What is the PayPal section about?

In the PayPal section, users are able to deal with any PayPal dispute opened by customers. Specifically, they can:

Where the PayPal section is located?

1. Log into CRM and go to the left-side menu

2. Scroll down and click on Disputes

3. And then on PayPal.

How the 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

• (Customers') Email

• Order Number

Open

or group them according to their:

• State:

  Open

  

• Status:

• Life cycle state:

• Channel:

  • Internal: The customer contacts PayPal to file a dispute with the merchant.

  • External: The customer contacts their card issuer or bank to request a refund.
    
    

• Account: in this field are listed all the PayPal MIDs registered in CRM, for which users can check if there are any disputes.

• Owner: in this field are listed all CRM users, and by picking one, all disputes worked by the user will be listed below.

Assign cases to another user or to him/herself

1. Tick the checkbox on the left side of each dispute

   
   Or click on the right-side button

2. Click on the Assign Owner button and pick a user to whom the dispute(s) will be assigned.

   Otherwise, click on the Become Owner button to assign to yourself the cases

Place an Order

1. Click on the + Create new button

2. Users are redirected to the New Order page.

3. Fill in all details requested on the page

4. Hit the Place an Order button.

Open a case and take action on the PayPal Dispute Details page

By clicking on each Case Id

users are redirected to the PayPal Dispute Details page.

The PayPal Dispute Details page and how to reply to disputes

Please find attached below a description of each feature of the PayPal Dispute Details page that can help users to deal with customers' disputes.

PayPal Account

Two pieces of information are available in this area:

• The Name of the business

• The company email address, where the disputes are received (see the below example)

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

which will then pops up on the user's CRM section Disputes>PayPal - My Cases

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)

Customer & Order

In this section are unveiled the Customer and order details, for example, the 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)

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)

Additional details are available by clicking on the i button

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

Delivery Address

The customer shipping address is listed in this section

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