Q3: PayPal如何處理爭(zhēng)議，勝算最大？（內(nèi)附爭(zhēng)議模板）

#PayPal爭(zhēng)議 1

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

PayPal爭(zhēng)議分為三種，一是用戶留言，二是PayPal內(nèi)部爭(zhēng)議，三是PayPal信用卡爭(zhēng)議（外部爭(zhēng)議，需要信用卡發(fā)卡行來處理）。這三種爭(zhēng)議處理難度是遞增的，前兩個(gè)爭(zhēng)議只要是按時(shí)發(fā)貨（甚至不按時(shí)，只要發(fā)貨）都是極大勝率。第三個(gè)就很難說了，因?yàn)椴皇荘ayPal處理，而是由PayPal提交給銀行，所以這個(gè)勝率較低。

一 用戶留言怎么處理？

首先，關(guān)于用戶留言這種case想要?jiǎng)伲袃煞N方式：1）用戶主動(dòng)結(jié)束這個(gè)case，2）到了截止日期用戶沒有回復(fù)，PP也會(huì)默認(rèn)案件結(jié)束。其實(shí)很多人不知道只要用戶一直不回復(fù)也是可以勝的，所以處理的時(shí)候千萬別主動(dòng)把這種case升級(jí)為爭(zhēng)議。

如果用戶留言是“物品未收到”，簡(jiǎn)單的方式就是提交追蹤信息然后回復(fù)用戶。這里有一個(gè)小技巧，防止用戶把事件升級(jí)成爭(zhēng)議。在PayPal回復(fù)之后，一定要用戶發(fā)一封郵件，引導(dǎo)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(cuò)過回復(fù)的截止日期。

二 PayPal內(nèi)部爭(zhēng)議怎么處理？

內(nèi)部爭(zhēng)議一般有三種：物品未收到、物品與描述明顯不符、未經(jīng)授權(quán)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(zhuǎn)單號(hào)，請(qǐng)?zhí)峁┟恳怀痰奈锪鞴镜淖粉櫺畔ⅲ⑽锪餍畔⒄f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(duì)版或者是寄漏了某些產(chǎn)品。只要同意用戶退貨給我們倉(cāng)庫(kù)，然后發(fā)放全額退款就行。

PP非常好的一點(diǎn)是，用戶要想拿到退款必須退貨，而且必須填運(yùn)單號(hào)，等運(yùn)單號(hào)追蹤信息顯示妥投之后，款才會(huì)退給用戶。一般我提交我們的倉(cāng)庫(kù)信息（地址中國(guó)倉(cāng)庫(kù)），用戶都不會(huì)再糾結(jié)了，然后case自動(dòng)結(jié)束。用戶不會(huì)真的把產(chǎn)品寄回中國(guó)，運(yùn)費(fèi)太貴了。但是也有一些老外還挺精的，我有一個(gè)用戶竟然把我當(dāng)時(shí)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(qǐng)趕快聯(lián)系PayPal客服，一般1-3個(gè)工作日就能解決，當(dāng)然是判用戶敗訴。

3. 未經(jīng)授權(quán)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(zhuǎn)單號(hào)，請(qǐng)?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(jīng)授權(quán)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(jié)果。

三 PayPal信用卡爭(zhēng)議怎么處理？

其實(shí)PP信用卡爭(zhēng)議提交的資料和內(nèi)部爭(zhēng)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(zhēng)議，第一時(shí)間發(fā)郵件給用戶，英語好的同學(xué)可以直接打電話給用戶，給用戶適當(dāng)?shù)难a(bǔ)償引導(dǎo)用戶取消退單。可以和用戶說：銀行處理退單一般3-4個(gè)月，時(shí)間非常長(zhǎng)，而且我們有充足的資料，一旦用戶敗訴會(huì)有損用戶的信譽(yù)。那么如果用戶取消退單，我們可以馬上補(bǔ)償xx金額，或者再給用戶補(bǔ)發(fā)一個(gè)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(guān)于PP信用卡爭(zhēng)議處理費(fèi)用是$10，無論輸贏都會(huì)被PP收取$10的費(fèi)用。

另外，信用卡爭(zhēng)議如果錯(cuò)過了截止時(shí)間，是可以給客服發(fā)郵件補(bǔ)充材料的。但是PP內(nèi)部爭(zhēng)議不可以。（來源：任小姐跨境FAQ）

以上內(nèi)容屬作者個(gè)人觀點(diǎn)，不代表雨果網(wǎng)立場(chǎng)！本文經(jīng)原作者授權(quán)轉(zhuǎn)載，轉(zhuǎn)載需經(jīng)原作者授權(quán)同意。

（來源：任小姐跨境FAQ）