From my understanding, a seller/merchant really doesn't like it when a buyer opens a dispute or submits a problem with a payment when they have their own initial support system that they want to instead direct people through, which is fair enough but as I've always understood it that there is some other penalty for the seller as well such as a fee?
To give a bit of context to the question is a story that happened to me just recently. I was making a digital purchase one a website from a large company that has PayPal set up as a slaternate payment method. The problem arose when I somehow managed to encounter the rare issue where PayPal charged me for the transaction, but in the final part of the transaction it errored and did not properly complete. Thus I ended up charged for something I didn't get.
The website in question doesn't have a online ticketing system (which would of been my first stop) and instead only a contact number to ring up, but the office was currently closed and I had other tasks I had to attend to, so I figured why not submit a problem with the Payment in PayPal now so that when I ring them up later it would be easier for them to find the transaction in question, if they haven't even looked at it already.
In the end I did ring up and had it all sorted out straight away, with the resolution being the seller issues a refund through PayPal, though they mention how they'd prefer for me not to do that again in the future as it costs them a fee. Though, I wonder had I not opened a dispute I assume they would have still needed to issue the refund through PayPal regardless, so that leads me to the conclusion that a dispute ticket changes some sort of fee to the seller? Is that right and why so many sellers prefer to handle sorting payment issues outside of PayPal?
