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Winning PayPal Dispute/Claims (Digital Items)

Discussion in 'Social Networking Sites' started by lucadunning, Aug 10, 2014.

  1. lucadunning

    lucadunning Newbie

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    Okay,

    So I know there must be a fair few social media marketing vendors on this site through operate through PayPal, I need your help. Since PayPal have changed their rules to cover digital items, I have been finding it extremely hard to target customers who claim they didn't receive their Likes/Followers etc. and win the dispute/claim they have made; despite the order being completed in full.

    I have been refunding customers and loosing out on a lot of money since PayPal changed their T&C's to cover digital items. I've lost my patience however, and have had a customer open a claim on an order worth $380 (costing me over $150 to deliver). I refuse to loose out on any more money due to this change of service and dishonest customers.

    Can someone please, please guide me and give me advise on winning these disputes/claims for digital items regarding social media marketing!

    Thanks for all your feedback,

    Luca
     
  2. manishseth

    manishseth Junior Member

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    The only way is to tell your clients to pay from "paypal balance" & not through credit cards for such services. But this is not feasible so look for other options.
     
    • Thanks Thanks x 1
  3. lucadunning

    lucadunning Newbie

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    I just need to win the claim, this is irrelevant.
     
  4. manishseth

    manishseth Junior Member

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    I think you ignored my asnwer.

    if the client pay with credit card you will lose the dispute every time because paypal will go with the CC company.

    if the client pays through paypal balance you can then very easily say to paypal that this was a digital goods & you win almost every time.

    The problem is you can't prove to anyone that you provided the promised social media products like followers, likes etc.
     
  5. socialmediapro

    socialmediapro Jr. VIP Jr. VIP UnGagged Attendee

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    Exactly. Once someone doesn't pay directly out of their paypal balance you are fucked. Cause paypal will never go against the big Credit Card companies. Paypal is the slave of Visa, MasterCard etc. so they will just refund the money to the buyer.
     
  6. SharkServers

    SharkServers Regular Member

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    It's you who didn't get it - PayPal recently changed their terms and their protection now covers digital purchases.
    It does not matter how you pay with - we've had been dealing with a couple of CC chargebacks (people paid with card via PayPal) and we've won, so it means that PP does not always side with the card processing companies.

     
  7. Aluminium

    Aluminium Jr. VIP Jr. VIP Premium Member

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    Keep a log of every single conversation you have with the client, make sure that you have evidence of them confirming that your order was recieved/up to standards so there's no questioning the legitimacy of the payment.

    From there you can probably build a pretty convicing case for yourself, shouldn't be too hard.
     
  8. lucadunning

    lucadunning Newbie

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    It doesn't matter how they pay, you are missing the point. Thanks either way
     
  9. Tanckom

    Tanckom Power Member

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    Have you done before after pictures?
     
  10. manishseth

    manishseth Junior Member

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    I am unaware of any recent changes in paypal policy as i use Bitcoin & Western Union for most of my projects. But if there is new clause for digital goods then OP & other sellers can benefit from this immensely.

    It would be good if someone could provide a link to this change.

    Thanks
     
  11. sakis

    sakis Newbie

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    How are you able to get refund from paypal for digital products? I recently opened a claim for a faulty wordpress theme from envato and they said they couldnt refund cause of the policy they have for not refunding digital items.
     
  12. lucadunning

    lucadunning Newbie

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    They have changed their policy to cover digital items, however we are getting side tracked. I need a method or case to put to PayPal in order to win the claim...
     
  13. heartofgold

    heartofgold Regular Member

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    If you don't have proof you delivered, you lose. As someone else said, you should have taken a before picture and an after picture proving you delivered the followers.

    Also if you did deliver the followers, but Twitter ended up deleting the ones you provided you lose.
     
  14. Nelsonqualquercoisa

    Nelsonqualquercoisa Registered Member

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    simple... do not use paypal :p use 2co.
     
  15. Jouster

    Jouster Jr. VIP Jr. VIP

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    When someone opens a dispute against you, go into your paypal and escalate it to a claim, in the notes field type "this is a digital service and the buyer agreed to no refunds according to the terms and conditions located here www.yourdomain.com/your-terms.html" and include a screenshot of the customer order form showing where they ticked "I agree to the terms".......this is the best you can do......but try and sort it out directly with the customer first and remember this is the internet, a lot of assholes hide behind their screens and blatantly rip you off, it's part n parcel with selling online...
     
  16. phame

    phame Newbie

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    Paypal is tough to deal with. I would recommend using another payment method if at all possible. If you prefer to use paypal, as in all honesty it does make buyers more comfortable to buy things I would suggest the following:

    - As someone mentioned keep records of everything you have. Emails from clients etc. This can all be used to help your case.

    - A timely but useful method, Is to send an email to each customer after the digital product is delivered. Ask them to confirm receipt of the order. And ask them if everything is ok? And satisfactory. As an incentive promise them some kind of a small reward...Like 10% off next order etc if they reply your email "survey". Then keep records of all these emails and incase a dispute comes up this will be very useful in building your case.

    Hope that helps a bit. Ive been using the above method of contacting clients after they get there goods...and ask them to confirm everything was as described and they are satisfied with there order etc. It has helped me win 90% of all disputes i have had.

    If you think that the disputes are due to fraud (ie someone using a fake paypal account) You just have to screen your orders. And sometimes even contact the buyer and get them to send a signed letter, ID proof etc. This is also good evidence in case of a future claim if the buyer is in fact legit.