![]() It’s our way of making sure the funds are available to be released to the correct party and that if you do choose to (or need to) refund a payment, the refund won’t impact your cashflow. ![]() In most cases, we’ll also place a hold on the transaction amount until the dispute is resolved. We’ll email you when a buyer opens a dispute. Our dispute resolution processes are designed to protect both parties through the process until an agreement is reached. PayPal’s dispute resolution process The Resolution Centre is a portal through which buyers and sellers can communicate to resolve any issues. For example, if you post a message that says, “All shipments are currently delayed due to the Melbourne bushfires,” you give your customer an opportunity to understand the situation before they proceed with a dispute. Add messages to the Resolution Centre that your buyers will see before they can open a dispute. If you give the customer a break today, you may open the door to more business opportunities tomorrow. If your patience is wearing thin, resist the temptation to give your customer a piece of your mind – it will only make it harder for you to come to an agreement with them. This early show of mutual respect should make the rest of the conversation more productive. Make it clear to your customer that you want to find a resolution and they’ll usually reciprocate. Remember, many disputes often arise as a result of miscommunication and simple human error. ![]() Begin the conversation with an open mind and listen to what the customer has to say before making any assumptions. Our top tips for successfully communicating with customers By resolving disputes early through open communication, you can help prevent holds from being placed on funds in your PayPal account, and it goes a long way to keeping your customers happy and building their loyalty. How do I resolve a dispute? In most cases, the easiest way to settle a dispute is for buyers and sellers to connect, figure out what happened and agree on an appropriate resolution. The customer claims the purchase was made without their consent, possibly with a hacked account or stolen card. It might be that they received the wrong thing, what they received isn’t working, or the description or photos weren’t clear enough to set their expectations. The item or service they received is significantly different to what they ordered. The customer hasn’t received the item or the service hasn’t been provided. Disputes generally fall into one of three categories: ![]() So what’s a dispute? A dispute is a customer’s way of telling you there’s a problem and asking to work with you to resolve it. ![]()
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