Coming Soon – PayPal Dispute Resolution Process

[amy]

***Coming Soon – PayPal Dispute Resolution Process*** 

May 09, 2006 | 11:39AM PST/PT

Hi everyone… I'm Colin Rule, Director of Dispute Resolution at PayPal. Back in January 2005, eBay launched the Item Not Received process. This online dispute resolution process has been helping eBay sellers and buyers effectively resolve disputes by facilitating direct communication.

I'm happy to announce that starting next week, PayPal will launch a similar Dispute Resolution process to help sellers and buyers communicate to resolve problems when the item was paid for with PayPal. For eBay members, this means that all Item Not Received disputes involving eBay items paid with PayPal will be directed to the new PayPal Dispute Resolution process, instead of being directed to the claim process, like they are today.

Work it out before escalating to a claim
The new PayPal Dispute Resolution process offers a number of features to help buyers and sellers resolve their transaction problems. These include:

    * Tracking all dispute and claim activity in one location – the PayPal Resolution Center
    * A "Customer Service Message" box sellers can use to target buyers with important messages, such as your policies on shipping times, before buyers can escalate the situation to a claim.
    * A 2000-character area where buyers and sellers can both post messages
    * Easy buyer access to updated tracking and delivery information
    * Automatic email notifications for sellers when new disputes are created.

How it works
When a buyer opens a dispute in the PayPal Resolution Center, they can read customer service messages sellers may have posted beforehand about transaction issues such as shipping times. Buyers will have up to 45 days from the date of payment to open a dispute and up to 20 days after filing the dispute to escalate to a claim (disputes not escalated to a claim after 20 days will be automatically closed).

Because PayPal Dispute Resolution is the first stage in the buyer complaint process, a temporary hold will be placed on the funds in the seller's account if the payment amount exceeds $100, just like the current PayPal claims process.

To familiarize yourself with the PayPal Dispute Resolution process, please read our Frequently Asked Questions. We will be holding two PayPal Dispute Resolution workshops, on May 19th from 10 a.m to 11 a.m PT and again on May 23rd from 3 p.m to 4 p.m PT to answer your questions about the new process. We hope you can join us.

Sincerely,

Colin Rule
Director, Dispute Resolution, PayPal

[bargainbloodhound]

***Coming Soon: PayPal Dispute Resolution Chargeback Coverage*** 

June 15, 2006 | 04:00PM PST/PT

Hi everyone, I'm Larry Friedberg with PayPal Trust & Safety. During Tuesday's keynote address at eBay Live!, Meg Whitman announced an important change that will benefit PayPal sellers. Beginning later this summer, PayPal will be offering chargeback coverage for sellers who use PayPal Dispute Resolution. This protection eliminates the "double jeopardy" situation that can happen when a sellers is involved in a transaction dispute.

Chargeback coverage will apply in two situations: if a PayPal seller resolves a dispute amicably with the buyer through PayPal Dispute Resolution, or if the dispute is escalated to a claim and PayPal finds in the seller's favor. In either case, if the buyer then files a chargeback with their credit card company for that transaction, PayPal will fully protect the seller from a chargeback. (Please note that if the dispute or claim hasn't been resolved prior to the chargeback being filed, the seller will not be covered against the chargeback.)

Our PayPal Dispute Resolution page will be updated in the next few weeks with more information about this extra chargeback coverage.

http://www.paypal.com/cgi-bin/webscr?cmd...on-outside

[Anita]

In either case, if the buyer then files a chargeback with their credit card company for that transaction, PayPal will fully protect the seller from a chargeback.

PayPal has always been less than pleased when a person would go over PP's head to their cc company.  I wonder what the punishment PP is going to hand out to the buyer now?

[bargainbloodhound]

No mention at eBay Live of eBay's arm twisting to force sellers who want to participate in eBay Express to give up coverage under PP's Seller Protection Policy.