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FAQs about PayPal buyer protection cases

Below we answer the most important questions about PayPal buyer protection cases.

What costs are incurred if a decision is made in favor of the customer?

If a case is decided against us, we usually incur €14.00 in fees, which PayPal charges us and which we then pass on to you as the vendor.

What happens to the money already paid if PayPal decides the case in favor of the buyer?

If no refund is made by us before the deadline expires, the purchase amount will be charged back by PayPal. A chargeback will be entered in our system. In addition to the fees that PayPal charges us, there will also be chargeback fees.

Can an appeal be lodged against PayPal's decision?

Yes, if a case is decided against us, we have the opportunity to lodge an appeal and submit further evidence if necessary. However, there is still the chance that the decision will be made against us once again.

What evidence should I submit for a digital product?

It is ideal if this information is visible in Digistore24:

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

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
  • proof that the buyer has received the product, e.g
    • Logs of logins and access
    • Email correspondence with the buyer
    • Proof of the provision of access data, the membership link or download

What proof should I submit for a shipping product?

This information should ideally be visible in Digistore24:

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

The following information must be visible on the proof for PayPal to accept it:

  • 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.

What happens if I do not have a tracking number for my shipping product?

In this case, PayPal cannot see that the delivery has been made. Unless the customer closes the case on their own or confirms to us in writing that the delivery has arrived, PayPal always decides in favor of the buyer in such cases.

How does Digistore24 handle case processing?

If we are unable to view all important information via our system, we will open a ticket and write to you as the vendor about each case individually. Here we request the relevant supporting documents.

What happens if I do not respond within the deadline?

If we do not receive a response, including the requested proof, by the deadline, we will refund the purchase amount shortly before the deadline in order to avoid the additional fees charged by PayPal.

Will Digistore24 ask the customer again before refunding the amount?

If there is still enough time before the deadline expires, Digistore24 support will write to the respective customer and ask whether the goods have arrived or the service has been provided since then. If the answer is yes, we will send the corresponding communication to PayPal as proof.

Is the case always decided in our favor?

No, it sometimes happens that the customer's confirmation is not sufficient and the case nevertheless decided in the buyer's favor.

On what grounds are cases decided against us?

Reasons include:

  • PayPal does not consider the proof to be sufficient, e.g. there is no reference to the product, no product name or order ID is visible in the proof or it is not clear that the delivery has been made or the service provided.
  • The customer has entered different data in our order form than with PayPal, e.g. the customer pays using a relative's PayPal account or has used different email addresses for the purchase and payment.
  • We will not meet the deadline.