You can read more about how to respond to a dispute in our Help Center. If you can’t reach a resolution, either of you can escalate the case to a claim. After responding, you can work together with the customer on a resolution and the customer may close the case. Grow your business with our payment solutions, from online checkout to POS systems. Here is more information on how to provide the right documents for your case. PayPal for business has everything you need to sell online and in person. Communicate or respond back with how you had accurately described the product or service and ensure you respond to the case with relevant details. Significantly Not as Described For this type of case, you will need to inform the customer that the item or service provided is in line with what was promised to them before payment.If you’re selling intangible goods, it is important to ensure you keep full documentation of the delivery of service, such as proof of download or email receipts. Inform the customer of the expected delivery times so they know when they may receive it from the courier. If you shipped the order, share the shipping receipt or online tracking order with your customer. If you’re selling tangible goods and you haven’t shipped the order, share an explanation of why it hasn’t been shipped and offer a refund if necessary. Item Not Received For this type of case, you will need to share any relevant information and explain how you delivered the item or service.Here are tips for responding to your dispute based on the issue: We recommend you respond as quickly as possible, as delaying makes it more likely the customer will escalate the dispute to a claim.
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