Last night a customer made a $10 digital purchase through my website. The digital product was never downloaded. This morning a claim was made against the purchase and I am asked to respond by proving that I either delivered the product or that I will give a refund. I have no problem refunding the $10 as the product was never claimed anyway. However, PayPal is keeping the $0.70 fee that I was charged? PayPal is the one telling me that the purchase was made without the buyer's knowledge, so how is this my fault in any way? I called PP customer service and the agent sympathized with me. He offered a $1 credit to my account to make up for the fee. He was very helpful and agreed that I was in the right. He didn't really have much to offer in the way of reasoning, though. He confirmed that this type of thing was common and happens all the time. He also told me that I have "funds now" activated, so recommended that I just ignore the chargeback and when it runs its course that the funds wouldn't be taken from my account anyway. I am somehow protected? I argued that the email that I received from PP explains that if I don't respond then the case will be decided in the buyer's favor. That sure sounds like a negative mark against me. I refunded the payment with the agent still on the phone, then asked how I can see the $1 credit. He explained that I should see it be the end of the day. ?? What is going on here? Does any of this sound right?
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