This has nothing to do with chargeback, if you refund within MBG period then how could they start a chargeback as they have been refunded.If the money back follow all rules - we refund without any questions.
You need to place this in your TOS and then if they do chargeback you will need to prove to paypal they have acted illegally and against your TOS which you would need to prove these were the TOS they had accepted and agreed tooIf we cancel services due spam or other illegal activity and client wants refund - we refuse to return the money.
If the user do chargeback by itself, we always process the PayPal dispute and almost always wins.
You may contest the charge back but most times if the payment was made from an account fraudulently you will have to make honor that charge back.
I have personally received "minor threats" but nothing as extreme as your case. We've had bad people use horrible language where techs informed me he needs to go...
The IP matching is vital in proving services rendered to clients who claim they never received services and matching things up such as emails. (Send emails to the same email used to place the order!)
Also, every order needs a confirmation that client agreed to TOS, AUP and SLA.
Confirmed PayPal accounts also help significantly in our experience with cc fraud.
What do you do if someone ordered the hosting, paid for it, they got the hosting, and then 5 days later they requested a chargeback, but they did not submit a ticket or request cancellation. Do you issue the refund and slap a fee for not attempting to contact you before making a chargeback, or do you just refund and move on. The reason why I ask this specific detail is. For the past few days I have been having those type of orders.
depends what you mean by Paypal Chargeback.
If they have cone through paypal resolution and stated
1) 'they never received the item' they you just dispute this with paypal and provide evidence that they have received what they ordered and used it.
2) 'unauthorised use of their account' then this is more tricky as paypal would have frozen the payment and given the buyer the money back.
i case 2 i would refund the money as its less hassle.
but either case i would immediately suspend the clients account and then email them giving them 48 hrs to reply and explain themselves or the account will be terminated, if they dont reply with 48 hrs then terminate their account and block the user and their IP'.
you should have it written in your TOS that any payment disputes will mean account suspension and possible termination without warning.
What do you do if someone ordered the hosting, paid for it, they got the hosting, and then 5 days later they requested a chargeback, but they did not submit a ticket or request cancellation. Do you issue the refund and slap a fee for not attempting to contact you before making a chargeback, or do you just refund and move on. The reason why I ask this specific detail is. For the past few days I have been having those type of orders.
Well so long they doesn't request on your site but it does on paypal it self then I will pay the user the full amount back. Only by abuse I am put their money back guarantee off and set it as invaild.
Whenever I encounter such situation, I will provide all the details to paypal according to their requirement. Meanwhile, I will try to contact the customer to clarify the issue with them, if they are not satisfy with our service and found they are right, normally I will request them to cancel the charge back and will refund it to them accordingly, or else, what we can do it just provide the necessary info/documents to paypal and let paypal to judge accordingly.
I have won most of the paypal disputes,the key is that you need add as much as proof you have against the customer be it customers IP/address,fraud details,spammer details .