Since PayPal is the payment gateway in Glopal's international checkout (which means that all payments are processed by PayPal; credit/debit card payments are supported and having an active PayPal account is not required from the buyer), you might encounter situations, where buyers will open disputes and claims within PayPal if they feel, justifiably or not, that they were wronged.
Below you can find information on what a PayPal dispute is and how to handle it.
What is a PayPal dispute?
A dispute is a tool provided by PayPal to buyers, who want to initiate a complaint related to a specific purchase/payment.
The dispute is the first step a buyer will take if they want to file a complaint.
Note: The amount in question might be made not available to you over the duration of the dispute.
What are the reasons behind opening a PayPal dispute?
PayPal allows buyers to open a dispute because of the following two reasons:
- Item not received
- Significantly not as described
Who are the actors in a PayPal dispute?
This part of the complaint process involves two parties only - the buyer and the seller
During an open dispute the buyer and the seller will be posting messages to each other in the PayPal Resolution Center in order to find a mutually acceptable resolution to the issue at hand.
How to respond to a dispute?
If a buyer has opened a dispute against you, you will be notified about it via email and a case will be created in PayPal's Resolution Center.
To respond to a dispute:
- Log in to your PayPal account
- Go to the Resolution Center
- Click View under Action next to your case
- Respond to the buyer by clicking Post Message when ready
Please remember, that at this stage you have an opportunity to resolve the situation without involving third parties.
Reply to the buyer and provide them with required information or evidence with that in mind.
What happens if an agreement is not reached?
If an agreement is not reached within 20 days and the buyer is not satisfied with the outcome, they will have an option to escalate the discussion further and involve PayPal directly by opening a follow up claim.
A dispute can be initiated by the buyer only, however a claim can be filed by both the buyer and yourself.