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My experience mightn't be typical but I recently had a dispute on Stripe that went a lot smoother. A customer disputed 3 monthly subscription transactions. Afte
by hnick 7y ago
My experience mightn't be typical but I recently had a dispute on Stripe that went a lot smoother. A customer disputed 3 monthly subscription transactions. After providing evidence it was resolved in our favour within a week.
I had low hopes because the server logs were long gone (over 90 days). However I had logs from our email provider showing reads and clicks from our emails so I sent a screenshot of that. I said Wordpress said they logged in once when they bought it and never again (of course, anyone could say that). I said their account email matched their Stripe email which had their name in it, and their IP matches where the billing address is so it seems to be a real person. I also said they'd never responded to any emails sent to them from us to resolve this.
Despite being nearly certain this was just a change-of-mind chargeback I didn't have high hopes because that's a lot of conjecture rather than evidence but it worked out.
We also had an early fraud warning giving us notice to refund and avoid the chargeback fee. I chose not to because it looked legitimate to me which was probably a mistake despite how it worked out.
We also use Paypal. My major issue is their internal dev team/processes seem broken. We got stuck in a 'verify your identity' loop for months. The business support person was great, patient and understanding. But no one could fix it. We'd pass the check then overnight it would revert and block transactions, sometimes multiple times a day. We setup a second payment processor as we should've much earlier. Eventually it was fixed without explanation or notice. Braintree is probably a lot better on this front but having the Paypal logo more prominently displayed has a lot of value for some customers who don't like the unfamiliar.
- nickjj 7y agoAll of what you provided as proof was what I submit too. I've won 100% of the disputes where it was pretty clear the person wanted to just grab the content for free and then do a charge back. The problem is Stripe not blocking the real fraudulent transactions where a bad actor stole someones credit card and signed up with that. These are the ones where I've lost 100% of the time (for good reason since it was fraud). Stripe didn't prevent those from occurring where as PayPal has blocked every single fraudulent transaction before it took place and I didn't have to sign up for extra fees or lift a finger to get that protection. To my understanding (and I may be wrong) with Braintree the customer would still see PayPal's branding if they check out via PayPal. They would see something like this: https://articles.braintreepayments.com/img/developers/pay-with-paypal/new_vault_flow.png https://articles.braintreepayments.com/img/developers/pay-wi...
- hnick 7y agoI see, that's fair. I don't recall paying extra for Radar and I definitely received an early warning from them, but after the transaction went through. It's apparently included on standard Australian pricing but costs an extra $0.08 per transaction if you're on a negotiated rate. Good to know.
- m11a 7y agoCan I ask how do you win those? I've lost many of these via PayPal. Customer can claim goods not working all the way to "not my card, my kid bought it without my consent". I asked PayPal for their advice, and on that advice I keep email confirmation, IPs and timestamps of download, login, registration and payment IPs, billing address, etc. -- doesn't seem to help when I submit it all as evidence.
- nickjj 7y agoI'm not sure how it works with PayPal since I only had to do this for Stripe but: First I reach out to the person over email and kindly ask them why they disputed the charge with a number of things we can do as an alternative. If they don't reply within a few days then I contest the dispute with piles of evidence that the user indeed signed up to my platform and downloaded / consumed the content.
- hnick 7y agoPaypal is notoriously customer biased. I have won these but usually because I reached out to the customer and talked it through. Either they didn't recognise or forgot the charge (couples who share accounts sometimes do this, they don't always communicate well so one disputes the others' purchases) or just want a plain old refund and thought clicking the Paypal button was easier than email. Once I explain that I can simply refund them and it's quicker and easier, but they have to withdraw the dispute, it should happen. If they actually stick to their story or go dark? I don't think I've heard many stories of Paypal siding with the business especially for digital goods.