Helllo a have a quick question hopefully someone can help me in that. I started a new service with a monthly paypal subscription a few months ago. We offer a common 4 week refund guarantee. A user signed up at 4th April and used the service last time at 23th April (recorded in our logs) Paypal couldn't process his next monthly subscription 2 times. The third time works and I get his monthly fees through paypal. This was 3 days ago. Now a few days later he opened a dispute in paypal about that. "....indicating that they never received the item" thats his reason for open this dispute. What should I do best? He passed his trail period and we didn't received an email or contact message for a refund request or any kind of problems with his account. At my position I think I don't need to refund one of his payments. But what should I do to solve this problem and keep my money instead of refunding him with additional fees from paypal ? Thanks Uwe
I would suggest you state all the facts... sign up date, usage stats, last date of usage, etc. Then explain why the subscription was charged and make sure to point out that no request was made to terminate service. In the end, return the funds if they don't use the service... it's probably not worth the headaches and causing problems with your paypal account if things get too heated. my 2c.
How much is the amount for ? If it is just for a few dollars and fighting the issue would take up a lot of time and effort then I would say for the sake of good public relations to take the lesser of the two evils and refund the money. Of course, do states all the facts so that Paypal knows you are not in the wrong but you are just doing the right thing.
It is a subscription and not a tangible product. You are out of luck. You should have banned him or at least suspended him until the payment had gone through. There is nothing that you can do right now other than suspend him. You have not lost anything by the way. It was a subscription service and Paypal will side with the customer.
Contact PayPal with all the conditions, state them. As eddy said, dont ruin your reputation for few dollars..
ok thanks for the great information .... I decided not to refund the user. The subscription is only a couple bucks but principle is principle. He had the chance to cancel in the trail period and didn't do that! I keep you informed what's happen...