@DabDab Because selling Software doesnât involve the paper trails and delivery confirmations you get with selling physical goods, youâll want to collect as much information as possible to support 2 points:
- Your product is clearly and accurately described, as is your return policy (links to site/documentation, screenshots of the product, show that the refund process is reasonably accessible, etc)
- If the customer experienced an issue, they did not seek customer support/refund (this is where youâd show that they purchased and downloaded from a specific IP. If there was any communication to/from the customer, report it. If not, report that there was no communication)
If you have a demo version available for your plugin, consider logging IPs for those downloads. If you can connect that to the bad-faith purchase, that's evidence that the customer used the software before deciding to purchase it (which conflicts with the "not as described" claim)
If you donât have a demo version, consider offering one. Some people see a lack of demo as justification for acquiring the product illicitly (to "try it out"), and that can include filing a chargeback. Offering a demo also provides you with one more point of evidence that you are not misrepresenting/obscuring your productâs capabilities.
Time is a big factor in addressing these disputes, so itâs a good idea to have a template stating your case so you can submit your info quickly. For example, all of the info about your product will be the same across cases, so you can have that ready to copy and paste at a momentâs notice.
Also, itâs important to make it clear throughout the process that you have been and are still willing to issue a refund. Iâve had holds lifted in the past to allow me to return the payment myself.