1) Item Not Received (INR): The customer placed an order and purchased an item but didn’t receive it because the merchant was unwilling or unable to satisfy the order.
2) Significantly Not As Described (SNAD): The customer states the merchandise they received is significantly different from what the merchant described.
When any of the above happens, PayPal will send you an email notification of the dispute. They’ll equally open a case within the PayPal Resolution Center, the exclusive communication platform where customers and merchants can resolve disputes.
A claim means they need their a refund and seeks PayPal’s involvement within the mediation process.
The standard practice is to resolve the PayPal dispute directly together with your customer before they escalate it to a claim. And for this text , we shall major on vital tools to assist you resolve any Item Not Received PayPal Dispute without hassle. you’ll also find out how to resolve a Claim in your favor.
How to win Item Not Received PayPal Dispute
The first thing you would like to understand about Item Not Received PayPal disputes is that a big number of them are illegitimate.
Online shoplifters are increasingly weaponizing PayPal disputes and chargebacks to commit friendly fraud nowadays.
I think that term may be a misnomer because there’s nothing friendly about intentionally disputing orders one received in fitness as otherwise. But that’s the truth of the digital commerce landscape today. Anticipating such risks will make a world of difference for your business, as PayPal disputes keep rising with every transaction.
Below are the vital steps you want to fancy win any meritless Item Not Received PayPal dispute:
Have a trackable proof of delivery
If a customer filed an Item Not Received dispute against you, PayPal would request for pieces of evidence that show otherwise. And if you don’t have such compelling evidence, you’ll lose the case.
Hence, we advise that you simply should ship your orders with tracking services.
Tracking a package is critical because it provides concrete proof the item reached the customer .
A tracking system works with a Universal Product Code attached to an order-in-transit. It helps handlers get specific information about the parcel, like where it originated from and its destination. This information are going to be available on the shipping company’s website and remains evidence that the package passed that route. That also helps the customer and therefore the seller to quickly get relevant, just-in-time details on the package’s location.
But that’s not all the order delivery evidence you would like to overturn an Item Not Received dispute. additionally to order tracking information, you ought to equally include other compelling evidence as follows:
A tracking link that shows the order journey — from your store until it had been delivered.
The cardholder’s signature on the pick-up form. If available.
A signed contract or other evidence indicating you offered the services/delivered the merchandise.
What if I sold an intangible product?
Intangible products won’t have tracking services, but you’ll use other creative ways to guard yourself when a customer files Item Not Received PayPal Dispute. If you sold a digital product, then add the following:
An IP address
Server or activity logs to point out he or she accessed the merchandise or service.
Send your package insured, communicate better with customers, and supply realistic delivery dates.
Insurance coverage on orders helps to indemnify you from a mishap on your shipment. Put yourself within the buyer’s shoes. albeit merchants aren’t liable for any damage or loss of orders in transit, customers will still hold you responsible for such issues. They bought the merchandise from you, and you would like to deliver it to them.
Hence, you want to make sure you insured the shipment; in any case , the customer pays postage costs. Insuring your package will minimize a PayPal dispute occurrence thanks to a lost or impaired product. The company will compensate you when such incidents arise. they’re going to reimburse you the order value and shipping cost, making it possible to exchange your customer’s order.
It is also worth noting that customers often open an Item Not Received PayPal Dispute once they don’t receive their orders early. you’ll avoid this by giving realistic delivery dates.
Consider possible delivery delays. Don’t take more orders than you’ll handle. Provide a minimum/maximum order delivery date to avoid excessive pressure so as fulfillment.
And if you’ll afford it, integrate automated order management software to assist you create an accurate order fulfillment schedule. Also, you’ll hire an Order Fulfilment Service to reinforce efficiency.
That said, it’s supremely vital that you simply accurately communicate the features and benefits of the merchandise to users. Don’t mislead your buyers; include pictures of the merchandise from multiple dimensions.
Lastly, for now , please understand that when customers make an order, subsequent thing they expect is to receive it. Provide helpful customer service and compute legitimate concerns accordingly. make sure you have a superb return policy. Merchants that don’t have a well-written order fulfillment policy always fall prey to Item Not Received PayPal Dispute.
How to respond and win an Item Not Received PayPal Dispute
Take the steps below to reply to the Item Not Received PayPal dispute:
Login to the PayPal Resolution Center.
Click “View” under “Action,” which is next to your case.