The PayPal Buyer Protection is a service provided by PayPal. It protects customers who pay for goods or services using PayPal in the event that they do not receive the goods or are not happy with them.

Customers who pay for their purchase on Digistore24 using PayPal have the option of opening a buyer protection case with PayPal for each transaction.

Customers can give various reasons for this:

• Item not received
• Item does not match the description
• Unauthorized transaction
• Charged despite cancellation/termination

For a digital product, we (Digistore24 as the customer’s contractual partner) must provide evidence that the delivery of the purchased product has taken place.

Data required by PayPal

The following information must be visible on the proof so that PayPal can check it:

• the proof clearly refers to the buyer and to the order, e.g.:
  • The associated Digistore24 order ID(s)
  • The email address and full name under which the purchase was made
• the proof demonstrates that the buyer has received the product, e.g.:
  • Journals of logins and accesses
  • Emails with the buyer
  • Proof of provision of the access data, the membership link, or download
  • Shipment number and postal address of the customer and the sender for shipping products. Furthermore, it is sometimes necessary for us to provide a return address, otherwise we will not be able to send a reply

Automatic proof

It is ideal if this information is visible in Digistore24:

• Member area:
  • Happens with:
    • ⧉ Digibiz24
    • DigiMember (from version 3.9)
    • ⧉ Coachy 
    • ⧉ Funnelcockpit
    • ⧉ Mentortools
  • If you use another member system, it can log the access via the API function logMemberAccess
• Download:
  • Happens when you use the download vault
• Shipping products:
  • Happens when you transfer shipping information to Digistore24

(See automatic proof in 0-day return policy.)

In these cases, we can provide proof directly to PayPal.

If this information is not available via Digistore24, we must request this proof from you.

PayPal sets a deadline for the proof - usually 10 days. However, as PayPal cases are not processed on the same day, the deadlines may vary and are sometimes significantly shorter. It may happen that we set a 1-day deadline in order to obtain clarification from PayPal before the end of the deadline.

Attention
 

In the event of a buyer protection case, it is no longer possible to communicate directly with the customer. The proof is sent to PayPal itself. PayPal checks the evidence and PayPal ultimately decides whether the case will be decided in our favor or in the buyer’s favor.

This means that there is usually no point in requesting a subsequent delivery, e.g., for shipping products. There is still a risk that the customer will not resolve the dispute themselves even after receiving the goods, and the refund will still have to be made.