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
- Item/service not received.
- inconsistent description of product/service, the item/service is not as described.
- unauthorized payment.
- 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
- Shoplazza admin > Orders > Paypal dispute to overview all dispute order information including dispute type, status, and specific reasons for the dispute.
- Select to review specific information of the order.
- 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.
- 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 .
- 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:
- 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