Paypal Chargebacks

There are different types of PayPal chargebacks. It’s useful to know the difference between them as this can help with the way we submit information. You can locate PayPal chargebacks under ‘tool’ – ‘resolution centre’.

Unauthorised chargeback – This is where the PayPal account holder is asking for a refund as the transaction was made without their knowledge or consent.

Item not received/not as described chargeback – These chargebacks are usually escalated from a PayPal dispute.

For both types of chargeback, the first information PayPal is looking for is to know if the item has been despatched. If it has, we need to submit the tracking information and select the despatch courier. To do this, click the “Respond” button.  Once this has been done, you will be taken to the next stage of the chargeback:

The invoice ID (order number) shown on this screen is what we need to use to find the order details on COA3. Once we click “Respond” we will get taken to the next screen:

There are now a few different ways we can proceed.

1.        I’ve already shipped the product or provided the service

If the order has been despatched already and we want to submit tracking information, we need to select the top option “Provide Fulfilment Information”. Once selected, we then need to enter the tracking information:

Once this has been entered and submitted, you can go back to the Resolution Centre to deal with the next chargeback.

1.       I’ve already issued a refund

If the buyer has already been issued a refund, we select this option. PayPal will only recognise refunds that have been processed though PayPal, as such a refund Transaction ID will need to get entered.

2.       I’ll issue a refund to the buyer and close this case

We only ever select this option if we have managed to cancel the order before despatch, or managed to get the parcel unpacked and returned back to stock. This will refund the account holder and instantly close the case in the buyers favour.

If the order has been despatched and scanned out for delivery, we can try to get the parcel stopped and RTS. You can do this by actioning any RTS method with the selected courier.

We would still submit the tracking details into PayPal, as PayPal will monitor the tracking. If they see the parcel has been returned back to sender, they will close the case in the customers favour and issue a refund. We would then receive an email in eBay MM advising the case has been closed in the customers favour.

Sometimes after we’ve submitted  tracking information, PayPal will come back and request further information.  If we see a chargeback case is requesting further information after the tracking number has been submitted, PayPal will be looking for evidence we’ve shipped the parcel to the address on the transaction page and it’s been delivered there.

The new information needs to get submitted as a JPEG, so when saving the details, ensure the tracking number at the top and the address details at the bottom can be seen. The JPEG file needs to get dropped into the file section on the PayPal chargeback page .

Message from buyers

Customers can sometimes open a PayPal case, but it’s not yet been escalated to a chargeback.  In the Resolution Centre there is a section on the right hand size called “Message from buyers”. We can communicate directly with the customer in this section, we do however need to make sure all the information we’re submitting is correct, as if the case gets escalated to a chargeback by the customer, PayPal will look through all correspondence to decide in whose favour they will close the case.

If we see a dispute needs our attention, we should see a “Respond” button on the right hand side. When we click this, a window will open to allow us to respond to the customer:

Once the response has been typed, click the “Send Message” button at the bottom and the response will get sent to the customer. Our response should then show underneath the customers initial query, this does not however always update instantly. Please remember to sign off as schuh and not your name.

PayPal only gives us 3-5 minutes to respond once the above window has opened, so it’s worth getting into the habit of copying your response prior to submitting it. If once you click “Send Message” PayPal has logged you out, you will need to go back and type the complete message again.

The cases that have “View” under the action banner should have already been responded to, but it is worth double checking these, as sometimes customers will reply back to us but PayPal does not update correctly to let us know our response is required.

eBay Inbox

The first thing to do is to sort all the emails by subject.

CA_Line_Maintenance - Missing CA_Title – These emails can get deleted

Notification of payment received – Mark as complete and move to PayPal folder

We are processing your withdrawal - Mark as complete and move to PayPal folder

Your money’s on its way to your bank account - Mark as complete and move to PayPal folder

Activity report available for download - Mark as complete and move to PayPal folder

You've sent a payment - Mark as complete and move to PayPal folder

New message received - New Case ID PP-D-53436*** - Mark as complete and move to PayPal folder

Case ID PP-D-5308**** has been created - Mark as complete and move to PayPal folder

PayPal case PP-D-5320**** - This email is usually an alert to let us know something needs actioned in the Resolution Centre. They usually get marked as complete and moved, but have a quick look at the content of the email as PayPal can change anything at any time. Anything that needs actioned should get followed up in the Resolution Centre.

Case ID PP-D-5320**** has been created – We need to read the content to see if any action needs taken. The main purpose of this email is to let us know a new case has been opened and needs dealt with through the Resolution Centre.  Mark the email as complete and move to PayPal folder.

Case update: PP-D-4388**** - We need to read the content to see if any action needs taken.

If the email says something like: “We received notice from the buyer's card issuer that Case ID PP-D-43887670 has been decided in the buyer's favour” we need to check the details on COA3.

If the parcel has been RTS or cancelled, this is fine. No further action needs to be taken.

If the parcel has been delivered to the address on the transaction page, this will need to be disputed with PayPal. Forward all the details to CXTaskManager for this to get disputed. This will be followed up by email in outlook with the PayPal accounts manager Stephen Mannix and any correspondence will come back through TM.  

A user alert will need to get set on this to look out for a reply coming back from Stephen, this then needs logged on the order on COA3.

Please remember we need to do any IE Chargebacks as normal but this needs done on the EU website! Any German PayPal cases that need disputed gets passed onto Team Germany!