Inquiry on intangible goods

[vincentkezel]

• I have sold some intangible goods to a buyer.
• PayPal initiated an inquiry in the resolution center and put my funds on hold.
• I followed up with the buyer who stated they received, used, and enjoyed the intangible goods, and knew nothing of an inquiry, dispute or anything of that sort.

Next, I should do my part by responding to the inquiry. Let me show you a screenshot of the options PayPal gives me in the "respond" action of this inquiry.

I already sent the intangible goods, so the first and third options are out. Of course I don't have a tracking number for an intangible, so the second option is out.

From experience, if I choose the "none apply" and explain thoroughly what happened, and that the buyer is happy with the product, I will definitely lose the inquiry. I will get an email saying that I was forced to provide a refund the buyer didn't want, and all that because I didn't provide a tracking number.

So having said all that... when I get an inquiry, what am I supposed to do? Always lose? Not respond?

[redpower]

You lost this dispute as soon as you said " intangible"

[vincentkezel]

Yeah... I think you're right.

I just wish businesses that sell intangible items could do so without PayPal starting the random loss-guaranteed inquiry against the seller.

[profdata]

Can you copy and post the e-mail from paypal, removing any personal information

[vincentkezel]

Sure.

First email from PayPal:

Hello xxxxx xxxxx,

To protect you from problematic transactions, we sometimes request
additional information about PayPal payments.

We need more information about this transaction. Please log in to your
PayPal account, click the "Resolution Center"tab, and provide more
information by 6/16/2011.

We recommend that you not ship the item until our investigation is
complete. If you've already shipped the item, please log in and let us know
where you shipped it.

We have placed a temporary hold on the funds until we complete our
investigation.

If you need to provide information by fax, click and print a cover sheet:
https: //www .paypal. com/us/cgi-bin/?cmd=_complaint_resolve_tracking_fax&cid=PP-001-xxx-xxx-xxx

Please fax proof of shipment or proof of refund to xxx-xxx-xxxx.

-----------------------------------
Transaction Details
-----------------------------------

Buyer's name: xxxxx xxxxx
Buyer's email: xxxxx at xxxxx.com
Transaction ID: xxxxxxxxxxxxxxxx

Transaction date: Jun 9, 2011
Transaction amount: $8.44 USD
Invoice ID: xxxxx
Your transaction ID: xxxxxxxxxxxxxxxx
Case number: PP-001-xxx-xxx-xxx

Thank you for your cooperation.

Thanks,

PayPal

Please do not reply to this email. This mailbox is not monitored and you
will not receive a response. For assistance, log in to your PayPal account
and click the Help link in the top right corner of any PayPal page.

PPID PP943

And the final email from PayPal:

Hello xxxxx xxxxx,

We've concluded our investigation into the transaction detailed below.

Because we determined that you did not meet the eligibility requirements
for the PayPal Seller Protection Policy, you are being charged for this
reversed transaction.  We've returned the funds to the PayPal account
holder, and your account will be debited for the amount of this transaction.

-----------------------------------
Helping ensure safe transactions
-----------------------------------

Most of the payments you receive will be from, honest buyers. PayPal wants
to help ensure that your transactions are as safe as possible.

You can often reduce your risk by paying close attention to payment details
and unusual requests.

* Watch for address inconsistencies:
It's fairly common for a buyer's shipping address to be different from the
billing address. In some cases, though, it could indicate fraud. For
instance, a high-priced item that has a billing address in one country and
a shipping address in another may be suspicious.

* Beware of unusual requests that could indicate suspicious activity, such
as:
- Buyers who want rush shipment at any cost
- Buyers who send partial payments from different PayPal accounts
- Do not make payment in full

Go to the PayPal Security Center for more information.

-----------------------------------
Transaction Details
-----------------------------------

Buyer's name: xxxxx xxxxx
Buyer's email: xxxxx at xxxxx.com
Transaction ID: xxxxxxxxxxxxxxxx

Transaction date: Jun 9, 2011
Transaction amount: $8.44 USD
Invoice ID: xxxxx
Your transaction ID: xxxxxxxxxxxxxxxx
Case number: PP-001-xxx-xxx-xxx

Thanks,

PayPal

Please do not reply to this email. This mailbox is not monitored and you
will not receive a response. For assistance, log in to your PayPal account
and click the Help link in the top right corner of any PayPal page.

PPID PP951

See, I only sell intangible goods for instant online delivery. (sometimes more than 4000+ items a month) and its nice that PayPal wants to check in on random transactions, but the case always defaults against me because its an intangible item, even when I have an affidavit of successful reception from the buyer. In the above case, I have to contact the buyer and explain why they need to resend payment again, in a new invoice that I have to email to them.

I've also tried many times to submit thorough explanations and buyer affidavits via fax to PayPal, still resulting in the loss of the inquiry.