I had a problem today. Where I realized my download link wasn't properly working. The buyer did a dispute with paypal, and so now they held my funds. The buyer said that the transaction was unauthorized. How should I resolve this to get my money back? I realized they did this, because the download link didn't work! and what should I do with paypal?
Yeah Windtalker is right. I'm hoping I can resolve this by sending an email to them with the download link. Meanwhile, paypal gives me 7 days to respond to them; and what should I say? []Issue the buyer a full refund. (If you have not yet shipped the item to the buyer, selecting this option will settle the claim.) []I can provide tracking information. (Because it can prove that the item was shipped to the account holder's address, this information can determine the validity of the claim.) []The buyer has already been refunded and I can provide proof of the previous refund. Definately not the first one, and if I try second one, I'll lose because I didn't mail anything physical yet. If I sent them a postcard for example, with the download link written on it, would that be enough to protect me from the complete reversal? (this is for future cases) norfstar, what do you think?
youd have to send an envelope that is atleast 0.25 inches thick (a packing peanut) via Priority Mail with delivery confirmation say bb to around $5
If you do this, does improve the chance of winning future chargebacks? And when you send this, I have never sent a piece of mail in my life before, so I don't know how it works, how many days would it take, and what is the "tracking number" they are talking about?
I just had the same case opened against me. I tried tracking information, Tracking number: Digital Download Product, shipping company: Other, Other: Digital Download eBook We'll see how it goes, damn paypal
Okay, if you say that your link is not working and the customer started a dispute, there is no big issue in refunding the customer his money. I mean he never got anything in the first place and you lose nothing. So since there is no exchange of goods, the money is typically still not yours. Just refund the money and apologize for the error.
^^^ ditto ^^^ fix the link and move on and if you get a lot of downloads in the future, expect a lot of charebacks. move on.
I had this before countless times...and I just issue a refund. PayPal reinstated my account immediately. No point worrying. You have other customers to worry about besides, PayPal might just freeze your funds that will mount to more loss than 1 refund. Just my 2c.
Well, in business, you do lose and gain something. At least with this experience, you know that your links are not working. Sometimes you lose a sale but you gain your reputation. If you fight this sale, it would not work well in your favor. Just use the dispute section to apologize to the customer. Grant him his refund and tell them that it was your mistake that the link was not working but you have resolved it. Perhaps you can offer him a small discount if he so decides to purchase from you again. At least that is what I would do.
You are right on. It's actually a good thing. Had sales been brisk and that happened, there might have been loads of chargebacks to worry about. I am OCD when it comes to links and double checking/triple checking. David
What are you using to sell with? $7 script? Your own coded pages? I may be able to offer a solution to your future worries... ECS Dave
In my history with PayPal, and I've processed over $50,000 worth of transactions via PayPal over the years, PayPal always resolved in favor of the buyer 100% of the time.
I had one of these the people are really nice to work with at paypal call them up and talk to them they will understand they are just trying to be safe for every one