Please find attached below the topics discussed on this page:
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What is the Braintree PayPal section about?
In the Braintree PayPal section, users are able to deal with any Braintree PayPal dispute opened by customers. Specifically, they can:
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Where the Braintree PayPal section is located?
Log into CRM and go to the left-side menu
Scroll down and click on Disputes
And then on the Braintree PayPal
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How the Braintree PayPal section works
Search for a specific dispute case
By using the several search fields, users can easily locate a dispute by using:
Transaction Id
Case Id
Owner: in this field are listed all CRM users, and by picking one, all disputes worked by the user will be listed below.
Account:in this field are listed all the Braintree PayPal MIDs registered in CRM, for which users can check if there are any disputes.
(Customers') Email
Order Number
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Assign cases to another user or to him/herself
Click on the right-side button
Click on the Assign Owner button
Pick a user to whom the dispute(s) will be assigned.
Otherwise, click on the Become Owner button to assign to yourself the cases
Open a case and take action on the Braintree PayPal Dispute Details page
By clicking on each Case Id
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users are redirected to the Braintree PayPal Dispute Details page.
The Braintree PayPal Dispute Details page and how to reply to disputes
Please find attached below a description of each feature of theBraintree PayPal Dispute Details page that can help users to deal with customers' disputes.
Paypal Account
It displays the Merchant Id (see the below example)
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Owner
In this part is shown the name of the user that is currently dealing with the dispute case as well as it allows another user to assign to him/herself the dispute
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Dispute Information
In this area is displayed the dispute main information, for instance: the dispute ID, the creation date, the dispute amount, etc. (see the below example)
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Customer & Order
In this section are unveiled the Customer and order details, for example: customer’s full name, order number, etc.
Additionally, by clicking on the buttons View Order Info or View Customer Info, the user is redirected to either the Order page or the Customer Profile page (see the below example)
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Shipping History
In this area, users are able to see if there is any updated information about the order fulfilment, such as the Tracking number (see the below example)
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Additional details are available by clicking on the i button
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Tickets
If there is already any email exchange between the customer and the customer service team, the email(s) thread(s) are available in this area. To check them, users just need to click on the Edit button and the full thread will open up
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Delivery Address
The customer shipping address is listed in this section
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Messages
In this area, users can:
See any message sent by the customer and specifically related to the dispute
Reply to the Buyer by clicking either on the Message button or the Response button
Message button, users can send a new email to the customer, by filling in and typing the email in the tab that pops up:
Response button, users can reply to the customer email, by using the tab that pops up and:
Choose an option
Fill in the details and/or type the email (see the below examples)
or
or
Make an Offer button, users can make a proposal for:
Partial refund
or Full refund
Evidence | Dispute Actions
In this section, are listed all the evidence sent to the customer regarding the order. For instance the tracking number as proof of fulfilment
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