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How would you deal with this dispute
Here is the situation
Customer signed up for a one off fee account
Agreed to the TOS that states no refunds once account is activated
Sent a ticket complaining about SSL not working and no automated backups
I replied to explain how to use SSL when using external DNS
No reply to the ticket, a PayPal dispute created instead
I suspended the account as per the terms as PayPal are now holding the payment
They first created the dispute for not received but I proved they had accessed the account and they suddenly changed to not as described
I locked their WHMCS client account to prevent further orders and commutation, they can deal via PayPal
Last night, sent a guest ticket demanding refund or activate his account again
The PayPal claim is still open
The person in question sells shared hosting (direct admin) one time accounts but on another forum there are threads about him removing accounts without reason, not giving support
I spoke with PayPal after sending all the proof and they advised to ignore any direct communication and deal via the claim on PayPal
Comments
Keep him blocked and wait until PayPal decides. Maybe send a reply to the guest ticket that PayPal will decide this and you will wait for their decision.
First report him to FraudRecord database.
If you spent significant time with PayPal resolving the issue, than just do it and claim the payment and close this account.
There could be second option, asking the client to close the dispute and you activate his account. (You could enforce small fees if needed for wasting your time)
Web hosting is not covered by paypal buyer protection. So one thing that chargebacker can do is to mark "unauthorized transaction" and push via that venue. Any other reason eventually will fail him and favor you as a service provider.
You have already won the dispute, as the client provided a fake reason for the dispute. If there are any changes in dispute after proof is provided, it is even better.
I recommend communicating through PayPal and keeping his account closed.
Really?
I have some experience with disputes on PayPal about VPS exit-scams. In my cases they decided refund.
Try this trick with normal provider. When you pay paypal write that this is not covered by buyer protection. Virtual goods never was under protection.
Add him on Fraudrecord and handle the dispute at PayPal.
He has proven to have zero patience, and zero effort to manage his own shit.
Even if you solve the issue with him personally, and he cancels the dispute, he will still hate you and treat you like a shit, and likely will make tons of tickets for simple questions and if you ignore one of them, he will chargeback again.
It's not worth your time.
What proof did you send to Paypal. It all depends on it, whether you win the dispute or not.
As others have said: FraudRecord is great. Recommend adding.
My personal opinion: hammer down, foot on gas pedal, assault through.
If/when someone like this opens a PayPal chargeback I always see it through to the end. While they can “change the reason” (I thought PayPal didn’t allow this, but it seems if they retract and recreate it they can) it usually can be patiently pointed out to PayPal staff. I’ve generally had surprisingly favorable outcomes with PayPal. People that use chargebacks as a normal daily business extortion tool should be punished like the misbehaving children they are—I would block them and immediately delete all their tickets without a second thought.
I think it depends on the buyer's account worth as well. In the last 10 years i created my first paypal dispute after repuc instructed me to do so saying they wud approve it from their end once it was highlighted to them via paypal. But lo and behold I was refunded right away by paypal (without even asking repuc) after just submitting the dispute. This was way before all the vps went down and repuc had a physical accident.
Gotta love people who are the cheapest and then can't figure out how to use a product.
Depends where you trading as in EU / UK the FraudRecord database is against GDPR. Provide as much evidence to PayPal to support your case and explain that digital service was delivered.
Just do this. PayPal can be slow sometimes but as long as you are prompt and address any of the clients claims with evidence you will win.
Fuck the GDPR
Just a update, paypal decided this in my favour and closed the case.
Would you reinstate their hosting account or just remove it and leave them to target another provider ?
FraudRecord database is on auto-pilot and @Harzem as good as dead. People are trying to get in touch with him for months if not longer.
It would be extremely irresponsible to use it. Just sayin'
Perfectly alive and well. It's correct that the database is on autopilot because I haven't made technical updates, but I'm keeping an eye on it at all times. I also respond to tickets about issues, but not every "I've been reported
" tickets. I get a lot of fraudulent "disputes" from butthurt people, but I respond to hosting companies and their questions.
It's great to see some sign of life finally. So I will contact you again - most likely for the 5th time or so.
remove and ban, don't let them get away with trying to harm your business.
Remove and ban and report on Fraudrecord for chargeback.
Don't leave access to such a person, especially after winning the dispute. He can just fuck you over by abusing it somehow.
Tell him he must cancel the PayPal dispute if he wants you to entertain his request.
PayPal will refuse the dispute even if the customer claims he ordered web hosting and never received any service or account?
I was asking for the communities view as I am quite a new seller here and the last thing I need is bad feedback but most seem to think the same as I first thought, just remove his account and block his tickets now that PayPal have closed the case.
Even if it's on auto-pilot, why is it irresponsible to use?
PayPal won't accept a second dispute after the customer lost the first?
Case is closed. Nothing more to do here really.
No.
I remember thinking the same. Especially because most of our business was more B2B with ACH/wire transactions (and a bit more of a manual approach) prior to here. A lot of the issues encountered on LE-market just simply didn't exist for us before and nobody was really trained to think in the methodology of "How can they fuck us" rather than "How can we make this better". You'll find a balance yourself eventually, but don't worry about a 'bad review'. If you acted in a way you felt comfortable with throughout, they have no power over you. You're honestly more likely (via FraudRecord or similar) to actually get them booted/banned from other hosts pre-emptively
I have seen a lot of posts here, someone posts a bad review/feedback and suddenly lots of people who have never used the provider suddenly give their opinion and that bad review will turn into a provider becoming a outcast on the forum. I did not want to act and boot him from the services now that PayPal closed the case in my favour, they decide to make a thread and I would be a outcast before I have started to even sell services here fully.