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3. Selling with PayPal > 27. Handle Merchandise Disputes Effectively

Handle Merchandise Disputes Effectively

Here’s what to do when a buyer disputes a payment sent to you.

If you’re a seller and a buyer has filed a claim against you [Hack #16] or initiated a chargeback [Hack #25] , you should respond online through PayPal’s Resolution Center within 10 days. If you don’t, you’ll forfeit your defense and PayPal will refund the buyer.

First Response

When you respond, you’ll be able to choose how to resolve the dispute from a menu of options, including disagreeing with the buyer’s claim.

Most claims involve nonreceipt of merchandise. Nervous buyers sometimes file claims before sellers have had a chance to ship merchandise. The most effective way to respond to such a claim is to promptly provide an online tracking number for your shipment. This allows the customer (and PayPal) to confirm that the merchandise was not only shipped, but also delivered to an address attached to the buyer’s PayPal account.


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