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How to handle PayPal dispute?

This article describes the process on how to handle Paypal disputes.

The Dispute Team will receive a notification that someone filed a dispute. It’s either from Braintree or PayPal

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** PayPal dispute ticket looks like this:

FIX: BROKEN_ATTACHMENT (original: https://help.powr.io/hc/article_attachments/1500007793341/mceclip1.png)

2 kinds of PayPal Dispute:

1. New message received

2. Case ID has been created

New Message received

Step 1: Copy the Case ID

FIX: BROKEN_ATTACHMENT (original: https://help.powr.io/hc/article_attachments/1500007626542/mceclip2.png)

Step 2: Open the PayPal website. Use this login.

FIX: BROKEN_ATTACHMENT (original: https://help.powr.io/hc/article_attachments/1500007793821/mceclip3.png)

Step 3: Click on Activity -> Open Cases and provide the Case ID then click View so you can see the full details of the PayPal dispute.

Step 4: Click on the Transaction ID to search the TSH account of Customer.

FIX: BROKEN_ATTACHMENT (original: https://help.powr.io/hc/article_attachments/1500017111842/mceclip6.png)

Note: Copy the User Plugin ID

FIX: BROKEN_ATTACHMENT (original: https://help.powr.io/hc/article_attachments/1500017111582/mceclip1.png)

Note: Then paste it to TSH and click on search

FIX: BROKEN_ATTACHMENT (original: https://help.powr.io/hc/article_attachments/1500017371501/mceclip2.png)

Step 5: Start collecting evidences from TSH

1. On TSH, we can collect evidence from: 

a. User Journey

b. Apps installed listing

c. App data

d. Subscription

e. Transaction History

f. Support tickets

g. Login as User (Cancel Option)

2. Zendesk:

a. Convo history

3. Customer’s website:

a. Go through the website and search for apps currently installed and running

4. Checkout workflow accordingly to platform (www)

5. Fees & Payments policy (POWr.io)

6. Refund policy (POWr.io)

Step 6: After collecting evidence, click on "respond" button. 

Note: After clicking the respond botton, you will see this:

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** If Customer is still qualified for a refund, you may click on "issue a refund"

** If Customer is not qualified for a refund, you may click on "submit additional info"

Step 7: You may now start sending the evidence to PayPal. After uploading, you may now submit the evidence.

FIX: BROKEN_ATTACHMENT (original: https://help.powr.io/hc/article_attachments/1500017372001/mceclip8.png)

Example message:

This buyer has had an active subscription to our online service since XXXX. This buyer purchased a XXXX subscription which is automatically charged every XXXX.

They have had the option to cancel the subscription at any point but have not. They have not contacted us to do so at any point.

Their subscription is still active and their service has not been interrupted so the chargeback they are claiming is invalid and should not be returned.

Here is a link to our terms of service where we state we do not provide refunds on yearly upgrades after 5 days of purchase has passed: https://www.powr.io/terms. I will also include a screenshot of the refund policy.

Thank you.

** Note: You can only upload 10 files for up to 10 MB each, 50 MB in total

Step 8: Go back to Zendesk and leave an internal note and leave on-hold the ticket. Please do note to check the status of the PayPal dispute from time to time. You can only close the ticket once it's already resolved.

Example message:

PayPal Link: https://www.paypal.com/resolutioncenter/billing/entry?action=view&caseId=PP-D-112390800#/caseDetails 

TSH Link: https://www.powr.io/admin/tech_support_helper?search_by_user=4674419&search_by_app= 

Note: Once the evidence has been submitted, you may now cancel the subscription and deactivate the account. If the Customer is still using our app/s on their website, please provide 90 days free trial.