PayPal Cases: What are they and how to prevent them
On top of being inconvenient, cases can also be detrimental to the reputation and growth of your business. Read on to find out how you can prevent cases even before they arise.
As a business owner, managing customers’ expectations is part and parcel of running a successful venture. It’s crucial to keep your customers satisfied throughout their purchase journey. However, when an order goes wrong, customers may open a case and that can adversely affect your business.
What are the types of cases?
The types of cases that customers would usually file are: disputes, claims, and chargebacks. Disputes and claims are filed with PayPal whereas chargebacks are filed externally by customers directly with their card issuers.
Tip: You can view and manage any existing cases any time in the Resolution Center by logging in to your PayPal Business account.
How do I prevent them?
Understanding the common issues resulting in these cases can potentially help you prevent them down the road. Here are some common issues customers face:
What are the extra steps I can take?
All cases can result in a temporary hold on transaction funds, so it is best to respond quickly. Informing your customers beforehand about common issues that they may face is essential in keeping them satisfied throughout their shopping journey.
Additionally, you can anticipate your customers’ needs and take preliminary steps as a seller to prevent cases altogether. An effective way to elevate your customer service and to prevent cases is by posting a Customer Service Message in the Resolution Center. You can inform your customers of any anticipated issues such as change in shipping fees or delayed deliveries.
More tips on preventing potential cases
- Provide contact information
Rather than disputing the transaction, give your customers an option to address the issue with you by providing details such as phone number or email address.
- Be responsive
Be mindful to respond to all reasonable inquiries quickly and professionally. The waiting game makes issues worse during the customer journey.
- Provide a clear return policy
Ensure that your return and refund policies are easy to find and understand. They should clearly describe the steps your customers should follow.
- Suggest dispute resolution
Advise your customers to open a case in the PayPal Resolution Center if they decide to file a chargeback. This will give you and your customers the chance to address the issue amicably.
Knowing how to manage customers’ expectations and providing great customer service through preliminary actions can help catapult your business further in this digital landscape. The PayPal Commerce Platform is all about helping you throughout your venture by providing security and convenience for your operations.