(this is a follow-up on this previous entry)
I’ve been mailing back and forth with both PayPal and Steam and if you wonder which one is the most reliable and customer-friendly, then read the rest of the story.
Both parties were very clear from the beginning:
Steam: “If the account holder is unable or unwilling to drop the dispute and let the PayPal know that the purchase is valid; and in turn have the funds returned to Steam then we will not be able to reactivate the account”
PayPal was too… oh wait no; they weren’t:
Sometimes, PayPal intercepts payment for investigation. This has happened
with your payment as well. Because PayPal saw this payment as too much risk
to send to the seller, PayPal decided not to let the payment through.
Unfortunately, due to safety reasons and database protection, we cannot
provide you with a clear reason about why the transaction has been
reversed. Our apologies for this inconvenience. You can however try to pay
the seller again.
You can read that as: “Yes, we fucked you over but will never be able to tell you why”. Say whatever you like but that sounds pretty goddamn random to me. So, PayPal clearly stated later they weren’t unable (or willing, I’ll never know) to reopen the dispute or reverse the chargeback so the only direction I was headed was the goodwill of Steam, and boy did I get lucky. I told them how ridiculous the whole case was: how a verified PayPal account that I’ve been using for years, had seen many thousands of dollars/euros pass by, and never even the slightest dispute, was suddenly selected for review and had a payment reversed. The person from support (wish I had a name for him but it just said “Support”, sorry) was very helpful:
Hello Giel, I have contacted PayPal directly on your behalf regarding your case. I need to confirm with them that they have verified your account and that the PayPal account was not being used fraudulently. If that is the case I will talk to my supervisor and see if we can make an exception in your case.
There’s a word I love: exception. The reply I got today was the best:
Hello Giel, I have heard back from PayPal and confirmed your account status with them. Our standard policy is to have PayPal reverse the chargeback before we reactivate your account. Since this is not an option in your case, I have had a discussion with my supervisor and gotten approval to reactivate your account with the expectation that you repurchase the chargedback title within the next 5 days.
Needless to say I picked up my credit card and not my goddamn PayPal account and played a long overdue game of Bad Company 2 Beta… and it still rocks. Can’t wait for the full release!
Moral of the story is: PayPal is okay, until you get in trouble, they’re not there to fix it and you’ll be subject to the goodwill of the other party, in this case the company with the best support: Steam!