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PayPal USA Community Chat 1/10 - Closed

Contributor

Re: PayPal USA Community Chat 1/10 - Open

Hi Michelle.

 

I'm the buyer, and I did a chargeback through PayPal.

 

Thanks!

Highlighted
Moderator

Re: PayPal USA Community Chat 1/10 - Open


ModernBlock wrote:

Hi Michelle.

 

I'm the buyer, and I did a chargeback through PayPal.

 

Thanks!


Thank you @ModernBlock

 

I'm so sorry you didn't receive a notification! It should have been sent both to your email and your PayPal account notifications. If for some reason you didn't receive the email, there will be record of any updates in the claim itself in the Resolution Center. Smiley Happy 

 

Thank you,

Michelle

Volunteer Advisor

Re: PayPal USA Community Chat 1/10 - Open

I'm looking for some clarification regarding Seller Protection for digital goods.  Is it covered or not?  I see some things saying digital goods are only available for BUYER protection since 2016, but other info showing that SELLER protection is indeed available now, but you have to provide "compelling evidence."

 

Is it indeed available for sellers, and if so, can you provide some details about what would be considered compelling evidence?  For example, do emails showing the delivered item work, or would it need to be some sort of a system that tracks downloads and IP addresses of downloads?  Also, would you cover the claim with such evidence available even if the buyer submits the chargeback directly with a credit card company, and the card issuer closes the claim in favor of the buyer?  I'm actually thinking about building some sort of a delivery system for digital goods that would provide such compelling evidence, but I need to know all of the details in order to do that sort of thing.  

 

Any information on this would be greatly appreciated.  Thanks!

 

Angell EYE - www.angelleye.com
PayPal Partner and Certified Developer - Kudos are Greatly Appreciated!
Moderator

Re: PayPal USA Community Chat 1/10 - Open


angelleye wrote:

I'm looking for some clarification regarding Seller Protection for digital goods.  Is it covered or not?  I see some things saying digital goods are only available for BUYER protection since 2016, but other info showing that SELLER protection is indeed available now, but you have to provide "compelling evidence."

 

Is it indeed available for sellers, and if so, can you provide some details about what would be considered compelling evidence?  For example, do emails showing the delivered item work, or would it need to be some sort of a system that tracks downloads and IP addresses of downloads?  Also, would you cover the claim with such evidence available even if the buyer submits the chargeback directly with a credit card company, and the card issuer closes the claim in favor of the buyer?  I'm actually thinking about building some sort of a delivery system for digital goods that would provide such compelling evidence, but I need to know all of the details in order to do that sort of thing.  

 

Any information on this would be greatly appreciated.  Thanks!

 


Hi @angelleye,

 

Seller protection for digital goods is not offered. We do, however, make every effort to adjudicate disputes as fairly as possible, and in situations where there is a claim of non-receipt, we will take whatever evidence the seller has of delivery. The reviewer will determine the strength of that evidence based on the merits of the claim. Something that tracks downloads would be far more weighty than an email, but anything you provided would be reviewed.

 

When it comes to chargebacks, the terms of the decision are the card company's to dictate. While we will provide any compelling evidence we've received in a chargeback situation, without trackable shipping, the card company will often determine the claim in favor of the buyer. 

 

I hope this helps!

 

Olivia

 

If this post or any other was helpful, please enrich the community by giving kudos or accepting it as a solution.
Member

Re: PayPal USA Community Chat 1/10 - Open

I have to return an item to Hong kong,

Can i create a shipping label for that here on PP?

Moderator

Re: PayPal USA Community Chat 1/10 - Open


cwaz wrote:

I have to return an item to Hong kong,

Can i create a shipping label for that here on PP?


Hi @cwaz!

 

Welcome to the Community and great question! Yes, you can create a return shipping label through your PayPal account. Here's how:

 

Member

Re: PayPal USA Community Chat 1/10 - Open

My claim gives me an address to mail a package back to but the address is in Chinese. How do I Address this in Chinese.  

Claim - #PP-006-449-199-687

I tried to post the address here but it contains something that is not permitted

 

 

 

Moderator

Re: PayPal USA Community Chat 1/10 - Open


swafran wrote:

My claim gives me an address to mail a package back to but the address is in Chinese. How do I Address this in Chinese.  

Claim - #PP-006-449-199-687

I tried to post the address here but it contains something that is not permitted

 

 

 


Hi @swafran!

 

Thanks for joining our Chat! Smiley Happy I'm sorry to hear that you're running into some trouble with returning an item due to the address being provided in a different language.

 

If you're unable to print a return label through our website, then I would suggest reaching out to our customer support team so we can assist with translating the address for you. Customer support can be reached by clicking "Help & Contact" on the PayPal website, @AskPayPal on Twitter or the PayPal Facebook page.  

 

-Ashley


If you see a helpful post, please accept it as a solution or give the author kudos. Smiley Happy Thanks!
Moderator

Re: PayPal USA Community Chat 1/10 - Closed

Thank you to everyone for participating in this week's chat session!  

 

The weekly chat session is now closed.  All thread content will remain viewable, but locked.  Any questions that have not yet been responded to by a moderator or employee will receive a response within the next hour.

 

If you missed chatting with us today, please come back next week on Wednesday, January 17th at 1pm PT. We'd love to meet you!

 

See you then!

 

Olivia

 

If this post or any other was helpful, please enrich the community by giving kudos or accepting it as a solution.