PayPal will send an email to MyDeal to notify us that a Dispute or Claim has been raised against the customer’s transaction and they are seeking assistance to obtain a resolution.
Generally, customers will firstly raise a dispute and then, if a resolution is not provided or is not satisfactory, the customer will escalate it to a claim.
However, a claim can also be raised by the customer at any time throughout the process. This includes cases of duplicate payments or unauthorised payments.
MyDeal and our sellers have 20 days to resolve the dispute with the customer before it is automatically closed or escalated to a claim.
By escalating a dispute to a claim, the customer is asking PayPal to investigate the dispute and decide the outcome.
There are different reasons why Disputes and Claims can be raised, for example:
- Faulty Products / Not as described
- Change of Mind
- Order not delivered / received
In cases of Faulty Products and Change of Mind, if a resolution can not be provided by liaising directly with the customer, 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.
In the cases of Order not Delivered / Received, to help MyDeal disagree with the claim raised, the Seller is required to provide one of the following documents, screenshots are not accepted by PayPal :
- Proof of Dispatch
At the very least, this documentation must include:
- The date the item was sent; and
- An official acceptance by the courier, such as a postmark or online status.
- Proof of Delivery
A receipt issued by the carrier, signed by the recipient acknowledging delivery.
MyDeal and our sellers have 10 business days to select from the options provided by PayPal to resolve the claim.
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 not be in the Seller’s favour, MyDeal, where possible, will attempt to appeal the case.
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.
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.