someone bought my Adsense ready Wordpress theme, http://www.webmastercrunch.com/default-sense-adsense-ready-wordpress-theme/ i have highlighted that it's non-refundable anyway, and then claim for refund due to the reason of unauthorised use of accounts, but from my admin download log, the buyer has downloaded my theme already, now the transaction was held, i have written the reason on Resolution Centre, how do you think? you know my product is a digital downloadable goods, but not an actual product, it's can refund since the buyer has downloaded the files, is it a scam? how can you help me to get my money back? how to deal with the buyer and Paypal via Resolution Centre?
if paypal account which was used to make payment was a hacked paypal account, then this payment will revert.
it depends on the money came from cc or paypal funds. if it came by his Paypal funds you may have a chance.
do you believe whether the paypal account was hacked? or the buyer just don't want to pay the money and claim for unauthorised use of accounts... @chandan123, i received email from Paypal, does it mean the money paid from bank/cc?
It seems that "unauthorized use" happens a lot in paypal. I also got similar experience months ago. At OP, it could be scam, who knows. The buyer just wanted your theme for free.
depends on country. some countries allowed to attach bank in pp for payment , some cc in both case if it is unathorized u cant get money.
it's quite unfair if the buyer is a scamer. he can buy anything with cc and claim for refund after download. how paypal to protect our seller in this case?
I've been into a similar situation in the past, someone hacked someone's Paypal, bought my downloadable product then end up with a freeze account. If it's not to much of you, just give the money back and move on. Paypal is always on the buyer side, in case you forgot.
i have the buyer's IP address and sent to Paypal as an additional evidence, i know Paypal usually store user account's login ip. if this IP match the buyer's login history ip, then it can prove the buyer REALLY downloaded my files but not others, or the hacker. he/she should pay for the money finally. if you don't fight it out, you will be one of the victims by Paypal scamers one day.
Update for my case, Paypal emailed me today that the final decision is reverse the payment to the buyer. it's useless that Paypal can't protect our sellers. you may beware if you sell any downloadable goods online.
that still can be reversed if it used by unauthorized ( ie buyer may pay from other's pp account and origianl pp account holder can claim later )
write paypal and ask them to reopen the case. do not use the word "digital" good. use the word "intangible" good. make it clear that you are the seller that sold an intangible good to a buyer. that you have PROOF that the buyer received (send email correspondence that had your download link) your intangible and used it (show the download log proof). Next you are going to need to show any proof that shows the IP address. This would be email headers and your download log (if shows the ip). You want to show the IP since they said it was "unauthorized use" (if any of your IPs match the IP they used to log into paypal, then it proves it was not unauthorized). there is no buyer protection for intangible goods, so it will be an easy win if you can show that proof. the only reason why you didn't win the dispute before is probably since you did not explain the situation correctly to paypal, or the rep who checked the proof/messages, misread it. i have had that happen before, the rep read it in a way that i was the buyer instead of the seller....they told me i lost the dispute because the item is intangible and there is no buyer protection on intangible goods. I wrote them and said, no no, I am not the buyer, I am the SELLER and yes the good was intangible. They reversed their decision. Another time it took 3 times trying to explain to them what happened. You have 90 days to reopen the dispute, follow my steps and you should be ok. and remember, use the word "intangible" not "digital"
Paypal has made the decision and close the case, is it possible to reverse it? before i contacted them about the decision, and then they responded to me below.