I sell resumes on a website and I then deliver the resumes by email. 99% are happy but recently I've received 3 disputes because the buyers didn't find a job afterwards which isn't my responsibility. My paypal receipt says "Resume Service." I'm worried about getting banned/limited. The buyers already have their resumes in hand. I did the work. Do I cave in to keep my name clear or fight the good fight? In my opinion, this is a great way for someone to get something for free at my expense!! Thank you.
You need to keep good records. Also, do you have a website? This is a good way to keep track that your services are legit. Also email paypal and let them know the business you are running so they are aware of your service. Also ask for receipts when you send out the resumes and keep the emails of when you send them out as proof. If you do all this, you should not have any problems with losing a dispute.
I do have a website but there's no discussion about a job service. It's 100% a resume service. I guess my gripe is not about the money but about people not appreciating the hard work that goes into designing a beautiful resume that gets the job done. Once it's delivered, my fear is the buyers can say any manner of excuse and I worry PP will side with the underdog. It's difficult to prove the buyer received the document and approved it.
You can not please every customer all the time. You need to keep detailed emails. The email you send the resume and also get a receipt back approving the resume. I am not sure what you approval policy is but I would put a clause on your website and also in the email you send the resume that if you do not hear a reply with in 24 hours, this means the buyer approves and accepts the finsihed product. There is not much else you can do.
I'm curious about PP's decision making process. I currently have 3 open disputes which is really out of the ordinary. I had one early in my business life but was so scared, I refunded on arrival so as not to rock the boat. Now I'm a little more feisty so I don't want to get screwed but not too informed on when PP might get fed up or suspicious of my actions over these complaints. If PP limits me, my business is F$#$%ED.
In my personal opinion, as long as your website clearly states that your just making the resume's than your fine. I mean they cannot take legal action or anything, as your doing your job. and by the way, its 3 people, how are they going to spread the word that your site is bad. It cannot be done!
I don't think you have much to worry about if you follow the other users' advice. Keep good records and clearly state your services on your website. I will add more to that: clearly state your refund policy on your website. Ex: We will refund for: blah blah blah. We will not refund for: blah blah blah. Always put a clause in there like, "within reason". Another thing keep copies of every single resume you send and receive. You want a copy of the original and you want a copy of the final draft. If there is a dispute, you should be able to email paypal this information to protect yourself. Also once this stuff is in place, I would email or call Paypal and have them look at your website and see if there is anything you could do to improve your website, to protect yourself from 99.9% of the disputes. The other .1% you can just refund, because you can't keep everyone happy all of the time. But when it comes down to it, paypal is not clickbank. You have less to worry about with disputes when dealing with paypal than when dealing with clickbank. Clickbank refunds are almost automatic for the buyer. Paypal it is not as easy due to their dispute process. So just follow the advice given and you should be fine.
I had 2 incidences one where one client claimed that his paypal account was hacked into and the other where the person's who's credit card was used did not authorize it. I felt scammed I sell a virtual product which was emailed and downloaded right away. Paypal held the funds and reversed it. I felt it wasn't fair because the hacker also hacked into his email to ???? I don't understand I complained and asked paypal to devise some kind of protection for virtual products...
Thank you for all your replies. Keep them coming!! I can relate to Orion because my product/service is also virtual or an intangible. I've been in the recruiting business for 15 years and my experiences with the unemployed are always the same. If they don't get the job after the interview, they freak out at the recruiter. If they don't get the job or interview after receiving a new resume, they freak out. These whiners shouldn't blame me ALL the time!! I'm not the employer and I my hands are tied in most cases. <rant off> lol! I was happy today because PP closed the case of one of the "whiners." The comment used was "deferred" which I don't quite understand but at least that's over. I tell each customer that I will gladly revise their resume free until they are 100% satisfied so how can they go whining to PP unless their goal is to get a freebie?! You guys have been so helpful. Could you please suggest points to hit in a letter to write to PP explaining what my services are and why these disputed charges should be tossed out now and in the future? I know I don't have much seller protection as I send my finished product by email but anything is worth a try me thinks. I have 3 open cases now claiming the resume wasn't received which is BS because I have sent them the resumes via email. It just makes me want to scream that even though I labor over their resumes, these jerks complain anyway and try to get refunds. I don't care about the money but I'm not sleeping well expecting PP to limit my account any day now. Any help is much appreciated. Free resume to whomever helps the most. Cheers.
Refund their money. Why? It's just three people. Are you willing to let your paypal account go limited to prove a point? Look you're wasting your time on them now. Time is money. Refund their money, and get them out of your way. End of story. They haven't closed it. They're just going to wait until they make a ruling(When, I don't know). Do you think you can actually satisfy them? There two types of complainers, people that have a valid complaint, and those that are dicks. Do you really want to do business with dicks? All they do, is eat up your time(and time is money).
It is the case of good customer, bad customer. Let's say you were able to sell a widget to a customer in 1 hour, that cost $100. Let's say you worked at this 10 hours per day. That is a maximum of $1000 per day. Now let's say you have a customer that complains and eats 3 hours per day dealing with that complaint. In the end they just get a refund anyway. You just lost $300 for that day. Keep at it multiple days, and you could see how much better it would be to take a loss on the $100 widget and just give their money back and be done with them.