26 May 2006 | 12:00PM EST
This week PayPal have launched a dispute resolution process to help sellers and buyers communicate to resolve problems when an item was paid for with PayPal. For eBay members, this means that all Item Not Received disputes involving eBay items paid with PayPal will be directed to the new PayPal Dispute Resolution process.
Communication before claim escalation
The new PayPal Dispute Resolution process offers a number of features to help buyers and sellers resolve their transaction problems. These include:
- Tracking all dispute and claim activity in one location – the PayPal Resolution Centre
- A Customer Service Message box sellers can use to target buyers with important messages, such as shipping times and other policies, before buyers can escalate the situation to a claim
- Buyers and sellers can communicate directly by posting messages back and forth in the Resolution Centre
- Easy buyer access to updated tracking and delivery information
- Automatic email notifications for sellers when new disputes are created
How it works
When a buyer opens a dispute in the PayPal Resolution Centre, they can read any customer service messages left by sellers about transaction issues such as shipping times. Buyers will have up to 45 days from the date of payment to open a dispute and up to 20 days after filing the dispute to escalate to a claim (disputes not escalated to a claim after 20 days will be automatically closed).
To open a dispute, please follow these steps:
- Log into your account at https://www.paypal.com/au
- Select the Resolution Center tab.
- Click File a dispute
- Enter or select the PayPal transaction ID for the transaction you would like to dispute
- Review the transaction information and select a reason for opening the dispute
- Enter in the details of the transaction and initiate communication with the seller in the Compose Message to Seller box and click Continue
When a dispute is filed, a temporary hold will be placed on the funds if the payment amount exceeds $100 AUD. Funds on hold are not available to a buyer or the seller.
Regards,
The PayPal Team
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