For 3+ weeks I had been chasing a seller for a refund on a digital download product (a WordPress plugin) I purchased from him. The sales letter for the product offered a 30-day money back guarantee and said that all you had to do to request a refund was to email his support desk. I sent support an email, with all of the pertinent details, and they told me that refunds for that product were handled by an entirely different business. I challeged this statement, saying that, as the transaction details should show, I clearly bought the product from them.\ They came back again with the same response. So even though I knew it was stupid, just to cover all bases, I contacted the other company and that told me what I already knew: they had nothing to do with the product that I had purchased. I contacted the seller's support desk and told them the news. They said that all refunds were handled directly by the seller himself, and provided me with his email address. On June 14, 2013, I sent him an email, with full details, requesting a refund per his guarantee. I didn't hear back from him, so I sent him another email, repeating my request for a refund, on June 19, 2013. As the deadline for the guarantee was fast approaching, and since I had heard nothing in response to my requests for a refund, a couple of days ago I decided that I had no choice but to file a claim. I provided full details of the situation, the guarantee (with a link to the sales letter), and my efforts to get a refund. Since the seller had given me the runaround for a week or so before I was told to email him, and since he was ignoring my emails, I decided that he was not interested in resolving the situation so I escalated the claim. Yesterday I received an email from PayPal advising me that a decision had been made in my favour, but that I would have to return the shipment to the seller within 10 days - and provide PayPal with a tracking # as proff of the return - or else I would forfeit my refund. As mentioned, this was a WordPress plugin that was available simply as a digital download. There was no physical product so there's nothing to return. I don't know where they got this idea (perhaps the seller represented things to them in this way in an effort to thwart my efforts to get a refund?). Anyway, this morning, I received an email from PayPal thanking me for sending in the online tracking # through Royal Mail. I did not do this - because it's not possible to do since it was a digital product - and I have no idea who or what Royal Mail is. In another bizarre twist of events, a few minutes after receiving that email, i received another email in which PayPal advised me that they were unable to decide in my favour (same dispute that they already advised me they had ruled in my favour). So, just to recap, PayPal notifies me that they decided in my favour and ask me to do something that is impossible for me to do in order to collect my refund. They notify me to thank me for doing that thing that is impossible for me to do (specifically, for sending in the online tracking and using Royal Mail, neither of which happened), and then they notify me that they did not decide in my favour. I am at a total loss as to what is going on and do not know what to do about it. Any advice, clarification, or sanity would be greatly appreciated!
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