I’d like to share my story with a subscriber to my online whiteboarding service. I’m writing this post with the intention to raise awareness of other sellers who may feel that PayPal’s disputes and claims are affecting them negatively.

 

In my case, I had a subscriber who – after accepting a recurring payment structure and signing up for the whiteboard for teaching service– used the service on a regular basis. As what I offer is an online service so there’s no proof of delivery other than an email to the subscriber from Paypal that the signed up for a recurring plan and a system email from my email account to the buyer that informs them about their accounts’ level (free or paid) including their email address. As it turns out, Paypal doesn’t accept these timestamped emails, nor any export or screenshot from a database as proof of delivery of service.

 

After months of the buyer repeatedly using the service and paying on a monthly basis he opened a dispute saying he never used the service which is opposite to the truth. Keeping in mind that using information freely available for him at the service’s general website, the Terms of Service and even during the checkout https://ziteboard.com/pricing/ and also communicated through the online service itself he could have canceled the subscription any time which he didn't.

 

As I do with any issue I’m approached with I’ve provided all the proof that I have on file for both the buyer and Paypal to make sure the issue is handled the best way possible. At all just claims, I issue refunds to build a lasting positive relationship with subscribers who will be happy to sign up again when they need to use the service. I'm always constructive, positive and communicative in all cases and disputes, and I'm not hesitant to issue a refund when the claim is valid, however, this was way far from that.

 

As the dispute had been escalated to a claim I’ve rephrased the message and provided again all proof that not only had the service been provided but it had been repeatedly used by the user but still Paypal decided in favor of the buyer and collected months value of the subscription in question from my account and refunded it to the buyer.

 

 

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