Cases can happen to any seller. Our goal is to make it as easy as possible to respond.
If something goes wrong with an order, a customer may open a case. Common types of cases are disputes and claims, which are filed with PayPal, and chargebacks, which are filed with the card issuer. All cases result in a temporary hold on transaction funds, so the best approach is to respond quickly.
When a dispute is filed with PayPal, we allow time for you to work with the customer to resolve the issue amicably.
It’s best to respond to the dispute with your customer as soon as possible before it turns into a claim. In situations where the seller doesn’t respond quickly, customers typically escalate their dispute to a claim after about 4 days. However, a dispute can be escalated to a claim within 20 days* from when it is filed.
*Timeline is subject to change. The buyer or seller may choose to escalate the dispute to a claim earlier rather than wait 20 days. If there is no response after 20 days, the case will be closed.
Disputes filed with PayPal
Claims filed with PayPal
Chargebacks filed with the card issuer
Cases can happen to any seller, and handling them well can go a long way towards keeping customers happy. Here are a few tips for communicating effectively throughout the process.
Begin conversations with an open mind and listen patiently. Many problems result from miscommunication or a simple human error, and this
is your opportunity to clear them up.
Take a proactive, friendly approach to resolving the issue and resist the temptation to let communications become negative as this can make coming to an agreement harder.
Let your customer know you want to find a resolution – they likely want the same thing. Showing mutual respect can help set the stage for a positive and productive conversation.
Give your customer a break today and you could open the door to more opportunities tomorrow.