Digital Services Refund Policy of Paypal

[imeinetwork]

Dear Community,

We do have a couple of questions about the digital services refund policies from Paypal. 

We operate a digital services website where we provide IMEI checking for our clients, you need to have a registered account, load balance, or you can add directly an order. 

Our questions start with based on how or why Paypal is issuing refunds for digital service over the dispute process even if we have provided all the evidence of product was delivered? 

We have paid money to provide digital services for our clients. There is a lot of scammers trying to get some services for free. So basically what they do is, order something, getting the product, and then open dispute over Paypal, where we provide evidence of delivered item but because it's Digital Service and not Physical Product and we do not have a Tracking number attached into the system. We have tracking order status on our website, where we provide all the evidence of delivery. 

We have products that are ranged from $0.15$ - $280. The indecent we had recently made us thinking how Paypal behave to us, we are having this business for more than 3 years, our account is always a good stand, and we have loaded money there all the time.

This is really frustrating when Paypal taking side of scammers and not checking all the evidence of provided services. 

What should we do? Or What kind of evidence Paypal need more to believe us and take our side? No wonder why most of the websites that provide such services start leaving Paypal over this kind of policy.

[sharpiemarker]

@imeinetwork 

For some countries, digital goods/services/licenses are not covered.

You basically answered your own question.

PayPal wants proof of delivery or proof of postage as prescribed in the seller protection terms.

11. Seller Protection Programme

You must decide if PayPal is a good fit for your business model or accept that there will be unsuccessful/risky/fraudulent transactions in doing business in the faceless world of the internet in exchange for access to millions of users. Keep a percentage of sales to the side for self-insurance to pay for the occasional bad transaction refund. Or develop a service delivery system that can sufficiently demonstrate to PayPal that the service was delivered that cannot be altered by either party.

The seller protection program is not a guarantee, warranty or insurance, PayPal never claims this so it has it limitations.

Explore the fraud filters of the business account and adjust them according to the distinct characteristics of those bad transactions.

[imeinetwork]

We understand how Paypal works and operates. 

We specifically talking for the particular customer that was tried to load multiple times balance and because we analyze fraud protection on our side, we did multiple refunds. Nevertheless, he managed to re-register under different emails and loaded money for 1 order, he did the order and then dispute money back. 

Why there is no option of banning option specific email/account people and with this way we would avoid this people/clients/scammer in the future, there was multiple trying to load the money, how it's possible Paypal not taking this in the note when there is dispute cases, all this in transaction history. 

We were declining this client, but he was still trying to pay and get access to orders. 

In the end Paypal taking the side of a scammer, without considering the proof of digital delivery, neither the transaction history with this client. This is real money, the money we lose because PayPal is not taking the side of the seller, and not hearing us.