When customers use PayPal as their preferred payment method, they have an option to raise any customer service or payment-related issues with PayPal directly.
When a customer chooses to escalate the issue to PayPal, PayPal will send a notification to MyDeal to let us know that a Dispute or a Claim has been raised against the customer’s transaction and they are seeking assistance to obtain a resolution.
There are different reasons why Disputes and Claims can be raised, for example:
- Significantly different to how it was described
- Item not received
- Missing parts
- Unauthorised Transaction
Please note that PayPal does not always comply with Change of Mind policies and they may request the customer to return the product at any time.
Generally, a customer will raise a dispute first. At this stage of escalation, MyDeal is able to communicate with the customer via the PayPal platform. For MyDeal to be able to demonstrate that the issue is being handled appropriately and to provide a reasonable response via PayPal, Sellers are required to communicate with the customers and MyDeal directly using the Seller Enquiry Inbox. At times, MyDeal will have to create a ticket for the Seller to communicate directly with the customer, the ticket will be visible in the Seller Enquiry Inbox, and must be responded to within 2 business days.
MyDeal and Sellers have 10 days to resolve the dispute with the customer before it gets automatically closed, resolved or escalated to a claim.
By escalating a dispute to a claim, the customer is asking PayPal to investigate the case and decide the outcome.
A claim can also be raised by the customer at any time throughout the process.
Please note that MyDeal can only reply with the response option provided by PayPal. These options will be listed by the MyDeal agent in your escalation ticket.
In case a claim is raised as Significantly different to how it was described (including Change of Mind requests), PayPal will generally request the customer to return the product for a full refund. As such, your return address must be provided to the customer. Please ensure that your return address is updated correctly on the Seller profile in case PayPal requests MyDeal to provide this information. However, MyDeal will always reach out directly to the Seller to confirm the return address.
In case a claim is raised as Item not received or Unauthorised Transaction, to help MyDeal resolve the claim, the Seller is required to provide one of the following documents, screenshots of the online tracking updates are not accepted by PayPal:
- Proof of Dispatch
At the very least, this documentation must include:
- The date the item was sent
- Recipient's full name and delivery address
- The online tracking code that can be used to confirm delivery
- Proof of Delivery
A receipt issued by the carrier, signed by the recipient acknowledging delivery
Please note: if MyDeal does not receive a response from the Seller within the stipulated time frame provided by MyDeal in the Seller Escalation email, PayPal will review the evidence submitted and decide the outcome in the Seller’s or the customer’s favour.
MyDeal will not be held liable for the outcome decided by PayPal.
Should the outcome be decided in the customer’s favour, MyDeal, where possible, will attempt to appeal the case. Seller's participation is essential to the dispute and claim processes.
If PayPal denies the appeal and the claim is ultimately closed in the customer's favour, the transaction amount will be deducted from the Seller’s next payment cycle.
Please note: MyDeal understands that sellers have their own policies, however, when a complaint is lodged with PayPal, all sellers must follow the requirements set by PayPal.