July 27, 2011 at 4:56 pm #3909
I am selling digital goods. The estore plugin does a great job catching Paypal scammers before they can actually get their download link, but it’s the third time this quarter that someone buys several downloadable products, get their links, then initiate a payment reversal at Paypal stating that the transaction was made without the account holder’s knowledge.
There’s nothing to do other then refunding money since Paypal want a proof of delivery.
Of course there is nothing a plugin can do to prevent this, but does anyone have any tips on how to restrict the problem? Basically they can get whatever they want from my site without paying!July 27, 2011 at 7:58 pm #34775wzpModerator
Would PayPal accept the log files as “proof?”July 27, 2011 at 8:26 pm #34776
No I asked the first time, they want a courier or post office receipt. I told them it was intangible goods, they answered please provide courier or post office proof of delivery… like talking to a wall!
The problem is also that this same scammer can make another purchase in the future and still get the downloads today and money back tomorrow. I do not live in USA so no Paypal seller protection apparently.
I have just registered with 2checkout although I don’t think it will make much of a difference with dodgy chargebacks like this.
Looking forward to a future release of eStore with Google checkout, maybe they offer better protection who knows.July 28, 2011 at 12:23 am #34777amin007Participant
Sometimes a PayPal account holder’s account can get hacked and in situations like that PayPal prefers to give the money back. I like PayPal but their policy on chargebacks and reversals is not the best for a seller. However, you should be able to fight in most cases. If it is a dispute, you should be able to easily fight that and win it given you are on the right.
You can also block this customer’s IP address in your htaccess file so he cannot use your site anymore in the future. Every eStore transaction has an IP address of the buyer attached to it.
I have heard that Stripe and Authorize.net are pretty good on this front.
By the way, if you think Stripe or Google Checkout will help then we do have a module for thatJuly 28, 2011 at 11:24 am #34778
Amin blocking the IP address is a great idea, I will look into it – in fact, I was thinking that some kind of blacklist would be useful. Having Google Checkout is good too.November 30, 2011 at 6:08 am #34779travin69Member
Have you considered using Kunaki to burn your digital goods to. They ship within like 48 hours and could give you the shipping docs you need to fight the chargebacks. You would also qualify for seller protection since you are selling “physical goods”. I use this on several websites.
Some other options to piss people off that chargeback:
Capture their ip address and contact their ISP. Tell them that someone from that IP committed fraud against your company and you suffered a monetary loss. Many times the ISP will shut down the user at that IP. It only takes about 3 complaints before their internet gets dropped for good.
I have also filed police reports for theft before as well. It works as the police do use ip address, logs, and can contact the ISP for proof. Most of these idiots don’t mask their IP well enough anyways.January 5, 2012 at 5:13 pm #34780mcarp555Member
I have the same problem, and the losses are now up to $250. I’m using v4 – does it have the IP capture option, or do I need to upgrade?
Also, what about an option to ban a customer by IP or email, so they can’t come back again?January 6, 2012 at 5:11 am #34781adminKeymaster
Yes, eStore now captures the IP address of each customer (You can access this information from the “Manage Customers” menu. If you are using v4 you should upgrade to a more recent build:
It is best to do the IP address block in the .htaccess file so this user can’t even access your site in the future. We do a plan to introduce an email blacklist option in eStore in the future.January 6, 2012 at 4:58 pm #34782mcarp555Member
I have upgraded to the current version, and have blocked the IP in the .htaccess file.June 5, 2012 at 4:13 pm #34783
I am having a similar issue. What do I need to type in the .htaccess file for the IP to be blocked?
Thanks.June 5, 2012 at 4:37 pm #34784
Also, how do I find my .htaccess file?? Sorry, if that’s a strange question, but I can’t see it in my public_html folder. Thanks for any help you have!June 5, 2012 at 5:16 pm #34785wzpModerator
the .htaccess file, because its name begins with a period, is treated as an “invisible file name.” Depending upon how you are viewing the directory contents, you may have to specify or change a setting to see the file. Of course, since .htaccess is an optional configuration file, there is also the chance that it simply doesn’t exist yet on your server.
The .htaccess files cascade; meaning that the top most file controls all subdirectories, unless overridden by another .htaccess file in a lower directory. This allows you, for example, to permit certain IP addresses to access some directories but not others.
To setup IP address blocking, using the .htaccess file, please see…
For more information on .htaccess files, please see…June 5, 2012 at 11:31 pm #34786
Thanks wzp. You guys have amazing customer service!June 8, 2012 at 5:01 pm #34787Leopold BucowskyMember
OP, I have only read the first post. I have never been aware that people can get Paypal to refund because of a digital downloads. I am 80 per cent sure that paypal DOES NOT offer ANY buyer protection for digital downloads. You can’t lose anything, unless you agree to refund them regardless.
here’s some info from another forumJune 8, 2012 at 5:06 pm #34788Leopold BucowskyMember
in other words….paypal protects the buyer only for tangible goods, not for intangible ones such as web services, downloads, ebooks, mp3’s, etc
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