The customer must wait for PayPal’s response before the customer can take further action. All notes that the customer sends in this stage are visible to PayPal agents only. This stage is a PayPal dispute lifecycle stage and not a credit card or debit card chargeback. Occurs only when the dispute channel is INTERNAL. A customer or merchant escalates an inquiry to a claim, which authorizes PayPal to investigate the case and make a determination. Needs more details, such as a copy of the transaction or a receipt.
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