Client used service then asks for refund based on unfounded claim. How to proceed?

[Arnaud_]

Hello,

TL;DR : client consumed part of the service, showed every sign of satisfaction (I have them documented) then suddenly wants refund and opens dispute.

how does the dispute process ends? thanks

FULL:

Client paid the deposit to start working with me as his coach.

We met several times online and followed the process that was described before the purchase.

As part of the process we agreed on intermediate goals on the way to the macro goals he hired me for.

At no point during any of the sessions we had, the client mentionned any sign of discontent.

I proactively asked for feedback and gathered only positive one.

The client also took action on the action steps we agreed.

Then suddenly during the weekend, a few days before his next due payment, the client sends me an angry message that the service isn't  what I said it would be.

A few days later he opens a dispute here on paypal.

This has never happened to me  after years in business and I don't know what the dispute process is and how it ends.

I stay courteous and I state facts in my communication with the client but I'd like some clarity on what happens next.

Thank you

[sharpiemarker]

@Arnaud_ 

This is basically PayPal online dispute process:

If you’re unable to resolve a transaction related issue directly with a seller, you must follow our online dispute resolution process through the Resolution Center to pursue a claim under PayPal Buyer Protection. You may also file a claim (Step 2 below) by calling us and speaking to an agent. The steps you must follow are described below, and if you do not follow these steps your claim may be denied:

Step 1: Open a dispute within 180 days of the date you made the payment. This might allow you to start a direct conversation with the seller regarding your issue with the transaction that may help resolve the dispute. If you are unable to resolve the dispute directly with the seller, proceed to Step 2. We will place a hold on all funds related to the transaction in the seller's PayPal account until the dispute is resolved or closed.

Step 2: Escalate the dispute to a claim for reimbursement within 20 days after opening the dispute, if you and the seller are unable to come to an agreement, or we will automatically close the dispute. You can escalate the dispute to a claim for reimbursement through the Resolution Center. The seller or PayPal may also escalate the dispute to a claim at this point. If you are making an Item Not Received claim, PayPal may ask you to wait at least 7 days from the dispute filing date to escalate the dispute.

Step 3: Respond to PayPal’s requests for documentation or other information, after you, the seller or PayPal escalates your dispute to a claim for reimbursement. PayPal may require you to provide receipts, third party evaluations, police reports or other documents that PayPal specifies. You must respond to these requests in a timely manner as requested in our correspondence with you.

Step 4: Comply with PayPal’s shipping requests in a timely manner, if you’re filing a Significantly Not as Described claim. PayPal may require you, at your expense, to ship the item back to the seller, to PayPal or to a third party (which will be specified by PayPal) and to provide proof of delivery.

Step 5: PayPal will make a final decision (including automatically closing any dispute or claim), in its sole discretion, based on the eligibility requirements set forth above, any additional information provided during the online dispute resolution process or any other information PayPal deems relevant and appropriate under the circumstances.

[Arnaud_]

thank you.

I'm the seller here.

I've  provided my version of the story and offered to give additional proofs.

Haven't heard from Paypal yet. Do you think, I should already send the proofs now?

Those are videos of our conversation with the client before and after purchase which shows that I did deliver the service.

[PayPal_Olivia]

Hi @Arnaud_,

Thank you for your post, and welcome to the Community Forum! I'm sorry to hear that there is a dispute for a payment that you received. 

If the process of the dispute hits a point where additional information is needed, you will be given instructions to provide the compelling evidence needed. If the case closes in the buyer's favor without that being asked, you can appeal the case for a short time following that closure, either within the details of the dispute, or by contacting Customer Service. You can find your contact options by clicking Contact at the bottom of the PayPal website. If you feel that the information is vital to the decision to be made on the case and the case is not yet decided, you can contact CS to ask if the information can be attached.

I hope this information is helpful.

Olivia

[Onashir]

What takes place after you get this message on your dispute and how long till I get the hold disable on my account You provided fulfillment info as evidence

[PayPal_Olivia]

Hi @Onashir,

Thank you for your post and welcome to the Community! If you have provided requested evidence and the case is pending its review, the information is queued and will be reviewed as quickly as possible. The timeframe can fluctuate based on volume. Please keep your eyes open for updates to your case.

I hope this helps!

Olivia