Manage uncertainty, mitigate risk with a cross-border strategy

Jan 06 2021 | PayPal Editorial Staff

Toilet paper, face masks and disinfectant wipes. These weren’t the first items that came to mind for most online retailers at the start of the year. But they’ve become the defining shopping categories of 2020. From Wall Street to Main Street, every facet of the world's economies has been turned on its head. It’s a time that’s given all of us pause.

The Great Pause

While no one can be certain how all this will play out, there are some key trends to keep an eye on as commerce resumes and starts around the globe, and the world discovers its “new normal.”

macro-economic-snapshot
 

What’s still true

Even after the threat of COVID-19 subsides, the potential for external shocks like geopolitical events, trade wars, even new pandemics may continue to impact economies – and potentially your business. Pursuing a cross-border strategy now can put you in a stronger position to respond, both to the near-term developments we foresee and the longer-term events we can’t.

United-Kingdom-Overview
 

How a cross-border strategy can be a source of strength

From PayPal’s point as one of the world’s largest online payments platforms, they have seen the power of a smart cross-border approach in transforming small online businesses into vibrant international merchants.

lead-nurture-executive-summary

In times of economic uncertainty, a cross-border strategy can prepare you to take advantage of favourable conditions in specific countries and regions, making your business more resilient. For businesses seeking to expand their footprint internationally, this report will help you understand some of the most relevant seasonal, cultural, behavioural and technological differences that could give you an edge when breaking into new, unfamiliar markets.

Download the full 2020 PayPal Borderless Commerce Report below. Discover international opportunities in 12 key markets around the globe and understand the cultural and seasonal nuances that will help you connect with buyers in these markets effectively.
 

Download your report today.

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Use our interactive map to explore the countries and regions in our report.

2 PayPal commissioned Ipsos MORI PayPal Insights 2018. n=34,000, 31 markets. Online survey of adults (aged 18+) between March — May 2018.

Frequently asked questions.

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Item Not Received chargeback

Physical Item
When responding to an Item Not Received claim you can provide a tracking number as evidence that the customer received their item.
  • Be sure it can be verified online and shows delivery to the address the customer provided in the transaction details.
  • If the transaction is over $750 USD (or currency equivalent), signature confirmation must be included.
  • If the online tracking doesn't show delivery, you’ll need to upload a document from the postal company confirming delivery.
Service/Virtual Item
If the buyer says they didn’t receive the service or virtual item, you’ll need to provide evidence that it was delivered, used, provided, or the service was completed.
  • The evidence must be linked to the buyer (i.e. name, address, email address, PayPal transaction ID, or some other identifier that we can find in our transaction details - such as an invoice ID).
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  • The evidence provided must come from sources or procedures already in place and must not be created ad hoc in response to the claim.
  • Provide any evidence or other relevant information that verifies the receipt of the item or completion of the service.

Unauthorised Chargeback

Physical Item
When responding to an unauthorised chargeback, provide a tracking number:
  • Be sure it can be verified online and shows delivery to the address the customer provided in the transaction details.
  • If the online tracking doesn't show delivery, you’ll need to upload a document from the postal company confirming delivery.
Service/Virtual Item
When responding to your chargeback, provide evidence that the virtual item was delivered, used, provided, or the service was completed.
  • The evidence must be linked to the buyer (i.e. name, address, email address, PayPal transaction ID, or some other identifier that we can find in our transaction details - such as an invoice ID).
  • The evidence must clearly show the fulfilment of the transaction and that the customer either benefitted from the transaction or had the opportunity to do so in accordance with the terms and conditions of the service.
  • The evidence provided must come from sources or procedures already in place and must not be created ad hoc in response to the claim.
  • Provide any evidence or other relevant information that verifies the receipt of the item or completion of the service.

Merchandise Chargeback

When responding to a merchandise chargeback provide the following information:
  • A short (one or two sentences) overview of your business model and process.  
  • A response based on the chargeback reason, describing why the chargeback is unwarranted and a refund isn't due. Provide details of the terms and conditions the buyer agreed to when making the purchase that apply to this situation.
  • Any documentation (including pictures) that would be helpful when determining the outcome of the claim. Please don't send stock photos.
  • Any correspondence you had with the buyer in question as they attempted to resolve the issue directly with you.

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Note:

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