charge back by buyer after receiving 2/3 products

[uvictsa]

i'm a digital artist and I draw emotes for twitch, i list them on my invoice as individual items priced at $15 USD. i had a client claim they hadn't received their emotes when i had already sent them one finished one and one half finished one in the discussed time frame i had to complete them. when i told him i didn't want to copy another artist's style he immediately went on to say that he waited long enough and wanted his money back even though he told me multiple times that i could take as long as i needed and we agreed on one month's time. I don't know what to do because I know paypal doesn't often side with artists on cases like these. I have in my TOS that i sent him and put on the invoice that I will not refund items if i've finished or partially completed them. he's saying i need to give him the full amount since I took so long even though i was just taking as long as he allowed me.

he's lying about me taking too long and is just trying to take advantage of the way paypal functions to get his money back, i have proof that in 30 minutes he went from telling me to take my time and then to give all of his money back. I would gladly give him his money back (at one point i even insisted that i refund him in the beginning for rushing me) if i hadn't already completed one and a half of the items! do you think paypal would be sympathetic towards me if i proved my TOS, the agreed timeline, him admitting to manipulate paypal, and that i actually did send him finished emotes and they were approved?

thank you!! i really appreciate any and all help! 

[Whac-A-Mole]

Go to Paypal site and read seller protection.

There is no protection for virtual/digital goods.

Paypal robot does not read emails or watch movies.

only online viewable tracking showingit has been delivered by a commercial carrier

[uvictsa]

Please don't be rude, i've already read it and talked to paypal multiple times. The last time I called was after I wrote this and the woman told me I could win the case if I finished the drawings quickly and submitted screenshots of the email containing the art. I doubt there would be reason to add files and notes if there wasn't a person reviewing the case... Thanks for the help I guess. 

[DPCreations]

PayPal phone support agents are not experts; they provide general information.  They do not review disputes and they have no input about the dispute process.

PayPal does not provide seller protection for virtual items.  There MAY be exceptions but you must go thorugh the dispute process; phone agents do NOT provide any review of dispute.

[Whac-A-Mole]

customer service may say one thing but most cases are tackled by robot which just want to see online viewable tracking from a commercial carrier which you do not have.

accept payment for virtual/digital items at your own risk.

someone lost a $34,000 watch ,the buyer has no shipping address but add a shipping address in note  column of his payment notice,Paypal customer rep said it is ok to ship,seller shipped and buyer filed item not received,what do you know,robot took the tracking number and compared with blank shipping address of the buyer ,of course they do not match,so seller lost.

she appealed multiple times and lost.

and this is not a case of virtual item,she sold a watch and has tracking showing it has been delivered and signed for.

[Whac-A-Mole]

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@DPCreations wrote:

PayPal phone support agents are not experts; they provide general information.  They do not review disputes and they have no input about the dispute process.

PayPal does not provide seller protection for virtual items.  There MAY be exceptions but you must go thorugh the dispute process; phone agents do NOT provide any review of dispute.

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if buyer filed item not received,and  it is serviced rendered,Paypal has amended the dispute process to review what is provided fromboth parties ,if there is good evidence services has been provided ,seller could win,there is a case pending now, a specilaist is reviewing the case where the seller provided IT work and maintenance .

but there is a difference between robot and specialist,in her case,it warrants a specialist to review the case,not a robot and there is high dollars involved.