We provide details that PayPal/Stripe usually require to dispute charge-backs. For example, we provide the time-stamp and IP Address information confirming if/when the customer downloaded the file(s). We also provide the customer's email address and other important transaction details for you to reference to PayPal/Stripe in such cases.
IMPORTANT: The following information will not guarantee that you will win the dispute. Disputes are managed by PayPal/Stripe which they handle on a case-by-case basis and per their discretion. Unfortunately, their processes and decisions are not within BeatStars' control. You may also want to contact PayPal/Stripe for more information on how to best dispute charge-backs for digital goods via their services.
If a customer did a charge-back (reversed payment), you can perform the following steps:
1. Navigate to the following sections of your account and locate the invoice in question.
2. Then click on the Invoice Number related to the specific order.
3. Check to see if the customer downloaded the file(s). If so, you will see an IP address and time-stamp of when they downloaded the respective file(s) underneath each file(s) that was downloaded.
4. If the customer downloaded the file(s), please send the data to PayPal (or Stripe depending on the buyer's payment method) and dispute the charge-back with that respective service. This should hopefully help you win the dispute.
For more information, please see the following blog post.
IMPORTANT: 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/Stripe (depending on how the customer paid). At times, PayPal and Stripe need proof that your customer physically received their goods.