse a PayPal dispute with a chargeback.

A chargeback is decided by the credit card company and, if lost, generally results in the merchant having to pay a fee above and beyond that of the original transaction (often double).

The PayPal dispute process does not cover non tangible goods which is why I believe most people who want a refund go along the chargeback route.

You have to let us know about your terms and regulation on purchasing your product. Having refunds is really a pain on the head. There are really customers who often do that.