PayPal如何處理爭議，勝算最大？（內附爭議模板）

PayPal應該是所有支付渠道里面對賣家最好的，遇到爭議，賣家只要提供合理的資料，勝算是極大的（我目前PayPal內部爭議沒有輸過，除了兩個case，我錯過提交資料的截止日期了）。

PayPal爭議分為三種，一是用戶留言，二是PayPal內部爭議，三是PayPal信用卡爭議（外部爭議，需要信用卡發(fā)卡行來處理）。這三種爭議處理難度是遞增的，前兩個爭議只要是按時發(fā)貨（甚至不按時，只要發(fā)貨）都是極大勝率。第三個就很難說了，因為不是PayPal處理，而是由PayPal提交給銀行，所以這個勝率較低。

一 用戶留言怎么處理？

首先，關于用戶留言這種case想要勝，有兩種方式：1）用戶主動結束這個case，2）到了截止日期用戶沒有回復，PP也會默認案件結束。其實很多人不知道只要用戶一直不回復也是可以勝的，所以處理的時候千萬別主動把這種case升級為爭議。

如果用戶留言是“物品未收到”，簡單的方式就是提交追蹤信息然后回復用戶。這里有一個小技巧，防止用戶把事件升級成爭議。在PayPal回復之后，一定要用戶發(fā)一封郵件，引導用戶在郵件里和你溝通，這樣用戶很大可能不去PayPal和你聊天了，從而錯過回復的截止日期。

二 PayPal內部爭議怎么處理？

內部爭議一般有三種：物品未收到、物品與描述明顯不符、未經授權的交易。接下來分別說一下需要提交哪些材料可以保證勝率。

1.物品未收到

提交資料：發(fā)貨證明、shopify訂單信息、物流公司追蹤信息（如果有轉單號，請?zhí)峁┟恳怀痰奈锪鞴镜淖粉櫺畔ⅲ?、物流信息說明文檔。所有文檔需要做成pdf。物流說明信息的模版如下：

Hi,Sir.

Due to the epidemic spread,international logistics has been greatly affected.We have arranged the delivery of goods in the warehouse as soon as we receive the user's order.However,the time-consuming of waiting for the express information to go online,the package to accept customs security inspection,and the package to wait for the flight after being delivered to the airline is much longer than before.Therefore,our logistics timeliness has been greatly affected.

In view of this situation,we have explained it in the delivery policy of the website,as well as in the product sales page,and gave the prompt to the user as soon as the user placed the order.At the same time,we also added more customer service staff to do better communication with customers,hoping to provide satisfactory services for users.

The order tracking information:t.17track.net/en#

Note:

1)VR205022895YP is tracking number of our logistics service provider,Yanwen.2)LY149918388CN is the tracking number of USPS,that is the partner of Yanwen for delivery in the US.3)Both of them are the tracking numbers of the parcel.

2.物品與描述明顯不符

這種情況一般是貨不對版或者是寄漏了某些產品。只要同意用戶退貨給我們倉庫，然后發(fā)放全額退款就行。

PP非常好的一點是，用戶要想拿到退款必須退貨，而且必須填運單號，等運單號追蹤信息顯示妥投之后，款才會退給用戶。一般我提交我們的倉庫信息（地址中國倉庫），用戶都不會再糾結了，然后case自動結束。用戶不會真的把產品寄回中國，運費太貴了。但是也有一些老外還挺精的，我有一個用戶竟然把我當時發(fā)貨的追蹤信息填上來了，所以一上來就顯示妥投，這種情況請趕快聯(lián)系PayPal客服，一般1-3個工作日就能解決，當然是判用戶敗訴。

3.未經授權的交易

提交的資料：發(fā)貨證明、shopify訂單信息、物流公司追蹤信息（如果有轉單號，請?zhí)峁┟恳怀痰奈锪鞴镜淖粉櫺畔ⅲ?、訂單信息說明文檔。所有文檔需要做成pdf。訂單信息說明信息的模版如下：

Hi,when the buyer purchased the order on xx/xx/2020(date),order confirmation email was sent to xxx(buyer name)(his email address).And on xx/xx/2020 our system sent a shipping confirmation email to xxx(buyer name)(his email address).After receiving these two emails,the buyer didn't say anything to refuse this order,and we sent all of info step by step according to purchase process,so we think the buyer accepted this payment.

But now after one month later,the buyer said that this was an unauthorized transaction,we think this is not reasonable.

Due to the epidemic spread,international logistics has been greatly affected.We have arranged the delivery of goods in the warehouse as soon as we receive the user's order.However,the time-consuming of waiting for the express information to go online,the package to accept customs security inspection,and the package to wait for the flight after being delivered to the airline is much longer than before.Therefore,our logistics timeliness has been greatly affected.In view of this situation,we have explained it in the delivery policy of the website,as well as in the product sales page,and gave the prompt to the user as soon as the user placed the order.At the same time,we also added more customer service staff to do better communication with customers,hoping to provide satisfactory services for users.

The Latest order tracking information:t.17track.net/en#

Note:

1)VR205022017YP is tracking number of our logistics service provider,Yanwen.2)LY150079363CN is the tracking number of USPS,that is the partner of Yanwen for delivery in the US.3)Both of them are the tracking numbers of the parcel.

未經授權的交易非常好贏，只要按照我的模板，幾乎是提交資料后1-2工作日就能出結果。

三 PayPal信用卡爭議怎么處理？

其實PP信用卡爭議提交的資料和內部爭議是一樣的。但是由于是外部銀行審核，所以勝率不高。

我建議是一旦發(fā)現(xiàn)有信用卡爭議，第一時間發(fā)郵件給用戶，英語好的同學可以直接打電話給用戶，給用戶適當?shù)难a償引導用戶取消退單。可以和用戶說：銀行處理退單一般3-4個月，時間非常長，而且我們有充足的資料，一旦用戶敗訴會有損用戶的信譽。那么如果用戶取消退單，我們可以馬上補償xx金額，或者再給用戶補發(fā)一個新品。

這封郵件也要截圖，提交給PP，說明我們有積極和用戶溝通。

關于PP信用卡爭議處理費用是$10，無論輸贏都會被PP收取$10的費用。

另外，信用卡爭議如果錯過了截止時間，是可以給客服發(fā)郵件補充材料的。但是PP內部爭議不可以。