More Suggestions: Pick up the phone
One of the best ways to deal with transaction problems is to simply pick up the phone and call your buyer or seller. Many problems can be worked out with a simple, friendly, one minute phone call. I’ve seen many issues where a buyer and seller have exchanged a dozen angry emails without finding a solution, but once they get on the phone, they work it out quickly. eBay will give any buyer or seller the phone number of their transaction partner – just visit
Link Fill in your Customer Service Message Sellers should definitely take advantage of PayPal’s new Customer Service Message functionality to proactively message buyers who want to open a dispute. This message from the seller appears in front of the buyer right when they begin the filing process. Sellers can use the message to inform buyers of temporary delays (maybe as a result of weather or shipping problems) or to provide suggested steps for the buyer to go through before filing (including a phone number to call, web form to visit, etc.) To post a Customer Service Message just log into your PayPal account and visit My Account > Profile > Selling Preferences > Customer Service Message. You can see a sample message on that page and enter whatever text you’d like.
Use PayPal Shipping I’ve said many times that the number one dispute resolution mechanism on PayPal is our shipping functionality. The most common buyer problem on PayPal is concern about an item that has not arrived. When you ship with PayPal, your package gets free delivery confirmation, which can go a long way toward addressing buyer unease. Your buyer will get an email when you purchase the shipping through PayPal, and when they try to file the dispute, the tracking number for your package will automatically be checked with the shipper’s online tracking system and the results will be shared with the buyer. Many buyers decide not to file claims as a result of seeing this information. To get to the shipping center, type
Link into your web browser. Then log in to your PayPal account. Once you have logged in, you will automatically be taken to the Shipping Center page.
Must use Buy It Now and PayPal.
. Before we get into it, let me post a couple of helpful links, followed by a few suggestions for how to address disputes – regardless of where they occur:
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