home How to fix How to open a dispute in paypal. Paypal claim. Standard claims resolution options

How to open a dispute in paypal. Paypal claim. Standard claims resolution options

FAQ: how to open a dispute on PayPal
If you're reading this, then it's time to open a dispute.
but what is this dispute?
Dispute- translated from English, this is a discussion, dispute, disagreement ..
from this we can conclude that opening a dispute means starting a dispute over a lot.
it is started for two reasons:
1. or the lot did not arrive to you within 45 days (the stated period for opening a dispute, during which the goods you won or bought in an online store did not appear in your hands)
2. either something came, but not that)) that is, it’s completely not the thing that was declared by the seller, either according to its characteristics, or according to external data (cracks, chips, etc., etc.), or in general there was a brick in the box (and this happens)

Everything is clear with the first point, now wild metamorphoses are taking place on the Russian post, so it’s not surprising if you want to open a dispute for this very reason!
But with the second point, you will have to tinker a bit, by opening a dispute according to the instructions below, you will have to provide evidence that the product does not match what is stated on the sales page, has defects or is not in the box at all, it is best to provide photographs.

So, let's start the opening of the dispute.
I decided to show by my own example, the deadline has come, 44 days from the date of payment, but I don’t have the goods on hand ...
in general decided to play it safe.
so go to paypal (hereinafter referred to as the stick)
enter the soap and password, go to "my account" (1), then to the history (2), select the time period (3) and select the desired transaction, click "Details" (4)

see"Transaction Details"... blah blah blah... scroll down the page and see the next paragraph (5)

press on the highlighted words "problem resolution center" and go to the page below
where we put a dot in "The dispute is related to the lot" (6) and click "continue"

Further...

in the field (7) put a dot and click "continue"

next page select the specifics of the product (8) and in the empty field (9) write "how much", an example is given in the field, and then what hurts)) and click continue.

Within 20 days, you must solve the problem with the seller.
if during this time no shifts occur, then you will have to transfer the dispute to Claim (translation: claim, requirements, lawsuit, complaint), which allows you to return the money if no other solution is found.
in order to convert the dispute into a claim, you need:
1. go to the Troubleshooting Center
2. select the transaction for which you want to claim
3. identify and select the essence of the problem
4. and then wait. The seller will start a correspondence with you, trying to give you some coupons for discounts, etc., etc. and at the same time make a partial refund (partial refund), in the end it's up to you, of course, but it's better to return the entire amount back (full refund).

That's actually all))
I hope it will be useful.
good mood to you all, fewer disputes, and if there are disputes, then with a full refund))

Added by moderator:
Beginners will be interested in the article "

see"Transaction Details"... blah blah blah... scroll down the page and see the next paragraph (5)

press on the highlighted words "problem resolution center" and go to the page below
where we put a dot in "The dispute is related to the lot" (6) and click "continue"

Further...

in the field (7) put a dot and click "continue"

next page select the specifics of the product (8) and in the empty field (9) write "how much", an example is given in the field, and then what hurts)) and click continue.

That's actually all))
I hope it will be useful.
good mood to you all, fewer disputes, and if there are disputes, then with a full refund))

Added by moderator:
Beginners will be interested in the article "

Paypal Claim

A claim is the logical conclusion of a dispute (dispute). If you have not reached a consensus with the seller and the dispute has not closed automatically after 20 days (due to your carelessness), then you can contact PayPal so that they can judge your situation.

On the page where information regarding the dispute is presented, you can:
1. Read the messages.
2. Add information or reply to messages (16) by typing it and clicking "Review & Post" (preview and send).
3. Close the dispute (dispute) saying that the problems have already been resolved and Paypal's help is not needed. To do this, select "My concerns" have been resolved, I want to close this dispute" (17) and click "Continue" (19). We remind you a closed Dispute will no longer be possible to reopen..
4. Transfer the dispute to a claim (Claim), so that PayPal system made an independent decision about your situation (based on the information provided by you and the seller). To turn the dispute into a claim, you need to:
choose " I would like to end communication and escalate this dispute to a claim with PayPal» (18) and press «Continue».

Standard claims resolution options

Let's take a look at what decisions are usually made by PayPal in standard situations if the Dispute is transferred by the Buyer to a Claim. Since from official sources to get this information very problematic, so here we rely on the experience and stories of other users.
The decision is made in favor of the Buyer :
-If the goods are not received and the Seller cannot provide a number to track the progress of the delivery of the parcel via the Internet (tracking number). For example, if the package was sent in a way that does not provide for online tracking.
-If the tracking number provided by him does not work, incorrect information is displayed on it or it is clear that the parcel was returned to the sender.
-If the received goods do not match the description, if the Buyer was able to reasonably prove this fact (better with a photo), sent the received goods back and can confirm this by providing the tracking number of the parcel.
The decision is made in favor of the Seller :
-If he provided tracking - the number by which it is clear that the parcel has been sent and is in the process of delivery.
- If the Buyer's claims regarding the received goods are obviously unfounded and the Seller has proved this.
- If the product does not match the description, it is extremely minor.
- If the Buyer during the Dispute, in the presence of a disputable situation, does not present his arguments or argue them, or simply ignores the discussion.

Since there are a lot of questions about the terms and claims on Paypal, I decided to write a few highlights.
Just a few warnings. Today's realities on PP are such that all residents of the CIS automatically have a disgusting reputation (bad rating) with PP. Plus unfriendly Balts in the Support Center in London. I do not know a way out of the current situation today, if anyone knows, let him tell the case that was decided in his favor. The only way out, in my opinion, is to stay within the boundaries of the RR rules and then your dispute will be forced to be resolved in your favor. All statements refer only to my Paypal account. I don't know the rating of my account. Perhaps your rating is better, then PP will be more willing to meet you. So.
The timing of the start of the dispute on non-receipt of the parcel.
1. The seller did not give a track. Doesn't respond to emails or takes time.
What to do - open a dispute after 21 days. If there is still no track, then after 7 days the dispute should be transferred to a claim.
2. The seller gave a track. There is no movement on it.
What to do - open a dispute after 45 days. If there is no movement, then after 10 days the dispute is transferred to a claim.
3. The seller gave the track. According to him, the parcel stopped before import.
What to do - 45 days after the termination of the movement, open a dispute. If there is no movement, then after 10 days the dispute is transferred to a claim.
Screenshot from the seller's website with a track. Circle it so that it stands out.
Screenshot from the mail site in English. Write on the screen the last day of the movement.
Link to the official website of the carrier. Track number and explanation in English. 5-6 sentences. Remember that the RR moderator has a couple of minutes for your claim. Therefore, maximum evidence in minimum time.
4. The seller gave the track. According to him, the parcel stopped after import. Worst case ever.
You definitely need paper from the mail (ACT f.51). Its receipt is still that hemorrhoids-a lot of time and the sender's receipt is needed. I make it easier - write a statement about the loss of the package and take it to the local claims inspector. The inspector is assigned to several post offices, we need to find out where he sits on the phone hotline mail. After 5-6 days, they give me an official excuse from the Russian post that the parcel is lost and the sender needs to apply for a refund. This is enough for PP. But, now PP has begun to demand a paper from the police confirming the loss. They accepted (and decided in my favor) a scan of the refusal to initiate a case from the police. Here the requirements of PP, apparently, are not explicitly defined. It all depends on the person considering your case.
Well, screenshots and scans of tracks, everything that is written in the previous paragraph.
In conclusion. Remember that now it is easier, better and cheaper to negotiate with the seller.
Please note that all past merits do not work now. And what was previously decided unequivocally in your favor, will now be decided in favor of the Chinese. Therefore, maximum evidence.
About squeezing for a pimple and what it threatens now in the next series.

User comment -

Continuation of the sad story about some features of purchases and refunds. The pimple series has been temporarily postponed. We now have a no less burning issue - receiving. What you need to know:
- theft from parcels at the post office is greatly exaggerated
- large Chinese stores they rarely go for direct deception and if you bought a phone, then they sent you a phone.
But all these facts are immediately forgotten when the package with the phone finally reaches your post office and weighs half as much as your friend on the forum. So.
The weight of the parcel either decreased, or was initially clearly less than necessary. What to do?
1) Weigh upon receipt. You have every right to do so. If the postal workers refuse to weigh, call the hotline and complain. Usually, dialing the hotline number in the presence of a postal worker is enough to start weighing. If the weight is really less than necessary, then refuse to receive and write to the seller that the package is visually damaged and you refused to receive it. If you write a formal refusal in the mail, then the parcel will immediately go back and will not lie around for a month. Usually, after the parcel is returned to the sender, the seller automatically makes a refund. If the seller received the parcel, but does not return the money, then PP. We open a dispute and immediately translate it into a claim.
What should be included in the claim.
Screenshot from the seller's website with the track. Circle it to make it stand out.
Screenshot from the mail site in English. Underline the line about the receipt of the parcel by the seller.
Link to the official website of the mail in English. Track number and explanation in English. 5-6 sentences. Remember that the RR moderator has a couple of minutes for your claim. Therefore, maximum evidence in minimum time.
2) If the weight is closer to the real one, but there are doubts, then your next steps. Ask to inspect the package and read what is written in the mandatory customs declaration, which is analogous to the inventory of the attachment.
It's bad if the customs declaration says MP4 player, the weight differs from the real one and there are doubts. In such a situation, I advise you to follow a simple path - to refuse to receive the parcel. The algorithm of actions is everything as in the previous paragraph.
If you bought a phone, and the phone is written, then ask to open the package with the drawing up of an act. If the postal workers refuse, call the hotline and complain. I repeat that usually dialing the hotline number in the presence of a postal employee is enough. Further quote - “If, when opening the parcel, a shortage, replacement, complete or partial damage or damage to the attachment is found, then the postal worker draws up an act f.51-c, which is signed by the head of the facility postal service, postal worker and addressee. Act f.51-v is drawn up in four copies. The first copy of the act together with the parcel (or just the attachment) is transferred to the addressee. The second one is sent to the name of the head of the transit postal facility from which the parcel was received. The third - to the place of receiving the parcel. The fourth one is filed to the documents of the postal service facility that delivers the parcel. You have received the parcel, after opening it is no longer possible to refuse to receive it. Write to the seller, if you can not agree, then PP. We open a dispute and immediately translate it into a claim. All the papers that are written in the previous paragraph, plus the act we received. But now PP began to demand a paper from the police confirming the theft. I think a scan of the refusal to file a case from the police will do. Here the requirements of PP, apparently, are not explicitly defined. It all depends on the person considering your case.
Pupyrka in the next series

The PayPal system offers its users a convenient mechanism for resolving misunderstandings that arise - Dispute. This is a free online dispute between the recipient (seller) and the sender (buyer). The dispute can be opened by the buyer if:

1. the paid item is not received by the buyer;

2. the product has arrived, but does not match the stated description;

3. the product is damaged, defective, it can not be used for its intended purpose.

During the Dispute, the parties must come to an agreement. If this does not happen, the PayPal administration is involved in the discussion of the situation. She considers the arguments of the parties and makes a decision.

How to open a dispute on PayPal

The buyer can open a Dispute after 10 days and no later than 45 days after payment. Please note that the countdown is carried out exactly from the moment of payment, and not from the moment of sending the goods or meeting the seller. It is impossible to open a dispute before the deadline or later.

It is important that the buyer provides all the information on the current situation: a description of the problem, if necessary - photos. The more detailed you describe your arguments, the more chances for a positive outcome of the case.

As soon as you open a Dispute, the amount that you sent him for the goods is blocked on the seller's account. Until the dispute is closed, this amount will remain unavailable. If desired, the seller provides his counterarguments or tries to resolve the issue. For 20 days, the parties can negotiate until they come to a decision that suits both. If an understanding could not be found, the buyer can transfer the Dispute to the category of Claims (Claim) - in this case, PayPal will already deal with it.

Within 20 days, you need to make some kind of decision: whether to transfer the Dispute to a Claim, or still agree with the seller. Otherwise, the Dispute will automatically close itself. It will not be possible to renew it or open it again, so keep an eye on the deadlines.

PayPal, after studying the claim, makes a decision in favor of one of the parties. If PayPal considers the dispute resolved in favor of the seller, the money in his account is “unfrozen”. If the buyer is right, the money is returned to him. If you are in a country that does not accept payments from PayPal (Ukraine, Kazakhstan, etc.), the money will not be transferred to your account, but immediately to the payment card linked to it. Return PayPal money carried out within 1-2 weeks.

Before opening a Dispute, you should contact the seller and try to resolve the issue yourself.

Nobody wants to spoil the reputation, so the sellers are willing to replace the goods. In some cases, opening a Dispute can even do harm. For example, when the delivery of goods is delayed, and this is not uncommon for international shipments. 20 days in this case may simply not be enough for you.

Experienced shoppers advise opening the Dispute at the very end of the possible period for this - 43-44 days from the moment the payment is transferred. If the goods arrive with a delay due to fault postal services you will still have time to dispute the transaction, for example, because the product does not match the declared one.

Can I open a dispute by buying on eBay?

If you made a deal through eBay auction, you can open a Dispute both on the PayPal website and on the eBay website. The eBay management recommends nevertheless to conduct a Dispute on their website. eBay Disputes has one peculiarity. If the seller does not want to return the money to you, they will return through the eBay Buyer Protection refund system. In the event that you are in a zone of countries that do not accept payments to a PayPal account, the site will issue an online coupon that can be spent on purchases in the system.

Practice on eBay the following options dispute resolution:

1. full return funds;

2. partial refund;

3. return of an item and its replacement.

Dispute resolution options

Similar decisions are made by the administration of PayPal. According to the stories of those who have already resorted to the services of an arbitrator represented by PayPal employees, decisions are made in favor of the buyer if:

The goods did not arrive, and the seller cannot provide a trucking number to track the parcel;

If the trucking number provided is not correct, or it shows that the parcel was sent back to the sender, or if it is a trucking number of a completely different product;

If the product does not match the declared, the buyer has already sent it back and can show the trucking number of the parcel.

The right seller is:

If it shows the trucking number of the parcel and it is clear from it that the goods are still on their way to the buyer;

If the discrepancy between the product and the declared one is insignificant;

If the seller has proven the insolvency of the buyer's claims;

If the buyer ignores the Dispute or does not give arguments and arguments in favor of his position.

If the Dispute is not brought to the level of a Claim, the dispute can be resolved in the following way:

1. Item not received. The buyer has the right to demand from the seller the return of all funds, including shipping. Sellers, most often, return the money without any problems. There are options for a partial refund - this is already agreed in a particular case.

2. The item is not as advertised, is broken, defective or defective. The buyer needs to return the item to the seller. Usually, the entire amount is compensated, excluding the return (the item is sent back at the expense of the buyer).

3. The same situation as in paragraph 2. The parties may agree to replace the goods. All shipping costs can be covered by the seller.

P.S. It is not difficult to open and conduct a Dispute, the system works properly, so you can always defend your rights.

Terms of opening and conducting a dispute
A dispute can be opened no earlier than 10 days after payment and no later than 180 days after payment. After opening a dispute (dispute), within 20 days, it must be transferred to a claim (claim) otherwise it will be automatically closed not in your favor. The dispute will close automatically and it will no longer be possible to open it again.

How to open a dispute in Paypal:

I. We go to the Paypol website and go through authorization. Next, go to the tab "My account (1) and History (2). Now we need to find the desired payment (transaction) for which we want to open a dispute (dispute).
In the found transaction, click - "Details" (4).

II. We check the correctness of our search. Whether we found the transaction correctly or not. We follow the link "Problem Resolution Center" (5)

III. In the Resolution Center, you must indicate the situation that you are facing. Choose the most appropriate option (6) for your situation and click "Continue" (7).

IV. Clarify the essence of the problem (8). If you did not receive the goods, then select: "I haven't received my item", if you received the goods, but it does not match what you bought (product description) or the goods are not available, damaged, then select: "I received my item, but it is significantly not as described".
Clicks "Next" - "Continue" (9).

V. You need to choose Additional information purchase category and you can also leave a message where you must specify additional information that you consider necessary (11).
Remember that the text should be written only in English. There is no Russian-speaking support service in Paypal. Concisely, clearly and as truthfully as possible state the situation. PayPal really appreciates photos, videos. The best way to post photos on: Google Picasa or Imageshack.us. The radical has display problems.
If you do not speak English well, use our recommendations and ready-made phrases:

When finished with the description, just in case, copy what you typed to the clipboard (if the text took a long time to complete, the authorization session may be lost and everything will have to be typed again) and click "Continue" (12).

VI.Congratulations - you have successfully opened a dispute (dispute). Remember that the dispute will be automatically closed (13) after a certain time if you do not convert it into a claim (Claim). If the seller answers you, you will receive an email notification.

What decisions can be made during the dispute:

If the item is not received, with the help of the Dispute, the Buyer can recover the entire amount paid, including shipping costs. The return procedure can be carried out both by the Seller, on a voluntary basis, and by PayPal, but already forcibly, if the decision on the Dispute is made in favor of the Buyer.

If the item received is not as described, damaged, etc., then the Buyer can also return the entire amount using the Dispute procedure, but for this he will need to send the goods back to the Seller, in a way that provides for tracking the progress of delivery via the Internet and providing the parcel number. The cost of sending the goods back is not compensated, this issue is already being resolved in the course of mutual agreements between the parties.

The buyer can close the Dispute at any time on his own, if the parties have come to an agreement and the Seller himself returned the funds paid, either in full (full refund) or in part (partial refund) or sent a replacement product.

Dispute algorithm
The dispute is opened by the Buyer, providing, if desired, all information about the current situation, attaching links to photos (if relevant), etc.
As soon as the Dispute is opened, the amount equivalent to the paid amount is blocked on the Seller's account and remains inaccessible until it is closed. The seller, also, if desired, answers in the Dispute, providing counterarguments.
So the parties can negotiate until they reach a mutual agreement. Then the Buyer can close the Dispute with the wording that all problems have been removed. If the parties do not find mutual understanding, the Buyer transfers the Dispute to the Claim (Claim) and then PayPal will act as an arbitrator. It is then that the information provided by the parties during the discussion will come in handy.

PayPal examines the information provided and makes a decision in favor of one of the parties. If in favor of the Seller, then the blocked funds on his account become available again, if in favor of the Buyer, then the funds are returned to him. If the Buyer, due to certain restrictions imposed by PayPal, cannot accept payments (and this rule applies to residents of the Russian Federation, Ukraine, Kazakhstan), then the funds are returned not to the account, but directly to the payment card that was used. Return times vary and average 1-2 weeks.

More detailed information you will find in on our .

Just about the complex. Programs. Iron. Internet. Windows

How to open a dispute in paypal. Paypal claim. Standard claims resolution options

How to open a dispute on PayPal

Can I open a dispute by buying on eBay?

Dispute resolution options