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 customer files a dispute with PayPal, the best approach is usually to work together to figure out what happened and decide on the best solution. Throughout the process, we’re here to help.
You have 20 days* to come to a resolution with the customer.
*Timeline is subject to change.
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 toward 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.