resolving a paypal dispute

by hinner
8 replies
Hi guys,

I made a sale and this guy is disputing the sale, saying it isn't as described. I know this guy is lying for a fact as he is the owner of my main competing website. He simply wanted to take a look at the content of my ebook so he could incorporate it into his without paying. What is the best way to deal with this?

Thanks,
#dispute #paypal #resolving
  • Profile picture of the author granola
    Refund him, it's gonna happen.

    CharlesK
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  • Profile picture of the author Charles AK
    I would just refund and move on.

    But technically digital products like that are not covered by paypal's refund policy, and if he didn't contact you for support first then paypal might reconsider, make sure you tell paypal that it says in the rules that the refunder should contact the seller first.

    It also depends on what your refund policy was.
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  • Profile picture of the author sbucciarel
    Banned
    Respond to the dispute saying the product is a digital download and it was downloaded. Provide proof of download if you have that proof and see how Paypal handles it.
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    • Profile picture of the author kindsvater
      Originally Posted by sbucciarel View Post

      Respond to the dispute saying the product is a digital download and it was downloaded. Provide proof of download if you have that proof and see how Paypal handles it.
      The very first thing to say in responding to the dispute is it is fraudulent because (1) a digital download is not subject to the dispute process, and (2) the buyer is a competitor trying to harm you. Then provide proof buyer is a competitor.

      Since the claim is 'not as described' that is an admission buyer received the download and product receipt should not be an issue.

      I'm very confident PayPal will reject the dispute.

      .
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  • Profile picture of the author Will Edwards
    Originally Posted by hinner View Post

    Hi guys,

    I made a sale and this guy is disputing the sale, saying it isn't as described. I know this guy is lying for a fact as he is the owner of my main competing website. He simply wanted to take a look at the content of my ebook so he could incorporate it into his without paying. What is the best way to deal with this?

    Thanks,
    Firstly, you have to put your preconceptions to one side. You may be right and you may equally be wrong as to why the refund has been requested. The key is to treat the issue seriously.

    Ask the person in what way the product 'is not as described' then do your best to be objective about the reason. If he has a case, refund him and treat it as a lesson learned i.e. deal with the weakness in your sales page.

    If, after due consideration, you still feel he has no case, then send him a polite reply explaining how your product meets every claim you make on your sales page and ask for further clarification.

    If you continue in this manner, until you have done everything in your power to address the issue(s), Paypal will look favourably at your defense and this will give you the best chance of winning the dispute. However, as some people have said, sometimes, it is best to refund, ban the email address from your lists because you clearly do not want to deal with hima again (another lesson learned) and move on.

    Will
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  • Profile picture of the author Jeff Schuman
    Give him his money back and move on to finding new good paying customers. If your product is good you will have very few refunds. You will always have a few here or there. It is a fact of life when selling online using PayPal.
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  • Profile picture of the author rmolina88
    Refund him and immediately blacklist him from ever buying any of your future products and also remove him from your buyer's list.

    It's always irritating to deal with, but it's best to remove one thorn now than have it escalate into something worse.
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