December 9th, 2006 by guide
I recently purchased some software from WhiteSmoke, a software company. As is the norm with software purchases today, I downloaded the software online. Within 24 hours, I had trouble with the program. I emailed support and failed to get a response.
I even called their customer support line, only to be told to leave me EMAIL address so that they could get back to me. At that point, I contacted Paypal and filed a dispute.
When that failed to formulate a decent response from Whitesmoke, I tried to get Paypal to step in and issue a refund. At this point, it was about two weeks from the purchase. Paypal informed me that they only protect items that are SHIPPED. Downloaded items are not protected.
I was unaware of this. This made me realize that all those online programs (i.e. survey lists) that are being sold online that advertise “paypal protection” are wrong. If you are dissatisfied with the product, you will have to rely on Clickbank and the manufacturer to issue you a refund, Paypal will not.
Now, to give Paypal credit, they did contact the company and issue them a warning. Basically, they put pressure on the company to give me a refund. This happened to work. (You have to talk to a supervisor to get them to do this.)
I have been doing interactions with Paypal for over three years, and I never realized how much of the fine print I had not read. I would have been safer in this case to use my credit card to make a purchase rather than paypal.
Live and learn, right?
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