Synctrack now comes with a powerful dispute resolution function designed to streamline the process of handling disputes. This function offers a range of benefits that enable merchants to resolve disputes effectively and maintain customer satisfaction:
- Work towards a resolution collaboratively with customers through real-time chat
- Send offers, such as partial refunds, replacements, or alternative arrangements, directly to customers.
- Issue full refunds and accept claims when necessary.
- Escalate disputes to claim.
- Submit appropriate evidence based on the dispute reason.
- View chat history with customers
With this function, merchants can navigate disputes confidently, ensuring efficient resolutions and maintaining positive customer relationships.
Note: As we continue developing this, feedback and recommendations are highly appreciated. Please take some time to give this a try and tell us how you feel via the right-side widget or live chat. Thank you!
Instruction
1. How to communicate with customers via chat
- Clicking on the “View” button to open the dispute details.
- Scroll down to the “Your response” section.
- Type your message in the chat box. Click “Send” when done
2. How to send an offer to resolve the dispute.
- Clicking on the “View” button to open the dispute details.
- Scroll down to the “Your response” section.
- Click on “Other actions” to open a pop-up. Choose “Send offer”
- Choose an appropriate offer type (refund, refund with return, refund with replacement, or replacement without refund)
- Enter the correct information based on the chosen type. Click “Send offer” when done.
3. How to escalate disputes to claims.
- Clicking on the “View” button to open the dispute details.
- Scroll down to the “Your response” section.
- Click on “Other actions” to open a pop-up. Choose “Escalate dispute”
- Enter the reason for escalating the dispute and tick “I hereby declare that the information provided here is true to the best of my knowledge.”.
- Click “Escalate dispute”.
4. How to issue a full refund and accept the claim.
- Clicking on the “View” button to open the dispute details.
- Scroll down to the “Your response” section.
- Click on “Other actions” to open a pop-up. Choose “Accept claim”
- Enter a note and then click “Accept claim”
Note: When you accept liability for a claim, the dispute closes in the customer’s favor. A full refund will be refunded to the buyer and the case will be closed. The item will be retained by the buyer.
5. How to provide evidence to resolve a dispute.
- Clicking on the “View” button to open the dispute details.
- Scroll down to the “Your response” section.
- Click on “Other actions” to open a pop-up. Choose “Provide evidence”
- Choose the appropriate evidence type that you would like to send (Proof of fulfillment, Proof of Refund, or Other documents)
Note: For each dispute reason, there are certain evidence types that can be provided. We only display applicable evidence types to reduce confusion (Official document from PayPal).
- Enter evidence information based on the chosen type. Click “Submit” when done.