We were just informed through an auto generated email, that our dispute fee tier has been increased but we have still never received a response to our initial request for support regarding these disputes. We have tried to inform PayPal of our situation regarding the disputes and the validity of them. We feel strongly that PayPal is not listening to or helping its seller clients but instead automatically facilitating fraudulent customers who are knowingly getting free products from us with little to no consequences. If we are not able to talk with a PayPal manager who can listen to us and help us alleviate the financial fraud we are experiencing through PayPal customers we will be forced to terminate PayPal from all future purchases on our platforms. If someone can please respond back to us who is capable or authorized to actually make adjustments to our account or help us with this issue that would be much appreciated.
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To clarify for those interested merchants on PayPal. We sell a product which has become the target of angry re-sellers of a similar product. As our product is a new innovation in the industry which has unintentionally cut out these "middle-men", we are experiencing a smear campaign from some of the "old guard" of the industry. When we started we knew this would likely happen as all disruptive ideas do to some extent, however, the claims from these parties that we are in fact "scamming" customers is entirely un-factual. Unfortunately some of our customers have been swayed by these false claims even after receiving said product and in some cases even after supplying a positive review of their experience and of the product. These customers, now mislead by our competition's claims, file disputes to PayPal. We have provided mountains of evidence to each case showing how the claims are false but have lost every case. We have tried contacting the PayPal support center who, while having a sympathetic ear over the phone, their "agents" are never able to facilitate any help due to them being a third party call center hired by PayPal but not actual PayPal employees themselves. We even started to implement new policy internally, accepting these disputes as the "cost of being a disruptive business" by allowing for full refunds on these fraudulent claims but requiring at minimum return of the product.
Now PayPal is informing us that customers making these claims will be refunded but also are no longer required to return the product meaning we are out product costs and the revenue from the purchase, plus additional and even higher refund fees placed on us. As PayPal is making it clear that their system has no support for merchants we will be forced to move away from PayPal transactions which frankly hurts PayPal more than us so we are not sure why our requests for actual help have gone on deaf ears. Big bureaucracy might be the issue at hand, that PayPal has no customer support for merchants speaks volumes to their indifference in the matter and might be yet another reason not to trust PayPal to handle our financial transactions further.
