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I need some advice/help - Digital goods and paypal

Discussion in 'BlackHat Lounge' started by Hawkster, Oct 18, 2014.

  1. Hawkster

    Hawkster Jr. VIP Jr. VIP

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    About a week ago i bought an arcade theme package ($35) + Installation service ($25)

    After paying, i got access to the support forum, and was mortified at the lack of support, the newest topic on there is like 5 months old. Most of the topics on there got no response.

    Actually before i checked out the support forum the alarm bells started ringing after i was getting no replies to my emails about the installation service. It was because of this that i went sniffing around the forum. I set up a test site and installed the theme package according to instructions, (which are outdated). After setting it up i was getting a bunch of string errors showing up on the front end of the site and even the backend which was weird. I checked the support forum sure enough there was people with this problem and not getting any support to fix it.

    I entered some of the string errors in google search and hit enter, and a shit load of arcade sites popped up in search, each one with errors all over the place.

    So i thought fuck it, i want a refund, no way was i gunna be using the package and plug in now. So opened a paypal dispute requesting refund. Then all of a sudden they sent me an email (today) saying they're ready to do the installation etc. Obviously i told the guy i no longer want the service or the theme/plug in. To which he responded saying hes sorry to hear that i no longer want the service/product and that he would give me refund for installation service, but not for the theme/plug in as its a digital product.

    Can he really stop me from getting a refund because its a digital product? A product that doesn't work and has had no updates or support for months. Seems crazy that he can sell something like that and get away with it. Anyone got any genuine advice for me?

    Its a real shame because i really liked the look of the theme. Everything seemed perfect and professional until i parted with my money.
     
  2. Spuffed

    Spuffed Power Member

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    Well the fact is, you could get a refund but what's to stop you from using that product regardless?

    I know you might say it's unusable but you gotta see his point too.
     
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  3. Asif WILSON Khan

    Asif WILSON Khan Executive VIP Premium Member

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    He can't stop you getting the refund, state everything you posted above to PP and I am sure they will decide in your favour.
    Just state that the digital product was not fit for purpose and does not work.
     
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  4. Hawkster

    Hawkster Jr. VIP Jr. VIP

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    I would gladly accept it if the product worked, but fact is it doesn't, both i and him know this. I can promise you im not in the game of scamming people and never will be. It simply doesn't work, i was going to name the company/site to see if others here have had any problems which im sure they have, but i refrained from doing that because i dont want to hurt their reputation, which to be frank is probably ruined by now anyway.

    Thanks man, your right surely they will see im being genuine, i actually went back to the support forum to take some screen shots to help my case but they have removed my access lol Typical. Normally i would let something like this go and forget about it, but money is tight and with christmas coming up i need to not waste anything

     
  5. Asif WILSON Khan

    Asif WILSON Khan Executive VIP Premium Member

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    Explain that you purchased a package, installation+theme and that the refund should be for both.
    https://www.paypal.com/ph/webapps/mpp/ua/useragreement-full#7
     
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  6. Hawkster

    Hawkster Jr. VIP Jr. VIP

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  7. Masterptc

    Masterptc Regular Member

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    So maybe they have a fix involving the installation, they did offer to install it and seems like you are in contact with them now so whats the problem, or you just dont want it anymore?
     
  8. Hawkster

    Hawkster Jr. VIP Jr. VIP

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    Something i forgot to mention, there are people on the support forum who used the installation months back, then obviously at some point something went wrong, from what i could see none of them were given any proper support to fix their issue, like i said when i googled the error alot of arcade sites came up in search results, and every one had the same errors. Why would i want them to do the installation when their are countless others who seem to have had no support. If they do have a fix they are doing their best to hide it. Because there is no mention of any fix on their support forum.

    there was a topic 11/12 months ago made by someone who was having the same problem, they replied by saying there will be a fix in the next update, by the look of it no fix/update ever came

     
  9. bizzmill

    bizzmill Junior Member

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    I don't know whether it will be possible to get a refund with paypal because I recently got a dispute from someone who wanted a refund for a product he'd bought from me. the dispute went in my favor.

    this was paypals response:

    "We are denying your buyer's claim because the item you sold was virtual,
    digital, or intangible, which is not covered under PayPal Purchase
    Protection. We only cover claims involving physical items that can be
    shipped and tracked."

    in my case there was no problem with the product ...the buyer wanted to play rough in order to keep both the product and the money
     
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  10. Hawkster

    Hawkster Jr. VIP Jr. VIP

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    Well im glad paypal judged in your favor buddy. The guy was trying to scam you so fuck him. However i am not trying to scam anyone in this case.

    If paypal dont cover buyers when it comes to digital goods why do they allow sellers to use their service to sell digital goods.


     
  11. Spuffed

    Spuffed Power Member

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    Trust me man! I'm on your side haha... and I believe that they've provided an outdated theme. If you dispute you will most likely get your money back (buyer protection), but also provide screenshots of their forums to help your case.
     
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  12. Repulsor

    Repulsor Power Member

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    For intangible goods, Paypal usually prefers the seller. If they play it nice in the dispute, Paypal will favour them. I have been doing it when clients try to get my products for free. Paypal always favored me.
     
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  13. Hawkster

    Hawkster Jr. VIP Jr. VIP

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    Update.

    Well i escalated my claim and instantly paypal ruled in my favor. In this case i believe they ruled in my favor simply because the seller never once said anything in his defense in the paypal dispute comments.

    Thanks for all the replies guys.
     
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