PayPal decided in a buyer's favor

[IvanI1]

I just made an appeal against this dispute decision. How is it fair that after all work I delivered and all proofs I sent PayPal can close the dispute in the favor of a seller? One of the proofs I sent is a Skype conversation where buyer clearly admits and states that he made some bad decisions and investments, apologizes to me, tells me how bad his financial situation is and because of that wants his refund. I am not a UNICEF or a Red Cross. Can anyone smarter, wiser and more experienced tell me how is this a valid reason for a decision in buyer's favor, for a refund? It is like you buy something without any warranty, and some time in the future you find yourself in a bad financial situation, you do not need whatever it is you bought and you see it was a bad investment. Just like that you go to seller and demand a refund. As far as I know things nowhere in the world work that way. Extremely dissapointed and frustrated.

[Whac-A-Mole]

we are volunteers,and we need to know what you sold and what kind of dispute he open?

there is no seller protection for virtual goods,customs order,real estate,financial instruments,motoried vehicles,'

as for services rendered,Paypal will review both sides of the story.

[IvanI1]

Hello Whac-A-Mole and thank you for your efforts. Yes, this was service, not virtual goods.

What I sold are two websites. For the first I was paid for doing SEO and maintenance work. I provided proofs for this. For the second I was paid only half of the agreed amount for development of the website. Have also sent proofs for this. What he did is opened three disputes. First for the SEO and maintenance work, second for development of the other website and third for a PayPal fees that were involved. Dispute for the SEO and maintenace work has been decided in buyer's favor and I made an appeal for it. Dispute for development of another website is still being reviewed by claim specialist. About the PayPal fees dispute, that was decided in my case.

Lastly and as I said in my first post, buyer melted down, literally apologized, said that things are not going well for his business and that it was never worse and that he needs money. Furthermore, he wrote that he feels really bad, wants to make up somehow to me, offered me good review (???) again mentioned his financial crisis. When I asked him if he sees that he abused me just to get a refund, he answered, and I will quote, "yeah whatev". Final question that I asked him was does he admit that he lied just to get a refund. His answer was that I can put things in that perspective and that he did what he had to do. To repeat myself, I of course have proofs of this conversation too and have provided it to PayPal. Needless to say that I am hugely stressed because of this. I am PayPal member for 7 years and never had any complaint, nothing. If I have not delivered or failed to make buyer happy, I would refund the money no questions asked, but this. Tragic. I am not a charity to send funds to strangers when they are having tough financial times.

[DPCreations]

Whether virtula item or services doesn't matter.  Neither type  is tangible goods and neither type can prove delivery.

PayPal is not a good payment service for non-tangible tiems.

As for "fair"; there is nothing in PayPal policies to suggest that an outcome will be fair.  Resolution is strictly according to PayPal User agreement and buyer and seller protection policies.

[IvanI1 · Accepted solution]

Thank you DPCreations. I will just wait for the outcome of the appeal and for the claim specialist to decide. I believe there is justice. This topic can be closed.

[IvanI1]

My appeal was unsuccessful after buyer clearly admitted that he lied just to get a refund due to his bad financial situation. Guess there is no justice for a little people. He is rich guy from States and it is only logical explanation he got a refund. Can somebody please explain me feedback from a PayPal because I do not understand the message? Here is what they wrote: After careful consideration, we're unable to decide this claim in your favor at this time. And in my email inbox I received this: We are unable to grant your appeal for this case because the supporting documentation you provided did not follow our guidelines and/or was not received within the specified timeframe. As a reminder, the guidelines stated that the supporting documentation must be from an unbiased third party and must be on letterhead that includes the name, address, and phone number of the individual, business, or organization. This contact information is important because it gives us a way to request additional information (if necessary). Clarification of the above will be highly appreciated. I am unsure what guidelines PayPal is talking about.

Edit: I again called the support today, talked to a nice guy and he told me to provide additional evidence in terms of website files which I was glad to do. Feeling so desperate and helpless.