Hi, Not so long, few months ago I started to sell premium wordpress themes. I am using e-junkie as my merchant. Recently somebody bought my theme and contacted with me for a problem that he is having with Platinium SEO plugin. He accused me of designing a buggy theme since plugin works fine with all other wordpress themes. It was strange for me since I've never run in such a problem before and investigated the source of problem. Meanwhile, he was asking for a full refund and I told him for sure you will have full refund if my theme is buggy as you told. After a day of investigation, I couldn't find any problem with my theme, then I realized, that SEO theme doesn't work with magazine style wordpress themes. Obviously, when I use multiple loops on the main page, plugin is messing up the titles. I wrote him back and explained the situation, today he wrote me back and he continue to accuse me of designing a buggy theme and incase if I will not refund, he said to contact with his credit card issuer and to open a fraud on paypal. I got angry of being treated and wrote him back that I am ready to pay 50% of his fund but will never make a 100% refund since he has got a copy of theme, and lets be honest there is no way of taking back of that theme. So, the question is, my merchant is e-junkie, what happens if he proceeds with a dispute on paypal and contacts with his bank? Have never had any problem with any of my previous client and starting get frustrated of doing business with dummies
It sounds like the product did not work for the customer at all as he wanted. And there was nothing on your site warning him that the product wouldn't work for him from what I understand. So it appears to me that you owe him a refund of 100% of the purchase price, plus any fees that he may incur. The customer is always right. In this instance, the customer got no use from your product so the customer should not pay. If you have a good product you should be able to make plenty of money honestly from satisfied customers. Tom
TomR, The product is in digital format and unfortunately he can not give me my product back when I do a totaly 100% refund. I agree with you that the client is totally right, but my product is also clean and have no problem. He is the only one who has been telling that the product doesn't work as he wanted. Does it really my problem that his plugin does not work with customized loops? However, I considered to pay his money back, but that will be totally up to language that he is going to use in his next email.
He has gotten no use from your product so why should you keep any of his money, no matter his language in his next email? I would be pissed and swearing at you for stealing my money, I expect he is too. Tom
Well, this means that any scammer can buy online software and then, they can contact with the provider to say, that software does not work as they wanted and ask a full refund. But since the product is in digital format, after refund they still will have product and their money back.
Warn them that it won't work with magazine style wordpress themes and you won't have to make any of these refunds in the future. You do run higher risks by selling a digital product versus a physical product. Tom
What does happen if he complains to paypal, do they shut down your E-Junkie account or your paypal account or both.
I haven't had such a situation before but obviously the sum he paid will get blocked until the issue is fixed
Usually if someone files a complaint with PayPal regarding a digital product, PayPal reverses the payment. My personal opinion(and not necessarily E-Junkie's), as far as your situation is... well, if it was me, I would refund the money and add a note on your page as TomR suggested. It just makes more sense, and he'll be less likely to slam you on his blog or on message boards. Better yet, apologize, thank him for pointing this out, stating that you will be sure to note this issue on your site so you don't run into the same thing in the future, and also refund his money. Anyways, that's what I would do.
With PayPal you can do partial refunds. The above quoted post was the worst solution I have ever heard. "Let the scammer win" basically? Hell no.
Guys, one thing you are missing, There are thousands of plugin and it is not realistic to test a WP theme with all those plugins. The expected would be the plugin to be tested by the developers. I've contacted with the developer of that plugin to ask why it doesn't work with my theme, he said he has never tested it with magazine style themes. Are you still going to say that the client is right? Hell, just to get rid of this situation I told him to refund his money 100%. But I will never accept that he was right on his case.