Just went through a Dispute for Digital Services and the output was simply unbelievable! Disputes for Digital Services was opened by PayPal a few years back, but is PayPal really able to offer this service? Our story clearly proves that any possible way you can think of for sellers to prove that have provided the service is not a "valid proof" according to PayPal.
We are a PR agency and received an order for the creation of an article and its publication as the branded story on Reuters.com. We got the approval of the article from the client and published it, sending to the client the Reuters URL of the published article as proof of it.
A few days after, we received the "item not received" claim, from the client. He got the service and having nothing to lose, trying to get it free of charge, gaming the Dispute system. Of course, we were confident about the case and replied to the claim with the URL of the published article.
Placed into a corner about the evidence provided, during the dispute the client himself admitted having received the item, and shift the problem to the fact that we hadn't provided an invoice.
Thus let's summarize:
- "Item not received" item;
- URL showing the published article;
- Client admitted to having received the item.
PayPal resolution: The item was not received!! LOL
According to them "the proof of delivery details provided could not be verified." Obviously, nobody from the PayPal team has clicked the link of the URL provided or even reading the conversation between me and the client where he was admitted to have received the service.
The email also stated that "the decision made at the conclusion of a buyer claim is final and can only be appealed if new information is presented which was not considered during the original investigation."
So, we went for appeal, and this time instead of the URL showing clearly the published article, we sent screenshots of the email sent to the client with delivery, as well as the email source IDs. We were confident they would realize the mistake previously made....but...no!!!
The appeal was denied once again: " It was not granted because we did not receive valid proof that the item was delivered to the buyer."
In short
Web URL showing the published work, email screenshots, email source IDs, client himself admitting to having received the item (LOL), are not valid proof of delivery for PayPal. If so, anybody can just order a digital service in PayPal, get the delivery, then claim to have not received it. He/she will get it for free considering that seller can't provide "valid proof" according to PayPal. Great Service
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