How do I dispute a reversed payment?

Overview

In this article, you will learn how to dispute a reversed payment on a sale. 

BeatStars provides details that payment processing services usually require to dispute chargebacks. For example, we provide the timestamp and IP address information confirming if/when the customer downloaded the purchased file(s). We also provide the customer's email address and other important transaction details for you to reference to PayPal in such cases.

IMPORTANT NOTE: The following information will not guarantee that you will win the dispute.  Disputes are managed by PayPal and are handled on a case-by-case basis and per their discretion. Unfortunately, their processes and decisions are not within BeatStars's control. You may also want to contact PayPal for more information on how to best dispute chargebacks for digital goods via their services.

Solution

If a customer did a chargeback (reversed payment), you can perform the following steps:

1. Navigate to the following sections of your account and locate the invoice in question:
   Pending
   Cancelled
   
   
2. Click on the Invoice Number related to the specific order.
   
   
3. Check to see if the customer downloaded the purchased file(s). If so, you will see an IP address and timestamp of when they downloaded the respective file(s) underneath each track or sound kit that was downloaded.  
   
   
4. If the customer downloaded the file(s), please send the data to PayPal and dispute the chargeback. This should hopefully help you win the dispute.
   
   IMPORTANT NOTE: We also suggest physically mailing your customer a CD with the file(s) and license. Please track this package with a signature on receipt confirmation and send the tracking information to PayPal.  At times, PayPal needs proof that your customers physically received their goods.

Related Articles:
Why didn't my customer receive an email receipt with their files to download?