🗞️ How to use the Dispute Resolution function?

Introduction

Synctrack now comes with a powerful dispute resolution function designed to streamline the process of handling disputes. This function offers a range of benefits that enable merchants to resolve disputes effectively and maintain customer satisfaction:

Work towards a resolution collaboratively with customers through real-time chat

Send offers, such as partial refunds, replacements, or alternative arrangements, directly to customers.

Issue full refunds and accept claims when necessary.

Escalate disputes to claim.

Submit appropriate evidence based on the dispute reason.

View chat history with customers

With this function, merchants can navigate disputes confidently, ensuring efficient resolutions and maintaining positive customer relationships.

Note: As we continue developing this, feedback and recommendations are highly appreciated. Please take some time to give this a try and tell us how you feel via the right-side widget or live chat. Thank you!


Instruction

A. How to communicate with customers via chat

Clicking on the "View" button to open the dispute details.

Scroll down to the "Your response" section.

Type your message in the chat box. Click "Send" when done

B. How to send an offer to resolve the dispute.

Clicking on the "View" button to open the dispute details.

Scroll down to the "Your response" section.

Click on "Other actions" to open a pop-up. Choose "Send offer"



Choose an appropriate offer type (refund, refund with return, refund with replacement, or replacement without refund)



Enter the correct information based on the chosen type. Click "Send offer" when done.

C. How to escalate disputes to claims.

Clicking on the "View" button to open the dispute details.

Scroll down to the "Your response" section.

Click on "Other actions" to open a pop-up. Choose "Escalate dispute"



Enter the reason for escalating the dispute and tick "I hereby declare that the information provided here is true to the best of my knowledge.".




Click "Escalate dispute".

D. How to issue a full refund and accept the claim.

Clicking on the "View" button to open the dispute details.

Scroll down to the "Your response" section.

Click on "Other actions" to open a pop-up. Choose "Accept claim"



Enter a note and then click "Accept claim"

Note: When you accept liability for a claim, the dispute closes in the customer’s favor. A full refund will be refunded to the buyer and the case will be closed. The item will be retained by the buyer.

E. How to provide evidence to resolve a dispute.

Clicking on the "View" button to open the dispute details.

Scroll down to the "Your response" section.

Click on "Other actions" to open a pop-up. Choose "Provide evidence"



Choose the appropriate evidence type that you would like to send (Proof of fulfillment, Proof of Refund, or Other documents)

Note: For each dispute reason, there are certain evidence types that can be provided. We only display applicable evidence types to reduce confusion ( Official document from PayPal).



Enter evidence information based on the chosen type. Click "Submit" when done.

Updated on: 28/11/2024