Hello guys,
Had a weird case outcome today in our Paypal account. Basically, we are selling digital goods that are eligible under PayPal's Seller Protection Program, and occasionally buyers try to scam us by claiming that they never received our product (maybe hoping that it is hard to prove digital goods delivery).
So far we have always(!) won those cases by providing tracking links to our orders that showed that items were indeed emailed to the buyers immediately upon purchase. But this time, despite providing exactly the same proofs as usual, PayPal decided to refund the buyer instead, even though in his claim he was saying that our product that he received(!) did not work correctly for him, which qualifies as a different dispute category (Product Received not as Described).
This is a very troublesome precedent for our shop, which has also been enjoying membership in PayPal's "Funds Now" program that offers "enhanced Seller Protection" and is supposed to prevent such incidents from occurring. We have filed an appeal over this case's results, but PayPal has already taken money away from us and we are hanging in the middle of the whole situation.
To sum it up, our question is: why PayPal would ignore our tracking link despite it always being enough in the past, not take into account the buyer confirming receiving the product, albeit not being able to use it to the full extent, and not apply Seller Protection to the case?
