How do you guys handle Paypal customers ?

[DabDab]

How do you handle Paypal Customers. Paypal has a very worst Dispute system Item Not received and Item Mismatch. That always go against sellers. For digital products many buyers claim (False after getting products) they didn't receive item . When they claim, Paypal HOLD that amount, without proper verification. Sometimes Paypal chargeback upon Seller. I have seen Paypal Customer Care always talks in favor of buyers. Many times paypal made-Negative balance yet a website had proper Terms and conditions and Digital products Non Return policy. Day by day Paypal sytem is becoming worst. So, I would like to know the actual procedure to handle Paypal customers.
I know this is a off topic and not related to HISE directly yet I need to ask here because here all of you are professionals and use Paypal.

[A Former User]

@dabdab I'm approaching 2000 sales on my store and have never had a backcharge, I'm not sure how big of an issue it is for the smaller developers (not charging $499 for a library).

That being said I assume the best thing you can do is make sure you have a small amount of money for an emergency fund just in case someone tries to pull a fast one, then dispute it as best you can, but not let it get to you or demotivate you.

If it happens to me, I'll just consider that person a pirate and get on with my day :)

[orange]

@dabdab said in How do you guys handle Paypal customers ?:

How do you handle Paypal Customers. Paypal has a very worst Dispute system Item Not received and Item Mismatch. That always go against sellers.

I think this is not that bad, it's what it's supposed to be. I'm just making emphaty with the customers, because if you don't get an item after the purchase, you'll be angry too. Besides, not only on PayPal, I am also using Stripe, and it's the same too. Because I think this system is a part of the Consumer Rights Law.

Day by day Paypal sytem is becoming worst. So, I would like to know the actual procedure to handle Paypal customers.

Not actually, I think it's getting better and much more secure for on both customers and seller sights.

For digital products many buyers claim (False after getting products) they didn't receive item .

I can say that, you can see a real pirate customer 1/1000 or much more less possibility. If you see frequently, than it's not about PayPal, it's about your system.

I remember that you were mentioning that the your website's woocommerce makes the payments on HOLD status. I think this is related to that issue. If your web store stucks on HOLD status, of course the customer won't get the product and then will report as dispute.

But generally, if you see a dispute report, you can first contact to the customer with email that declaring that you've already sent the item and ask to remove the dispute report on PayPal. If the customer still doesn't remove the report, then you can send the proofs that you've already sent the item to the customer (if the item is downloaded, it will appear in the order, you can send this information too) to the PayPal.

If you get a Mismatch Item report, then you can send the proof of the product specifications and system requirments are already on the product page. But again, firstly try to contact to the customer.

[DabDab]

@orange Thank you.
One more problem happens, when a user purchases a product twice. And ask for refund. But problem begins when he HOLD the payment and keep asking for refund without ending the dispute.

[Matt_SF]

@dabdab if you're using WooCommerce you have options to deliver the product only when the payment is processed and to set a product to be added only once in the cart.

[d.healey]

Don't let the same customer purchase the same product twice

[ustk]

@d-healey But some might want more than one license, isn't it? I know it's rare but...

[orange]

@ustk said in How do you guys handle Paypal customers ?:

@d-healey But some might want more than one license, isn't it? I know it's rare but...

Yes of course, it depends on your product licensing system. For example if you bring a product license activation limitation; let's say max. 3 computers for each product license.

So if a user wants to install the plugin on the 4th computer, then the user needs to get another license.

[Dan Korneff]

I've had a handful of paypal/stripe disputes over the past couple years, which the customer always wins. Not really a big deal here. I'll gladly refund their money, then revoke the license from iLok.

[Lindon]

@dustbro said in How do you guys handle Paypal customers ?:

I've had a handful of paypal/stripe disputes over the past couple years, which the customer always wins. Not really a big deal here. I'll gladly refund their money, then revoke the license from iLok.

iLok? You are using iLok in HISE... brave man.