PayPal Dispute Orders Guideline

Introduction

Whenever a customer from your store thinks there is a problem with a specific transaction and payment of your orders is collected through Paypal, your customers will potentially file a client dispute case with Paypal. To ensure timely processing and convenience to handle these cases, we added a Paypal dispute orders feature. You may directly manage (filter, review, process) these orders on your Shoplazza storefront without further logins to Paypal.

Causes and practical cases of Paypal dispute orders

Causes:

  • Item/service not received.
  • inconsistent description of product/service, the item/service is not as described.
  • unauthorized payment.

Cases:

  • Client dispute:

If the purchased item/service has not been delivered or is inconsistent with the product description, a customer may file a Dispute case within 180 days after the purchase. The buyer may directly contact you via your Shoplazza storefront. For instance, the buyer may ask for a refund, return of an item, or rearrangement of delivery.

Within these cases, Paypal does not actively participate nor is directly involved with decision-making. However, with Paypal interventions, a seller or buyer must escalate the dispute to a claim within 20 calendar days after opening the dispute.

  • Claim process:

If neither the buyer nor the seller agrees to settle, either party may escalate the dispute to a claim within 20 calendar days after opening the dispute. When you escalate dispute to a claim , you are asking Paypal to make a decision on the claim in accordance with the terms of the PayPal User Agreement .

You need to escalate to a claim within 20 calendar days after opening the dispute or the dispute will be automatically closed. Once a dispute is closed, it’s not possible to re-open it or escalate it to a claim.

  • Credit card chargeback:

A chargeback is an action taken by a bank to reverse electronic payments. You may apply additional documentation of proof to file a dispute with Paypal. Paypal will represent you in negotiations with the credit card company, who makes the decision.

How to manage my Paypal Dispute orders

  1. Shoplazza admin > Orders > Paypal dispute to overview all dispute order information including dispute type, status, and specific reasons for the dispute.
  2. Select to review specific information of the order.
  3. On the actions page, you may refer to the timeline and respond to the other party in respect of dispute cases. The case will be closed automatically if the seller issues a full refund to the buyer at any point in this process. Seller may mark a case as "resolved" if both parties are satisfied with the results of the case.
  4. Either party may escalate the dispute to a claim within 20 calendar days after opening the dispute if you are unable to reach an agreement with the seller. Paypal will then make a decision solely in accordance with the terms of the PayPal User Agreement .

Status

  • All: All Cases
  • Unresolved: unclosed dispute cases
  • Awaiting for response: cases that need to be replied to.
  • Require other party's action: waiting for response from the other party.
  • Under Paypal review: Paypal will conduct a review and make a decision based on documentation of proof from both parties.
  • Appealable: You may make an appeal to the case within 10 days of the decision being made.
  • Resolved: Closed cases.
  • Select to view all information, including:
  • Case ID: unique ID for this case
  • Status: current status
  • Filing date: the time a case is filed and initiated by the other party.
  • Last update time:  the latest update time of a case.
  • Due date: Last valid date to process a case.
  • Amount: The specific amount involved in a case.
  • Action: to process a case.

To act on a case

You may act accordingly to different stages of a case:

Dispute case:

  • Sending a message to the buyer (initiater of this dispute)
  • Issue a refund
  • Escalate dispute to claim
  • Confirmation of returns

File a claim:

  • Accept the claim
  • Documentation of proof
  • Additional resources
  • Make an appeal
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