Paypal "Item Not Received Dispute:" a couple of questions

[text_connect]

So the buyer put in a "Item Not Received Dispute:" directly with Paypal without contacting us.



Am I correct to think that the 'dispute' status will have now blocked the download link so that he can no longer download the file ?



If there is no entry in the 'Download Info' column for that transaction is it reasonable to assume that the buyer has not tried to down load ?



Cheers



D.

[E-junkie_Monster]

That's correct, if there are no download attempts showing for a particular transaction that means the buyer has never even clicked on the download link for that sale, which does imply that the buyer did not get their download link for some reason.



We will disable a download link if PayPal completes the dispute process by reversing the payment. Have any other buyers had this problem or is this an isolated case? You can get this buyer's download link by clicking on the transaction ID within your transaction log, that will take you to the thank you page they should have seen after the order. You might be able to provide them that information directly to resolve the problem and get the dispute dropped.



Common misconfigurations that could result in a buyer not getting their download link are replacing our thank you page with one on your own site and/or disabling the emails that we send out after a purchase.

[text_connect]

All appeared to be working OK, with successful downloads of the product concerned. I've emailed the client offering help but with no response as yet. The lag between purchase and reversal was very short so perhaps they changed their mind.



The other odd thing that occurred at the same time is that we've received a couple of Google checkout payments from seemingly the same client, but nothing from e-junkie ? The price indicates a different product. We only sell this product through e-junkie.

[text_connect]

OK - so the Google stuff appears to be unrelated. Bad cards & declined payments.

[E-junkie_Guru]

It's probable that your PayPal buyer was actually using a stolen/hacked PayPal account, so as soon as the legitimate account holder realized a payment had been made from their account without their involvement, they contacted PayPal to dispute the unauthorized payment.



If you want to impede access to your actual product for such fraudulent buyers, you might consider redirecting to a Common Thank-you Page URL on your site (in Seller Admin > Account Preferences), so buyers would be unable to claim their download immediately following checkout and would need to wait to receive a thank-you email with a link to their E-junkie-generated thank-you page with download links. Thus, if a buyer using a hacked PayPal account does not also have access to the actual email inbox account for that PayPal Email address, they would be unable to obtain the download.

[weip]

Is it possible to make the number of attempts visible again?

I also received an "item not received" dispute from Paypal, with the buyer never contacting me. I gave him another opportunity to download which he apparently didn't use. Looks as if it is the money he wants not really the download.



Anyway, when I reissued the link for downloading, the record of the no. of download attempts disappeared. Can that be made visible/available again? I want to send this to Paypal, if possible.

[weip]

from

weip<br>Is it possible to make the number of attempts visible again?

I also received an "item not received" dispute from Paypal, with the buyer never contacting me. I gave him another opportunity to download which he apparently didn't use. Looks as if it is the money he wants not really the download.



Anyway, when I reissued the link for downloading, the record of the no. of download attempts disappeared. Can that be made visible/available again? I want to send this to Paypal, if possible.

[E-junkie_Guru]

Sorry, but re-activating a download link removes all record of previous download attempts for that link; we have no way to retrieve that data once it's been reset.



However, our understanding is that it would not carry much weight with PayPal anyway, as you could only demonstrate how many times buyer attempted to start their download. It is not technically possible to determine whether any download attempt was ever completed, nor to prove that they received a valid file that was not corrupt somehow, let alone that even a valid file was what they wanted or expected to receive for their payment.



You may find this related discussion of some interest:

http://www.e-junkie.com/bb/topic/4134

[text_connect]

Just follow up - I received an email from paypal saying the dispute is closed and the funds are now available to me as nothing has happened in 20 days.



All slightly odd. It will be interesting to see if paypal keep the fee they levied when the dispute was raised.



Thanks for your help on this