PayPal Dispute Process

by ONELIVE Webmaster
PayPal Dispute Processes-
  1. Sign in to PayPal using the log in credentials provided by your manager.
  2. Click the Resolution Center icon to view all disputes in PayPal.
  3. You will see a page with a list of orders, these are all open disputes.
  4. Click the Requiring your action link in the box at the top left corner of page.
  5. NOTE: THIS LINK WILL BE IN RED.
  6. This tab contains all the disputes that have been escalated to claims, and have become a priority.
  7. Click the Respond button under the "Action” column inside the order row to respond to the dispute.
  8. Once inside the order you will have a list of options on how to respond to the customer.
    • Issue the buyer a refund for the disputed amount of $129.25 USD. The buyer can keep the item(s). or
    • Issue the buyer a refund for the disputed amount of $129.25 USD. The buyer must return the item(s).
    • Note:Do not select this option for virtual/intangible items or services.
    • or
    • Offer the buyer a partial refund in an attempt to close this claim. Provide proof that the buyer has already been refunded. or
    • Disagree with claim. "I would like to provide additional information."
  9. Choose the option that best fits the situation.
  10. Note:You may need to gather information from other departments to fully understand the situation. Be sure to have a full understanding before issuing refunds or responding to these claims.
  11. Once this tab is cleared out, or you are unable to answer any more of these disputes, click the Back to Resolution Center link at the bottom of the page inside a dispute, or click the Open Cases link in the box at the top left corner of the page.
  12. This page contains all cases regardless of priority.
  13. Click the Respond button in the order row under the “Action” column, whose status is open (These are just disputes that haven’t been escalated to claims)
  14. The customer’s message will be in the “Messages” box in the center of the page.
  15. You can either click “Accept the refund & close the dispute” Or
  16. Click “Don’t Accept – show other options”
If you don’t accept you will be taken to another screen. Here you will
  1. Offer a refund for a different amount.
  2. Deny this refund request but continue communicating with Thorsten Wilhelm.
  3. Escalate this dispute to a PayPal claim.
  4. Each option will allow you to further communicate with the customer.
  5. If you deny the request and continue communicating with the customer be sure to have a response ready to ask for more information or inform the customer about their specific issue regarding their order.    [alert style="danger"]NOTE: YOU ARE REPRESENTING THE COMPANY IN EVERY RESPONSE. BE PROFESSIONAL, COURTEOUS, AND TRUTHFUL[/alert]
  6. You may also run into the dispute that doesn’t require you to deny the refund request, but are simply a message box for you to communicate with the customer about their issue.
  7. Communicate back and forth until the customer issue is resolved.
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