We know cases are inconvenient. Here are several actions you can take to help prevent them from happening in the first place.
From quick responses to clear policies, here are a few things you can do to help keep customers satisfied in order to avoid cases.
By providing an email address or phone number, you give customers the chance to come to you with an issue before disputing a transaction.
Make sure your return and refund policies are easy to find and understand.
No one likes to wait. Respond to all reasonable customer inquiries quickly and professionally.
If a customer tells you that they’re going to file a chargeback with their card issuer, ask them to open a case in the PayPal Resolution Centre instead. This will give you and your customer the chance to work things out.
If you anticipate an issue that might affect customers, let them know by posting a message in the Resolution Centre using our Customer Service Messaging feature. For instance, if you know shipments will be delayed due to inclement weather, post that information so customers know the information before they dispute a transaction.
One way to help avoid cases is to understand some of the most common problems that lead customers to file them. These problems typically fall under three categories:
See if your sales are eligible for Seller Protection, which comes included with your PayPal account. If you meet all the requirements,* PayPal can help protect your online sales and minimise losses due to claims and chargebacks at no extra cost.