How would you handle this?

[Lisa614]

We have had 4 people who have bought our software in the last 2 days, and within 3 minutes of purchase they put in for a refund. 3 of which that didnt even check their email for the download links. Now mind you we use paypal for one of our billing companies.

And as you know with paypal at times it is fairly easy to get a refund If you chose the dispute reason for a refund 2 of them have chosen the reason that no matter what you do they get there money back. Even though we send all the information to them. But when you have 5 people in the last 2 days do this it gets a little irritating to say the least. But when you know they are buying it just to get the software for free because they want a refund right away this is deceptive.

So this guy today buys it and then 3 mins later files a dispute saying he didnt get the email or the download link When we can see his every move on the site with the stats we have. and then emails us saying he didn't even get the download, when we know he did. so now he has emailed all day wanting to argue and has sent like 50 emails saying he wants his money back that he didn't get the software, Well we know he did. So How would you handle a customer like this?

[ronaldo]

Is your email going to a forum email or their personal email? If it's their personal email, how do you KNOW they never checked it and DID receive it.

If it was me, the first thing I'd do is try numerous tests to ensure YOUR email is working. People say all the time they've sent email that's never been received. Technology isn't perfect.

[ronaldo]

They could also be using a spam filter that's blocking your email.

[Lisa614]

He had sent us the email with all the information that our email sends out automatically. So that proved he got it. I guess he wasn't thinking when he emailed us back and he had all the original links in it. That's how dumb he is. And then still wanted to argue that he didn't get the email with the download links. And even said he didn't get the email.

Most customers have there emails set up where our emails go to there junk mail. What's even more irritating is that we have a manuel built in with the software and instead of reading the manuel with instructions their first thing is to email and threaten and file a dispute for a refund.

Now, Just a little bit ago the guy emails us and says, Ohh I'm so sorry I see the email now and I got the links. After calling us every name in the book and threatening us. I mean I understand we have stupid people in this world But they could at least check there email and read the manuel before going off the deep end.

[mikesinner]

No refunds, fuck em.

[Lisa614]

I totally agree. We don't have this problem with out other 2 billing companies, only with Paypal. I hate paypal

No refunds, fuck em.

[JAI-LING]

It may just be consumer paranoia. We get customers that thank us for actually sending product, having an accurate website info. etc. Some I can tell are fairly nervous about the whole buying thing right now. In addition he may be dimwitted but probably so caught up in worrying, he brain-farts into your inbox.

Sorry you had such trouble. What a pain.

[aico]

implement a key/license system into your software that only allows active accounts to work.

[facialfreak]

Firstly ... how do you address refunds in your TOS?

If your customer is within his right to request the refund (even if not specified, most states and provinces have at least a 72 hour cool down period - where anybody can ask their money back for anything they purchased), then by not wanting to honor it, your company looks like the bad one in the dispute, and who knows what kind of negative publicity this person is capable of?

Our industry has been plagued with less-than-honorable billing models over the years, and this is in part - a very large part - why so many people are more likely to spend all afternoon searching for 2 or 3 semi-decent clips he can jerk off to, than to whip out the plastic and get an entire month's worth of masturbatory material for $30! THAT'S A DOLLAR A DAY - A PRETTY SWEET DEAL FOR QUALITY, ON-DEMAND STROKE SESSIONS!!

Maybe had we not been so collectively greedy, with auto-rebilling, hidden cross-sales, and man more infamous, usually non-disclosed attempts at parting the visitor with his wallet, people would not be so quick to refund or charge back? But I digress ..

When I have found my chargeback/refund ratios high in the past - regardless of the product or service I'm selling, I often took a look at the marketing materials themselves. How clear are they about the charges the client is going to receive? PEOPLE HATE SURPRISES - even if the item you are selling is not exactly cheap, if the client knows exactly what to expect going into the transaction, the less likely they are to ask for a refund.

Just my 3 cents ..

FF

[oddain]

This problem could be cause because to person security setting is very good and probably block to message thinking its a spam. this could be the reason for this. They might have not get the message from you

[facialfreak]

Reading this a second time over ... I had very similar problems with paypal in the past, and this is what caused me to removing many of the BUY NOW with PayPal buttons from my website.

Check to make sure that the email addresses attached to those chargebacks/refunds do not look overly generic - and gmail, yahoo, and hotmail addresses (disposable email addresses) are a dead give-away.

Paypal is plauged with people illegally obtaining access to paypal accounts, and spending the money on online websites that accept paypal.

Last summer, I sold 11 VPS server subscriptions over the course of 5 days. This number was higher than normal, but not unrealistic enough to set off any warnings - that is until I started receiving chargebacks and even threatening letters from some of the paypal account owners who were very upset by finding that my company had taken their money for something they never ordered.

Get in touch with the Paypal Dispute Resolutions Department. I have a feeling this may be what is happening with you, if you say it is only happening with Paypal.

If this is indeed the case, then you want to be sure to allow all the chargebacks/refunds, or paypal will investigate YOU for theft and fraud, and will freeze any assets they have in their control.

The illegal accessing of paypal accounts is a problem that has existed for some time now, and its about time that paypal addresses it, rather than ignoring it.

[Lisa614]

We have had this problem with paypal so much with our software being downloadable and then after they get it they want a refund.

So we have decided to do away with paypal all together.

We do have a key and licsense with it. But I think with having paypal it is a means for people to legally steal your product If they know the paypal system.

Thanks for all the replys!

[Michelle]

Call these ppl out!