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The Paypal dispute policy is broken in my opinion. Admittedly we've only had a few disputes (in the region of ~10) but without failure the disputers ALWAYS get

The Paypal dispute policy is broken in my opinion. Admittedly we've only had a few disputes (in the region of ~10) but without failure the disputers ALWAYS gets their money back. The worst case we had was when one customer made a payment to us, and we got an email saying the payment was on hold whilst Paypal authorises and investigates this payment. A day or two later we got an email from Paypal saying their investigation is complete, and we can ship the item. We sent our software license off to the buyer and within a couple of hours they disputed it and won all their money back the next day. Paypal each time make us feel like there's nothing we can do, there's no dialogue, there's no acknowledgements, it's extremely frustrating sometimes.

dangrossman 15y ago
I've had the opposite experience. I also sell intangibles like software, and win virtually all disputes. The PayPal Buyer Protection Policy does not cover services and virtual goods. Simply escalating to a claim and writing "NON-TANGIBLE, SERVICES" in the tracking number box gets it closed in my favor 90% of the time when someone is lying to get the service or software for free. http://i.imgur.com/GEY70.png http://i.imgur.com/GEY70.png http://i.imgur.com/IQlA9.png http://i.imgur.com/IQlA9.png http://i.imgur.com/vHAsP.png http://i.imgur.com/vHAsP.png ...etc. More transparency and human interaction would be nice, but I don't think PayPal could do much better from a policy standpoint. They provide a platform to self-mediate disputes, and they provide a system to resolve some easy disputes over physical goods under policies that protect both sides. But beyond that, what could they do? There's no simple way for them to decide whether you scammed that buyer or they scammed you. If they don't give you the money, they take themselves out of the equation and it's up to you to resolve the dispute in small claims court, where it belongs -- in front of a judge, not a 3rd party's customer service team.

dangrossman 15y ago

I've had the opposite experience. I also sell intangibles like software, and win virtually all disputes. The PayPal Buyer Protection Policy does not cover services and virtual goods. Simply escalating to a claim and writing "NON-TANGIBLE, SERVICES" in the tracking number box gets it closed in my favor 90% of the time when someone is lying to get the service or software for free. http://i.imgur.com/GEY70.png http://i.imgur.com/GEY70.png http://i.imgur.com/IQlA9.png http://i.imgur.com/IQlA9.png http://i.imgur.com/vHAsP.png http://i.imgur.com/vHAsP.png ...etc. More transparency and human interaction would be nice, but I don't think PayPal could do much better from a policy standpoint. They provide a platform to self-mediate disputes, and they provide a system to resolve some easy disputes over physical goods under policies that protect both sides. But beyond that, what could they do? There's no simple way for them to decide whether you scammed that buyer or they scammed you. If they don't give you the money, they take themselves out of the equation and it's up to you to resolve the dispute in small claims court, where it belongs -- in front of a judge, not a 3rd party's customer service team.