How can I fight this?

Werfella · #1 04-28-2009

I sold a digital item to someone last week and they paid me using PayPal, and selected payment for 'services'. I hop on recently and discover there's a dispute for the transaction, and PayPal has put the funds on hold (leaving my account in the red). This is a non-receipt dispute.

I didn't know a buyer could dispute this type of transaction, but now that I know, what advice do you guys have? I can't really prove I've sent anything. I've contacted the buyer, but no response. Any suggestions?

lakeman · #2 04-28-2009

Did the buyer supply their address when they sent payment? If they did, I'd quickly send an envelope with tracking. :D

Werfella · #3 04-28-2009

no, unfortunately they had no address on file.

lakeman · #4 04-28-2009

Hmm, Maybe say you are waiting for the buyers mailing address. lol I'm not sure what else you could do.

ebaykilla · #5 04-28-2009

have they escalated the dispute yet? or is it in the "discussion mode" before escalation? talk to the buyer and find out the issue. if it is services with no address how can anything be tracked anyway?

Werfella · #6 04-28-2009

This is a dispute, but we're still in the communicating phase. I was wondering the same thing killa, how can a buyer dispute a non-receipt when they paid for services from a PayPal account with no address?
I figured PayPal will find some reason to side with the buyer, so I'm doing what I can to prevent it from escalating to a claim.

Lyda · #7 04-28-2009

PayPal is supposed to have the address, how could they open this buyer account with no address? I'd get on PayPal...

lakeman · #8 04-28-2009

Lyda, when you send a payment for a service, paypal allows you to attach your address or send the payment without it. Werfella is saying this buyer didnt send their address with payment.

GreenBean · #9 04-28-2009

There can be no postal address on a services transaction. Yes, it is there on file but does not 'show'

A serivces dispute is a big worry.

BooMer · #10 04-28-2009

Quote:

Originally Posted by Werfella

I sold a digital item to someone last week and they paid me using PayPal, and selected payment for 'services'. I hop on recently and discover there's a dispute for the transaction, and PayPal has put the funds on hold (leaving my account in the red). This is a non-receipt dispute.

I didn't know a buyer could dispute this type of transaction, but now that I know, what advice do you guys have? I can't really prove I've sent anything. I've contacted the buyer, but no response. Any suggestions?

Since it was "DIGITAL ITEM" did you send it via email? It may be in the buyers SPAM FOLDER. Contact the Buyer and tell him to check his email Spam Folder and settings to allow file attachment emails. They may never of gotten the email because some email accounts will automatically delete certain files without the buyer ever looking at it. Or just resend it to them.

BooMer

lakeman · #11 04-28-2009

You can add an address for a service payment. You click change next to where it says address.

Quote:

Originally Posted by GreenBean

There can be no postal address on a services transaction. Yes, it is there on file but does not 'show'

A serivces dispute is a big worry.

GreenBean · #12 04-28-2009

Yeah, I know that. Just it is often overlooked.

ebaykilla · #13 04-28-2009

Quote:

Originally Posted by Werfella

This is a dispute, but we're still in the communicating phase. I was wondering the same thing killa, how can a buyer dispute a non-receipt when they paid for services from a PayPal account with no address?
I figured PayPal will find some reason to side with the buyer, so I'm doing what I can to prevent it from escalating to a claim.

contact the buyer and work it out. maybe it is a communication issue between you two.

GreenBean · #14 04-28-2009

^^^For sure. Get their details from ebay & think of phoning as well. Be proactive to resolve this.

Werfella · #15 04-28-2009

I'm definitely trying my best to solve this problem with the buyer. They received the item, but just aren't happy with it. I thought that by using the service payment there will be less of a risk for me- turns out I was wrong. Buyers can still get the item AND their money. Looks like I'm going to have to refund this one sooner or later.

Any suggestions on how to handle these transactions in the future? Should I insist they show their address? Just don't wanna be stuck with another non-receipt dispute.

GreenBean · #16 04-28-2009

Have you thought of 'including' a disk of the item as well.

Tell buyers to give their address so they can get a copy to have if there are any future computer problems, etc etc etc.

Werfella · #17 04-29-2009

^^
Good thought. Would it be wise to ask for a verified address on the account? I don't want to be too picky - might scare off some buyers.

#18 04-29-2009

If you attach certain file types (exe) to a recipient via gmail (your end or theirs), gmail will block the attachment. If it is blocked from your end, gmail will let you know. Other mail services may be the same. If it isn't in the SPAM box, it may have been nuked by the mail-bot.

yaw1800 · #19 04-29-2009

My honest opinion, the buyer probably knew that s/he might win this type of transaction, went ahead and bought the item, then filed a dispute in hopes that s/he can get their money and keep the item.. if its digital i'd just say (if s/he escalates) refund them.. You're not really losing anything..

Werfella · #20 04-29-2009

Update: The buyer was ultimately unsatisfied with the product, although they knew exactly what they were buying. The digital item I sold was basically information, which meant is was useless to return, so we agreed on a partial refund.

So, is there a way to receive money thru PayPal without the risk of a payment reversal or dispute? I thought services would be safe, but nope.

ebaykilla · #21 04-30-2009

marked "goods" outside of ebay is a safe bet...the fine print from Paypal:

"We have received a complaint from a buyer who stated that merchandise you
sent them did not match your original description. The buyer is disputing
the quality of goods associated with the transaction detailed below.

As you may already be aware, PayPal's Buyer Complaint Policy applies only
to the shipment of goods and not to complaints about the attributes or
quality of goods received through an eBay transaction. Therefore, we will
not conduct an investigation into this matter at this time.

We do, however, reserve the right to begin an investigation within 180 days
if we determine it is necessary."

Werfella · #22 04-30-2009

I see what you're getting at. I've gotten an email like that before too. I guess I'll make sure they list their address, then send an envelope their way with a tracking #.