Why Do Buyers Log a Paypal Dispute Without First Contacting?

30 replies
This happened to me recently, and peeved me off. One of the customers who had purchased my WSO logged a dispute with Paypal, 42 days after purchasing the product. He was outside the 30-day guarantee point, and as such, I would have refunded if he had the right grounds and had contacted me beforehand.

I just let the refund go through - didn't contest it, as I didn't really want to put a bulls-eye on my back (from Paypal perspective - they seem to have new found issues against IM sellers).

Could I have done something about this dispute? Should I have contested it?

Also, why is it that the buyers have to log a dispute without even contacting me first? Its stupid!
#buyers #contacting #dispute #log #paypal
  • Profile picture of the author Alexa Smith
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    Originally Posted by princecapri View Post

    why is it that the buyers have to log a dispute without even contacting me first? Its stupid!
    (i) Embarrassment
    (ii) Laziness
    (iii) Lack of understanding
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    • Profile picture of the author MP80
      Maybe to save face, or because it was outside of the stated refund period (I'm guessing)... Probably thought they would have a better chance with Paypal, and/or avoid a possible confrontation.

      I think you did the right thing, or rather, that's probably what I would have done too. I suppose the other thing that you could have done was to let paypal know that it was a digital product, and they would have refused the refund.
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  • Profile picture of the author princecapri
    Fair point both. And MP80, I am glad to know that I am not the only one who would have done what I did. It just seemed like too much headache trying to prove everything for a measly $17. Just wish the guy had the basic sense of emailing first.
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  • Profile picture of the author vivi62
    I would of thought it was because he was outside of the 30 days and thought he had a better chance with paypal of getting his money back.
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  • Profile picture of the author JasonGiorgini
    This can happen if a person feels like they have been taking for a ride. It usually doesn't take them 42 days to do so however, so I think in your case the person probably needed the money to pay a Hosting bill. I believe their minds go to, "Oh No!, how do I get my money back", and they just instinctively go to the dispute button. That ticks me off, because if anyone wants a refund for whatever reason, I'm willing to give it to them. I bank my policy on my faith in humankind, that there's more legit people than scammers that are only out to score a free product.
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    • Profile picture of the author princecapri
      Originally Posted by JasonGiorgini View Post

      This can happen if a person feels like they have been taking for a ride. It usually doesn't take them 42 days to do so however, so I think in your case the person probably needed the money to pay a Hosting bill. I believe their minds go to, "Oh No!, how do I get my money back", and they just instinctively go to the dispute button. That ticks me off, because if anyone wants a refund for whatever reason, I'm willing to give it to them. I bank my policy on my faith in humankind, that there's more legit people than scammers that are only out to score a free product.
      I actually wondered that maybe he was just refunding every WSO he had purchased to raise some money. Not sure really. But of course everyone has the right to ask for a refund, I just wish he had asked rather than snatched it.
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  • Profile picture of the author GodMode52
    Simply because they suck. Haters gonna hate & suckers gonna suck
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  • Profile picture of the author mosthost
    Of course you can win the dispute. He was wrong to open it. Intangible goods don't get buyer's protection.
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  • Profile picture of the author Daniel Faraday
    I would only file a PayPal Dispute without making contact first in a situation where I know for a fact I have been taken for a ride, and want to lock up those funds in that persons account PRIOR to them being able to send it out or withdraw it. As I said though, I would only do that in a situation where I know for a fact I am going to have a hard time getting in touch with the person first.
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  • Profile picture of the author AdwordsMogul
    It's because some people are not happy. So they think everybody is bad and attack.

    These people are passive-aggressive. They don't confront issues directly, and thrive on backstabbing and blaming people for their problems.

    They feel inferior and as such they seek to destroy everything that's shiny, happy, or getting laid.
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  • Profile picture of the author johnben1444
    The answer is simple:

    The buyer is just out to get a free product.

    That is why they hide under wolf skin to perpetrate hideous act.
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  • Profile picture of the author Christophe Young
    Also some people don't know any better. I usually contact them if they file a dispute and tell them I'll refund them and to drop the PP dispute. I recently had one file a chargeback without contacting me at all. Those are a pain in the ass.
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  • When we receive a refund request, we use it as a great opportunity to "build" a relationship with that customer as opposed to "ending" it with a quick refund and a goodbye.

    Depending on the situation, we will refund a product first without question, and from there try to do whatever it takes to ensure that the customer remains not just on "good terms" with us, but that the customer is "blown away" by the extreme professionalism and friendly customer service that we were able to provide even in a refund situation.

    We also try to find out what exactly the problem was, (only after we give the refund but never as a condition before they receive one) and from this we may gain some additional valuable information and feedback on our products or sales presentation.

    In exchange for all that, what we get in return is free advertising as they may spread the word about their "positive experience", and hopefully post something nice about us online to their family, friends, and possible new customers.

    Because as of this point, If you simply just leave it at a refund, but not knowing why, you may never know that the customer received a corrupted folder that told the customer "this folder is empty", and that they spent hours trying to open it.

    And you might have just left them to spread all kinds of bad stories about how they felt scammed, etc.

    Also understand that for some customers it may be their first internet purchase ever, and they may not operate in the ways that we would expect, so they may call the FBI instead of contacting you first. Others may simply choose to log a PayPal dispute so that it may be documented.

    Hope this helps.

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  • Profile picture of the author princecapri
    Haha

    This is silly.

    Seems someone peeked into this thread, bought one of my WSO in the signature, downloaded it twice and then reversed the payment within 2 minutes of the purchase.

    Really beggars belief as to how people can sometimes be very strange.
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    • Profile picture of the author cashp0wer
      I hate that this happened to you. I sold an item on eBay once and the buyer actually came back after the 30 days was up and filed a dispute that they didn't receive the item. Well, I had proof that they received it and faxed it off to PayPal and it was immediately taken care of. If I hadn't had proof I would have been out a lot of money. I don't know why people have to be so dishonest.
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  • Profile picture of the author saiidah
    I don't think you should get that pissed with the customer. You don't really know them so you can't really expect all of them to react the same.

    Personally I think the person is playing you. But don't let one bad egg ruin you
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  • Profile picture of the author GarrieWilson
    Could be any of the reasons stated above OR they simply didn't know how to contact you directly. Or maybe they did but the email was filtered and you didn't receive it.

    I always fight the complaints though.

    Garrie
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  • Profile picture of the author stingrays06
    Last person who filed a dispute with me without contacting first was trying to hide something. I escalated her dispute to a claim and told Paypal the REAL reason why she was filing...I had nothing to hide and I wasn't about to play games with her.
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  • Profile picture of the author Tadresources
    You absolutely did the right thing, considering Paypal's attitude. I'm guessing the guy knew he was being a douche by asking for a refund so far after the 30 day so he went through Paypal instead.
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    • Profile picture of the author Nick SEO
      It's happened to me. Many customers want to avoid a request refund situation with a company - especially if it is beyond stated return schedules. Paypal gives them a quiet (sneaky) way in. We have won many, if not most of these disputes - as long as you have good records and proof. I find Paypal pretty vendor-fair actually.
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  • Profile picture of the author thetrafficguy
    Many times ( really depends on the market though) if the person doesn't try to initiate anything then they never had the intention of being straight up. Sad but true.
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  • Profile picture of the author Brooke Milt
    He knew he was out of the 30 day mark and figured you would do exactly what you did, refund him to keep the waters calm. I find that buyers think they're the begin all end all of everything. Don't like that you don't answer them the minute they email, dispute. Don't like your "tone" even if you're being super friendly, dispute. Get a hair across their a$$, dispute. Bored, dispute. Buyer's remorse, dispute. Just want to scam you get their product and money, dispute. It's ridiculous really.
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  • Profile picture of the author HarrieB
    You dont have to cry and whine over who refunded it or not.

    Move On, sell 100 products more.. People will always be there to do such kinda ****!!!

    But this indeed triggers the alarm in Paypal often if you get a few refunds.

    I think U should ve tried to E-MAIL the person once to ask whats the issue??? Give him/her a few more goodies and I am sure he would nt have refunded it!!
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    • Profile picture of the author yesacpow
      I think the point the OP is trying to make is not about the refunding of the purchase but rather why the purchaser never contacted him and requested a refund instead of filing a paypal dispute.

      I find it quite annoying because a dispute should be the last resort if a seller doesn't want to refund. But when a persons files a dispute they make it seems as if you are doing something fishy or what not.


      Originally Posted by indigeniuous View Post

      You dont have to cry and whine over who refunded it or not.

      Move On, sell 100 products more.. People will always be there to do such kinda ****!!!

      But this indeed triggers the alarm in Paypal often if you get a few refunds.

      I think U should ve tried to E-MAIL the person once to ask whats the issue??? Give him/her a few more goodies and I am sure he would nt have refunded it!!
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      • Profile picture of the author princecapri
        Originally Posted by yesacpow View Post

        I think the point the OP is trying to make is not about the refunding of the purchase but rather why the purchaser never contacted him and requested a refund instead of filing a paypal dispute.

        I find it quite annoying because a dispute should be the last resort if a seller doesn't want to refund. But when a persons files a dispute they make it seems as if you are doing something fishy or what not.
        Yup, I don't mind refunds. If I have promised them, I am happy to stand by it. But I don't agree with the unethical practices that some buyers use. Fwiw, I have been commended on my support (I handle it all myself).
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  • Profile picture of the author Henry White
    Sadly, most people are nowhere near as savvy as they think they are, so I'm inclined to chalk up going to PayPal first for a refund is their natural instinct - they paid through PayPal, so they assume they'll get their refund through PayPal as well.
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  • Profile picture of the author Bruce NewMedia
    They are outside the refund period and feel this way is easier than contacting you directly and asking for a refund. I've seen this happen.
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  • Profile picture of the author flyviral
    Every now & then, you'll get some loser on PayPal who's just trying to get a free product.
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  • Profile picture of the author kindsvater
    Some view PayPal as their personal support site. Some don't know any better. Some are trying to scam you after the refund period - and it worked.

    I think you should have contested it.

    .
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  • Profile picture of the author Dann Vicker
    You should at least have contested that dispute. He'll now probably start requesting refunds on every product he has ever purchased from you because you've made it look so easy.
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