Adding a .PNG File to a Dispute

[reboundstudent]

I have been communicating with a seller using the Etsy.com message service. The seller told me several times she was going to ship the package the next day, and never did. In her last message, she agreed that she would refund the money. I would like to add a transcript of these entries to my open dispute... I figure a screenshot of the messages is probably the best idea.

But I can't seem to figure out how to add a supporting document to my dispute. Does anyone know how to do this? Or is there another way to import the email exchange from Etsy into my dispute?

Thank you!

[PayPal_Andy]

reboundstudent- I understand your frustration with this, here's what the problem is.  In a case of non-receipt, we really don't ask anymore from the buyer than what you initially open the claim with.  We put the burden of proof on the seller in the form of them providing tracking.  That's really all we're looking for.  Even in other types of cases, we typically wouldn't accept emails, or screenshots, or things like that because there's the possibility of those being 'doctored'.  So for you, we'll ask the seller for tracking. If they don't provide it or they do and it doesn't show that it's delivered to you, you should get your money back.

Hope that answers your question.

Andy

[vincentkezel]

What about an intangible good/service?

website design, consulting, virtual currency, software, members access to content, etc ???

There are tons of legitimate merchants selling these items, and in the year 2011 not every sale comes with tracking number for a physical box.

I happen to sell intangible goods, and I always lose the PayPal inquiries because I can't provide a tracking number.

A while back both I and my buyer worked together calling PayPal and told them its a good sale, and the buyer testified on the phone to PayPal that they received the intangible goods in question, and I still lost the case because I had no tracking number!!??

[vincentkezel]

I respectfully ask that PayPal start to honor other forms of tracking for intangible goods. Like server logs, IP addresses, and undoctored emails (all with letter of proof from web host), recorded phone conversations, verbal testimony from buyers given to a PayPal CS, buyer signed receipts, and buyer signed affidavits.

[PayPal_Andy]

vincentkezel-  I understand where you're coming from regarding your business model and the losses associated with that.  Intangible items are becoming more and more common, and at some point we may start to provide some coverage for them.  But for now and the immediate future, there are no plans to change our policies. 

As far as the things that you are asking PayPal to accept as 'tracking'....the problem with those are that all of the electronic information could be altered at any point, so there's no way we could verify that information.  And unless you have someone's permission to record them during a conversation, that's not admissible anywhere and honestly isn't anything that we would want to get involved with.  Verbal testimony is fine if the buyer calls us and tells us that there's no problems with the transaction, but realize that in a lot of cases the 'disputes' that occur are either caused by that same customer calling us and telling us it was unauthorized or us flagging something about the transaction and sending the buyer an email asking them to contact us and tell us if there was anything wrong with the transaction. 

The situation you're referring to where the 'buyer' called in with you and spoke with someone at PayPal, yet the payment was reversed...that almost seems like maybe the 'buyer' wasn't really the PayPal account holder.  Did you call a number they provided to you before contacting us?  Or did PayPal call the number that we had on file?  If we didn't call them ourselves, we have no way to verify their identity other then they say that they're that person. 

I hope you can see the difficulty and risk involved with virtual transactions.  It's certainly not that we want to see you lose the money for something that you worked hard to provide.  It's just that there are too many unsolved variables to be able to effectively mitigate risk, and if we can't mitigate and minimize as much risk as possible, we can't provide cost effective Seller Protection.

Hope that addresses your concerns somewhat.

Andy