PayPal Problem Resolution Center. Paypal

Paypal claim

A claim is the logical conclusion of a dispute. If you have not reached a consensus with the seller and the dispute is 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 provided, you can:
1. Read the messages.
2.Add information or reply to messages (16) by typing it and clicking “Review & Post” (preview and post).
3.Close the dispute by informing 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 that Once the Dispute is closed, it will no longer be possible to open it again..
4. Convert the dispute into a claim (Claim), so that the PayPal system makes an independent decision about your situation (based on the information provided by you and the seller). To convert a dispute into a claim, you need:
choose " I would like to end communication and escalate this dispute to a claime with PayPal"(18) and click "Continue".

Standard Claims Resolution Options

Let's look at what decisions PayPal usually makes in standard situations if the Dispute is transferred by the Buyer to a Claim. Since you can get from official sources 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 delivery of the parcel via the Internet (tracking number). For example, if the parcel was sent in a way that does not provide online tracking.
-If the tracking number provided by him does not work, it displays incorrect information or shows that the parcel has been returned to the sender.
-If the received product does not correspond to the description, if the Buyer was able to convincingly prove this fact (preferably with a photo), he sent the received product 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 a tracking number - a number that shows that the parcel has been sent and is in the process of delivery.
-If the Buyer’s claims regarding the goods received are obviously unfounded and the Seller has proven this.
-If the product does not correspond to the description, it is extremely minor.
-If the Buyer during the Dispute, if there is a controversial situation, does not give his reasons or does not give reasons for them or simply ignores the discussion.

Since there are a lot of questions about deadlines and claims on Paypal, I decided to write a few main points.
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 don’t know a way out of the current situation, if anyone knows, let him tell me a 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 relate 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 halfway. So.
Dates for starting a dispute over non-receipt of a parcel.
1. The seller did not provide a track. Doesn't respond to emails or is clearly taking time.
What to do - open a dispute after 21 days. If there is no track, then after 7 days the dispute will be converted into a claim.
2. The seller gave the track. There is no traffic on it.
What to do - open a dispute after 45 days. If there is no movement, then after 10 days the dispute will be converted into a claim.
3. The seller gave the track. According to him, the parcel was stopped before import.
What to do - 45 days after the cessation of movement, open a dispute. If there is no movement, then after 10 days the dispute will be converted into a claim.
Screenshot from the seller’s website with the track. Circle it to make it stand out.
Screenshot from the mail site in English. Write on the screen the last day of movement.
Link to the carrier's official website. Track number and explanation in English. 5-6 sentences. Remember that the RR moderator has a couple of minutes to respond to your complaint. Therefore, maximum evidence in minimum time.
4. The seller gave the track. According to him, the parcel stopped after import. The worst case.
You definitely need paper from the post office (ACT f.51). Receiving it is a hemorrhoid - a lot of time and you need a receipt from the sender. I make it simpler - I 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 submit an application 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 PP requirements, apparently, are not clearly defined. It all depends on the person handling your case.
Well, screenshots and scans of the 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 achievements do not work now. And what was previously decided clearly in your favor will now be decided in favor of the Chinese. Therefore, maximum evidence.
About squeezing the baby bump and what it now threatens in the next episode.

User comment -

Continuation of the sad story about some features of purchases and refunds. The series about the baby bump is temporarily postponed. We now have an equally pressing issue—receipt. What you need to know:
— theft from parcels at the post office is greatly exaggerated
- large Chinese stores rarely resort to direct deception, and if you bought a phone, they sent you the 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. Do you have a mind for it? every right. If postal workers refuse to weigh, call the hotline and complain. Typically, dialing the hotline number in the presence of a postal employee is enough to start weighing. If the weight is really less than required, then refuse to receive it and write to the seller that the parcel is visually damaged and you refused to receive it. If you write an official refusal at the post office, the parcel will immediately go back and will not lie around for the required month. Usually, after the parcel is returned to the sender, the seller automatically issues a refund. If the seller received the parcel but does not return the money, then PP. We open a dispute and immediately transfer it to a claim.
What should be included with the claim?
Screenshot from the seller's website with a track. Outline it to make it stand out.
Screenshot from the mail site in English. Underline the line about the seller receiving the parcel.
Link to the post office website in English. Track number and explanation in English. 5-6 sentences. Remember that the RR moderator has a couple of minutes to respond to your complaint. 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 parcel and read what is written in the mandatory customs declaration, which is analogous to an inventory of the contents.
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 the simple path - refuse to receive the parcel. The algorithm of actions is the same as in the previous paragraph.
If you bought a phone and it says phone number, then ask to open the parcel and draw up a report. If 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 upon opening the parcel a shortage, replacement, complete or partial damage or damage to the attachment is discovered, then the postal worker draws up an act f.51-c, which is signed by the head of the postal facility, the postal worker and the addressee. The act f.51-c 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 is sent to the head of the transit postal facility from which the parcel was received. The third - to the place where the parcel is received. The fourth one is filed with the documents of the postal facility that delivers the parcel.” You have received the parcel, once opened it is no longer possible to refuse receipt. Write to the seller, if you can’t come to an agreement, then PP. We open a dispute and immediately transfer it to a claim. All the papers that are written in the previous paragraph plus the act we received. But now PP has begun to demand a paper from the police confirming the theft. I think a scan of the refusal to initiate a case from the police will do. Here the PP requirements, apparently, are not clearly defined. It all depends on the person handling your case.
Pimply in the next episode

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

With the first point, everything is clear, now wild metamorphoses are taking place in the Russian post, so it is not surprising if you want to open a dispute precisely for this reason!
But with the second point you will have to tinker a little; by opening a dispute according to the instructions below, you will have to provide evidence that the product does not correspond to what was stated on the sales page, has defects or is completely missing from the box, it is best to provide photographs.

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

we see“Transaction details”...blah blah blah...scroll down the page and see the next paragraph (5)

click 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"

on the 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’s painful)) and click continue.

Within 20 days you must solve the problem with the product.
if during this time no progress occurs, then you will have to transfer the dispute to Claim (translation: claim, demands, claim, complaint), which allows you to return the money if no other solution is found.
In order to convert a dispute into a claim, you need to:
1. go to the Problem Resolution Center
2. select the transaction for which you want to claim
3. identify and select the essence of the problem that has arisen
4. and then wait. the salesperson will start a correspondence with you, trying to sell you some coupons for discounts, etc., etc., and at the same time make a partial refund, ultimately it’s up to you, of course, but it’s better to return the entire amount back (full refund).

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

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

System electronic payments PayPal is the de facto market leader today. A clear interface, prompt support service and the ability to return money if the recipient turns out to be a fraudster are just a few of the reasons why so many users prefer the service. And in this article we will figure out what to do if PayPal suddenly doesn’t work.

Possible problems

Let's look at some of the most common difficulties in working with this payment system.

Withdrawing money from an account

In addition, it is important to remember that when registering you must provide only truthful information. Then problems with PayPal will practically not arise.

If letters don't arrive

Sometimes users are faced with a situation where an email from PayPal does not arrive. As a rule, this most often happens during registration. In such cases, you can try to specify a different Mailbox. It has been experimentally proven that letters almost always reach mailboxes registered on Gmail.com, so it is most preferable to use it. It is also important to remember that in payment system email is the main identifier, so you need to choose a reliable email service.

What to do if your account is blocked

Now let's consider a situation where PayPal blocked an account. There may be several reasons:

1. If incorrect information was provided during registration.
2. With frequent use of proxy servers and anonymizers, both in PayPal itself and on eBay (which, in fact, owns the service).
3. With frequent conversion from the PayPal service to virtual title units of other systems.
4. At large quantities open disputes in a short period of time.
5. Any other violation of the rules of the user agreement.

If the Paypal security service suspects fraud, a letter will be sent to the user's email in which it will be reported that the account has been blocked and the reasons for this.

In some cases, such letters are sent by attackers and demand money for unblocking. To recognize deception, just read the letter carefully: if it is real, the user’s first and last name will be there, in addition, a notification will come with mail server service, it can have, for example, the following form: [email protected].

To unlock, you will need to write a letter to the Problem Resolution Center and, possibly, confirm your identity again by sending a fax or uploading a photo of yourself holding documents in your hands.

What to do when PayPal doesn't work: Video

Negotiations with the seller when conducting a dispute on Aliexpress do not always lead to the desired result. It often happens that sellers underestimate the amount of compensation or refuse to refund money at all. The Aliexpress administration helps resolve such a conflict. The time frame for consideration of a claim is not regulated and may drag on indefinitely, depending on the complexity of the situation.

How to convert a dispute into a claim on Aliexpress

An aggravated dispute is the transfer of the dispute to the Aliexpress court under the control of a mediator. The decision made by the Aliexpress mediator is final and is not subject to further consideration.

In order to convert a dispute into a claim, you need to click the “Escalate Dispute” button. It becomes available if the seller rejects the buyer's demands. If within 15 days the conflicting parties are unable to reach mutual agreement, the dispute automatically goes to mediators. Once you have converted a dispute into a claim, you will have to be patient. answer all questions from the mediator and, if necessary, provide the required evidence. The process of considering an aggravated dispute occurs according to the principle: “Only the mediator asks questions!” The parties only respond when asked.

Statuses of aggravated dispute

An aggravated dispute can have several statuses:

• Initial familiarization or clarification of a solution (Processing);
• Waiting for other party`s response;
• Waiting my response;
• Waiting for both party`s response.

During initial review or clarification, the time frame may take from one to several weeks. The response time for seller and buyer is usually limited to 7 business days. Although Aliexpress notifies both parties of the status of the aggravated dispute over e-mail, the buyer is advised to independently monitor the status of the claim. In this case, ignoring cannot be allowed, since if the buyer does not respond within the prescribed period or does not provide the required evidence, the dispute will be closed in favor of the seller.

Monetary compensation is discussed in several stages. At the first stage, the buyer will have to reconsider the seller's offer. To view the proposed compensation amount, click the “View seller solution” button.

You can refuse the offer by clicking the “No Thanks” button. This action will not be reflected in the dispute history. In this case, you will have to wait again for the decision of the Aliexpress mediator. When answering the mediator’s next question, the buyer can provide additional evidence by clicking the “Respond Now” button.

If you accept the seller's decision, the dispute and order will be automatically closed, and the agreed amount will be paid to the buyer within the regulated time frame.

You can view all the actions of both parties in the history of the dispute.

How to cancel an aggravated dispute?

If you decide to cancel an aggravated dispute, click the “CANCEL ARBITRATION” button. After of this action the order will be automatically closed and the money will be transferred to the seller in full. Please note that re-sending the goods by the seller is not grounds for closing an aggravated dispute, because the final result will be known only after receiving the parcel. The dispute is closed only if the problem is resolved in your favor. For example, you received a parcel delayed in transit, the received product fully corresponds to the characteristics declared by the seller. Re-shipment of the goods is expected without closing the aggravated dispute.

Decision on the claim

A decision in favor of the buyer in case of escalation of a dispute can be made in the following cases:

• The seller agreed with the buyer's request;
• The decision on the claim was made by the Aliexpress mediator.

And in the first. and in the second case, the buyer will receive appropriate notification on email address. IN personal account in the “Operations” section, opposite the corresponding order, information about the closed dispute and the amount of compensation will appear. Details of a closed dispute can be viewed by clicking on the “View data” link.

Your order status will also change. If until now the status was “Awaiting confirmation”, then after the dispute is closed in favor of the buyer with a refund Money, the status will be “Payment Processing”.

You can find out at what stage the refund processing is in the “Payment” tab on the order page. In the “Refund Information” section, the fact of the refund being made and the status of this refund will be indicated. According to Aliexpress regulations, refunds are made within 7-10 business days.

If you did not receive the goods that you paid for on time or the goods that arrived turned out to be completely different from what was described in the online store, then first of all, it is always recommended to contact the seller directly. Most sellers value their reputation and are always ready to discuss problems and make concessions.

But it also happens that the seller refuses to satisfy your request or completely ignores your messages. For such cases, there is a “Problem Resolution Center”, in which you should open an official dispute with the seller.

Opening a dispute is available within 45 days from the date of payment.

If you have a complaint to the seller about non-delivery of goods, then open a dispute 40-43 days after payment, since the goods could well be delayed due to slow work postal services.

If you bought an item on eBay and paid for it via PayPal, then you will need to choose which dispute resolution tool to use. If you file a complaint with PayPal, it will no longer be considered and vice versa.

Initial contact with the seller.

To contact the seller.

1. Login to your account PayPal and on the “My Account” tab (1) click on the “View all transactions” link (2).

2. In the list of operations, find the problematic one and click on the “Details” link.

3. PayPal does not have an internal messaging system for buyers and sellers outside of disputes, so look for the seller's email address on the page that opens and send them the usual email with a description of the problem, indicating the date of the operation and your name on. The seller's address can be found both at the top of the page and at the end.

How to open a dispute in PayPal.

If communication with the seller by email does not lead to anything, open a formal dispute on Paypal.

1. Sign in to your PayPal account again. On the “My Account” tab, find the “Resolution Center” link and click on it.

2. On the next page, click on the “Dispute transaction” button (1). If you already have any open disputes, they will be displayed just below (2).

3. Select the transaction in question (1) and click Continue (2).

4. Let us know what kind of problem you are encountering. If we are talking about PayPal in the context of making purchases, then select “Product Dispute” and click “Continue”.

5. In the next step, clarify the problem and click Continue again. You must choose between non-receipt of the goods and the goods not meeting the description.

6. If you have chosen that the product does not correspond to the description, then on the next page indicate what exactly happened to the product (1), what category the product (2) belongs to, for example, “home and consumer electronics”. Then add a text description of the problem for the seller (3) .

When describing the problem, you will need to keep it within 2 thousand characters. Then check “I would like to request a refund” and indicate the amount of the refund you would like (4) . When you click "Continue", the dispute will be created and a date will be announced when it will close automatically.

The section on non-receipt of goods is filled out in the same way.

Discuss controversial situation You can contact the seller within 20 days. During this time, you must either agree with the seller on full or partial refund or, if this cannot be done, convert the dispute into a claim. Be careful when closing a dispute. Once closed, a dispute cannot be reopened. Also, if you do not convert the dispute into a claim within 20 days, it will also be closed without the possibility of renewal.

Translation of a dispute into a claim.

To convert a dispute into a claim you must:

1. Go to the “Problem Resolution Center” and in the list of open disputes, find the one you want to convert into a claim. Click on it to view.

2. Check the box indicating that you would like to convert the dispute into a claim. After you click “Continue” the claim will be opened.

When a dispute turns into a claim, the PayPal administration gets involved in its consideration. Within 30 days, service representatives review the history of the dispute (therefore, if you have already opened a dispute, then conduct it exclusively in the PayPal system), get acquainted with the arguments of the parties and, if necessary, request additional data. Additional data must be provided in a timely manner as it is in your best interests.

Finally, PayPal makes its decision in favor of the buyer or seller. As a rule, if the buyer’s claim is justified and supported by facts and evidence (photos, videos, documents), then the dispute is resolved in his favor and he gets his money back. Thus, using PayPal is not only easy to pay for purchases, but it is also reliable in terms of buyer rights.

We wish you successful shopping and won disputes!