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Is it possible that people paid for the book, and then some kind of technical issue prevented them from being able to download the book? I am also selling digit

Is it possible that people paid for the book, and then some kind of technical issue prevented them from being able to download the book? I am also selling digital content and this is my #1 concern regarding payment processing. Now, I am using PayPal's authorize-and-settle function. I don't settle the transaction until I see in my logs that the user has downloaded the item. If more than a few hours has passed then I email the customer and ask them if they are having some kind of problem with the download.

ahoyhere 18y ago
I don't believe so, I haven't heard from any users about any issues except with spam blockers. And those folks emailed me, I resent them a download link myself, and then they always wrote back "yeah... it was in spam." EDIT: And we had maybe 10 orders go through Google Checkout, max (thus the $200ish amount). The other 470 or so went thru PayPal.
- briansmith 18y ago
  Thanks, that is very helpful info.
- sireat 18y ago
  Since you only had 10 orders go through Google Checkout, it is possible there were maybe 4 or 5 additional fraudulent orders which raised some red flag in Google's algorithm. Then again, it could actually be a bug in their algorithm Still, the issue is that Google provides no way of finding out the cause.
zmimon 18y ago
I had an experience where a customer purchased software (about $400 worth) and then after 2 months claimed they never received the email containing the license keys. I attempted to email them through many various routes (eventually from my own google and ISP accounts, even) but they kept claiming they did not receive any email from me. I don't really know if this is true, but if it is, they have the most aggressive SPAM filtering in the universe since I have never experienced this from any other customer. In the end, they issued a chargeback and told VISA it was fraud, and the payment processor, ShareIT refunded the money. ShareIT is pretty expensive, but I must say they were very good about it - they communicated with me directly (real humans), seemed to understand the situation and have not held it against me in any way (as far as I can tell). (no particular point to this, just thought the story might be interesting to others.)

ahoyhere 18y ago

I don't believe so, I haven't heard from any users about any issues except with spam blockers. And those folks emailed me, I resent them a download link myself, and then they always wrote back "yeah... it was in spam." EDIT: And we had maybe 10 orders go through Google Checkout, max (thus the $200ish amount). The other 470 or so went thru PayPal.

briansmith 18y ago
Thanks, that is very helpful info.
sireat 18y ago
Since you only had 10 orders go through Google Checkout, it is possible there were maybe 4 or 5 additional fraudulent orders which raised some red flag in Google's algorithm. Then again, it could actually be a bug in their algorithm Still, the issue is that Google provides no way of finding out the cause.

zmimon 18y ago

I had an experience where a customer purchased software (about $400 worth) and then after 2 months claimed they never received the email containing the license keys. I attempted to email them through many various routes (eventually from my own google and ISP accounts, even) but they kept claiming they did not receive any email from me. I don't really know if this is true, but if it is, they have the most aggressive SPAM filtering in the universe since I have never experienced this from any other customer. In the end, they issued a chargeback and told VISA it was fraud, and the payment processor, ShareIT refunded the money. ShareIT is pretty expensive, but I must say they were very good about it - they communicated with me directly (real humans), seemed to understand the situation and have not held it against me in any way (as far as I can tell). (no particular point to this, just thought the story might be interesting to others.)