Paypal

If there is a claim in Paypal we receive an email in the solveronline@gmail.com inbox

The email with the claim is forwarded to the responsible CSR. If you receive an email

• Open paypal (login in 1password)

• Click on activity (activiteit)

• Click on pending issues (openstaande kwesties)

• Click an issue open

• Click on gegevens kwestie to see all the details

• Read the complaint of the customer, check Robin, Magento, Monta and reply in Paypal. ( in most cases the customer also complaints via phone or email and is there already more information available in Robin) You solve the issues as you would also solve and investigate it if the question would come in via Robin

  • possible questions

    • Did not receive the object

      • Then, the customer has not received the order. It could be that it is returned, or perhaps it is still in transit. Handle this situation the same way you normally would, but also update it in PayPal by adding the tracking information. 

    • Object does not meet the description

      • This is usually a customer who has an issue with a product, which could be transport damage or simply a common problem we encounter, such as air intake, etc. 

Important, paypal issues are sensitive for time. If we don't answer in time to the issue the customer gets the benefit of the doubt and Paypal will pay back the customer. So always reply in time. With a reply you can "buy" time if you cannot solve it immediately.

If a customer is to demanding you have the option to escalate to paypal.