Forum Moderators: buckworks
This manual check took 20 mins to sort out but by then the customer had cheekily claimed a dispute!
Rather than contact us he immediately filed a dispute and sent off a rant email to us threatening all sorts of stuff.
Anyway. That is now resolved. We confirmed he was the correct customer and he received his e-goods all within half hour of placing his order.
The problem now is that PayPal still have a hold on the order. I have updated the disputed call notes and mailed the customer asking him to resolve the dispute his end.
He says he did that last week and yet the dispute is still open.
Are disputes automatically closed when the person raising the dispute closes it or does it need autorization from someone at PayPal.
Is the customer trying to pull a fast one and not resolve the dispute?
IF it carrys on the buyer will more than likely get a full refund thus leaving you out of pocket!
If you issed a refund in paypal the dispute would be cancelled instantly.
If the dispute record does not have a "closed" status in the Resolution Center, and does not indicate that the customer has cancelled the claim, then you should contact PayPal. If you have the communication from the customer where they confirmed receiving the goods & cancelling the dispute, you should provide that to PayPal as well.
On the status page there are my messages explaining the problem (the customer used a different email address - had to reconcile order).
The options I have is to either add new message, give customer full refund or escalate to PayPal.
What I have done now is to post that the customer has 24hrs to resolve the call (I believe he has buttons to do that) else I will choose the full refund option and revoke his subscription.
[edited by: Frank_Rizzo at 9:24 am (utc) on Dec. 15, 2006]
I still got the payment on hold and the resolution centre shows the opened dispute.
Something not right here. The customer is always right but probably not in this case.
Customer says he resolved the call and yet my screen still says open and money held.
In this instance the only thing I can do is to click the close all communication with buyer and escalate to PayPal.
This I have done but it now says I have to provide further information within 10 days. This I can not do. The customer has purchased access to a website (like a subscription) so there is no physical product. PayPal is insisting that the only way I can proceed is to enter the tracking number of the goods. There is no tracking number for e-goods!
The phone support is useless. I went through every touch tone menu option and can not find how to speak to a real person. The section dealing with disputes says 'The only way to resolve a dispute is to log on....'
So what happens now? Is the customer pulling a fast one? Will a human review the case or will some bot automatically close the call and issue a refund (which the customer does not want)?
The true test of a service is how they deal with problems. This is a problem and so far it's 0/10 for PayPal.
[edited by: Frank_Rizzo at 3:11 pm (utc) on Dec. 15, 2006]
I believe the customer is pulling a fast one and I'd much rather give a full refund and lose this sale. But I can't find a way to do so.
Some systems will eventually interpret multiple "0" entries as a desperate plea for a human being to come on the line.
This has now been resolved amicably. I escalated it and this forced the buyer to state his case to a human. The buyer had no option but to say he had the goods and this removed the hold on the funds.
