- Feb 27, 2015
I've been there myself as an end-user where I needed to file a claim for extremely bad handling of add-ons by a well known developer, who I won't name but is quiet now.. and did so as he point blank refused to help on anything even though we're talking custom add-ons and paid over & above. But I would never personally do such a thing 'just because'.I don't know about Steve but at least on our end, PayPal has gotten a LOT better with actually reading & investigating the claim before just saying "eff it, give them the money back".
In the past, literally 100% of the time this would happen, PayPal would remove the money from our account and refund it, even if we had the proof that the customer was assisted. Not only that, but if the customer paid us by card, PayPal would also charge us the fee the card company charged them for the reversal, so we actually lost money. But in the past year, maybe year and a half, we started noticing a change. Now, more often than not the claim goes in our favour and if it doesn't, PayPal actually lets us keep the money while still refunding the customer.
You can say whatever you want about PayPal, but at least they've been good to us lately. Maybe it's an account age / number of valid transactions that pushed us over some form of threshold where our claims now receive attention by a human, I don't know.
Indeed it's my understanding that PP are now more supportive on chargebacks and ask for a lot more info now on both sides, but still it's sad to read that so many still try and get away with it. It's no different to stealing is it, as once the code is released - that's it, your work is out there.
FWIW with regards to add-on prices, I think it depends what it is and what the support is like and so on.
If for me it's a must-have feature then I don't usually think twice about the price.
If it's something I'd like but can live without, then I will usually think on it for a month or so.
However I will say that 9 times of 10, I have never refused to buy an add-on that I need/want based on the pricing structure. If you want it, it's good, the support is there - then surely you'd be happy to pay for it?
No different to anything IRL. You can have a cheap n nasty McDonald's burger, or a decent dinner somewhere nice.