Hey all,
Would love some actionable advice on this. So, we process thousands of transactions per year with Paypal as our merchant account/payment processor.
Unfortunately, 1 out of very 6,000 or 7,000 transactions we'll receive notice that a buyer has disputed their purchase with their credit card company. It's always a punch in the gut because we have digital proof that the buyer has both received and used the product.
This happened one other time about 7 months ago and I showed proof again in that situation. A couple weeks later we received word that Paypal sided with the buyer. For the life of me I couldn't figure out why as we had provided proof.
Anyway, fast forward 7 months later. So, this morning and I wake up and see another one of these chargebacks for a new account and go through the same routine as last time. Showing proof, detailing transactions, correspondence with buyer etc.
I go through Paypal's fine print and see they have this listed….
Seller Protection
"Items Not Covered
Items that don't match your description, intangible items like services or digital goods, items that violate our or eBay's policies, and items you sell or deliver in person. All are not covered."
Does anybody have suggestions for how to combat this for the future? We sell digital goods so it looks like we will just automatically lose in this situation which seems very unfair. It doesn't happen that often but none the less I don't like being scammed by buyers. Plus, I have to pay an additional fee every time a buyer requests a chargeback.
Would love some actionable advice on this. So, we process thousands of transactions per year with Paypal as our merchant account/payment processor.
Unfortunately, 1 out of very 6,000 or 7,000 transactions we'll receive notice that a buyer has disputed their purchase with their credit card company. It's always a punch in the gut because we have digital proof that the buyer has both received and used the product.
This happened one other time about 7 months ago and I showed proof again in that situation. A couple weeks later we received word that Paypal sided with the buyer. For the life of me I couldn't figure out why as we had provided proof.
Anyway, fast forward 7 months later. So, this morning and I wake up and see another one of these chargebacks for a new account and go through the same routine as last time. Showing proof, detailing transactions, correspondence with buyer etc.
I go through Paypal's fine print and see they have this listed….
Seller Protection
"Items Not Covered
Items that don't match your description, intangible items like services or digital goods, items that violate our or eBay's policies, and items you sell or deliver in person. All are not covered."
Does anybody have suggestions for how to combat this for the future? We sell digital goods so it looks like we will just automatically lose in this situation which seems very unfair. It doesn't happen that often but none the less I don't like being scammed by buyers. Plus, I have to pay an additional fee every time a buyer requests a chargeback.
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