E-commerce transaction disputes

Transaction disputes can happen from time to time.

One way to help avoid cases is to understand some of the most common problems that customers face.

The most common reasons for an order going wrong are:

Item Not Received (INR)

Your buyer didn’t receive an item they’ve ordered and paid for.

Significantly Not as Described (SNAD)

Your buyer has received an item considerably different from its original description.

Unauthorized Transactions

Purchases were made without the consent of your buyer.

If your buyers encounter one of these problems, they may open a transactional case resulting in:

A credit card chargeback

A transaction dispute is filed against you by your buyer via their credit/debit card provider,

A bank reversal

A transaction dispute made through your buyer’s bank, requesting a return of funds for suspected unauthorized transactions.

Tips to help prevent cases

From quick responses to clear policies, here are a few things you can do to help keep customers satisfied to avoid cases.

Provide contact information

By providing an email address or phone number, you give customers the chance to come to you with an issue before disputing a transaction.

Provide a clear return policy

Make sure your return and refund policies are easy to find and understand.

Be responsive

No one likes to wait. Respond to all reasonable customer inquiries quickly and professionally.

Suggest Dispute Resolution

If a customer tells you that they’re going to file a chargeback with their card issuer.

Post messages for customers

If you anticipate an issue that might affect customers, let them know by posting a message in the Resolution Center. For instance, if you know packages will be delayed due to international shipping delays, post that information so customers are aware before they dispute a transaction.

Source: Paypal