How many paypal disputes are too many?

[blaze]

I have had probably over 5000 transactions with paypal and not one credit card chargeback.

However, I have had a few outstanding issues/disputes with people debating paypal charges due to things like spam blocking software, not answering their emails 5 minutes after they send it.. that kind of thing.

If I can't get a hold of the user, I usually refund them.

I think I've only had maybe 2 or 3 cases where paypal simply sided with the complainer and deducted the amount out of my account. A couple of times, I guess it was ok.

Once I thought unfair, but 1 in 5000 times getting a loss payment I don't think is fair - pretty good, if you ask me.. Especially since my margins are thick and invidual payments are small.

So, to summarize, my ratio of disputes is probably 1-2/100 transactions. About 10 of those paypal had to conclude, and about 2-4 of those were not in my favor.

What is the summary of such an account? I am obviously always looking to improve my customer service and products, however I need to know if and when I should be looking for a different payment service in case paypal decides to shut me down.

Anyone have any knowledge or experience with this?

[blaze]

bump bump bump?

I'm really surprised I'm the only one having this issue..

[Lovejoy]

Hi Blaze,

I have had similar problems to yours, mainly with users of AOL and Earthlink ( your email gets bounced if you are not in their address box). I use the "return receipt' option on all of my email so I know exactly when my email hits their computer and file the receipt in separate folder just in case. That way I have proof the email went out and when they received it. Another thing to do is have a FAQ on your site that answers questions like
" Why haven't I received an answer to my request?"
with:

"All email enquiries are answered within ** hours, if you have not received an answer to your request
please check you email trash bin for our message
if you are using antispam software or email filters".

Or set up several email addresses for past problem areas such as, "shipping@don'tcomplain.com"
with autoresponders dealing with the topic.
It won't get rid of all the problems, but at least you're covered if the customer tries to claim you did not attempt to conatact them.

[Filipe]

I'm not completely sure about PayPal, but most good legit merchant service providers will require that you post several policies on your site (Terms of Use, Shipping Policy, Return Policy) and that they be reviewed by the merchant before they activate your account.

This is excellent evidence in your favor when a rabid customer turns on you. Saved me a few times in regard to disputes.

[blaze]

My problems aren't with customers. No chargebacks in 5000 payments is pretty good, I think.

My problem is with that some customers mistakenly dispute a transaction with PayPal.

I was just wondering what experience people have with dispute volumes.