Customer Service Policy
Effective Date: May 31st, 2022
Good communication is important to help prevent and resolve disputes by providing detailed, accurate descriptions of items for sale, Problem, etc. and include pictures from multiple angles when possible and asked for by Seller At Jeffery G. Douglas and Crystal A. Douglas, our goal is to make the buying and selling process as easy and secure as possible for our customers.So when it comes to filing and resolving complaints, Jeffery G. Douglas, Crystal A. Douglas and PayPal will treat both sellers and buyers fairly, while guiding both through the resolution process.
There are three ways that a buyer can initiate a complaint. And that process, including time frames and who is in charge of settling the dispute, will vary depending on how the purchase was funded. Dispute or Claim: Buyer contacts the seller directly through their Resolution Dispute Center Both parties work together to find a solution.
If buyer and seller can't agree to a solution, buyer can escalate the dispute to PayPal Resolution Center or Square Resolution Center in order to request a refund or reversal where PayPal or Square steps in to determine how the situation should be resolved. Chargeback: The Buyer contacts their card issuer and requests a refund. ( Keep in mind, The Seller may decline future transactions )
Bank reversal: The Buyer contacts their bank to request a refund. ( Keep in mind, The Seller may decline future transactions )Dispute Initiation:
If a buyer Initiates A Seller Dispute using the sellers form method, the seller receives a Resolution E-Mail Request at their E-Mail on file. Should the buyer initiates dispute with PayPal Claims or Square Claims, the seller receives a Resolution Request E-Mail and the Seller will see the notice in the Sellers Resolution Center as well.
Additionally, if you used PayPal Resolution Center or Square Resolution Center, the money the seller received for the transaction may be unavailable during the case investigation. If the case is settled in the seller’s favor, the money will be released back to their Seller's PayPal or Square account. ( Keep in mind, The Seller may decline future transactions )
1. Disputes: When buyers file a complaint through Seller.
If buyers have a problem with a transaction, they can bring it to the seller’s attention by opening a dispute at their Resolution Center. The dispute process is an opportunity to resolve issues before they become Escalated To A PayPal Claim or Escalated To A Square Claim. It’s in a seller’s best interest to work with the customer to resolve the dispute. This is a seller’s chance to use great customer service to solve an issue and help prevent it from growing into something larger.
2. Why do disputes occur?
A buyer may file a dispute for three different reasons:
Item Not Received (INR). In this case, the buyer is claiming they ordered and paid for an item but didn’t receive it. Significantly Not As Described (SNAD). In this type of claim, the buyer is stating the item they received is significantly different than they expected, based on the seller’s description. For instance, maybe the buyer ordered a red sweater but received a blue one instead. Unauthorized Transaction. If a complaint is filed for this reason, it means the buyer’s account may have been compromised or hacked and someone made a purchase from the account without their permission.
3. How will I know if a dispute is filed against me?
If a dispute is filed against you, you’ll receive an email about it and a case will be created in the Resolution Center. The Resolution Center is a secure communication channel in the My Account section where buyers and sellers can work together to resolve disputes. 4. How will Seller respond to a dispute?
A message will be sent directly to the buyer. Remember that this is an opportunity to resolve the dispute without intervention, so it’s best to be courteous and helpful at each stage of the resolution. 5. What if I can’t come to an agreement with the buyer?
Once a dispute is opened, Seller has 30 days to work with the buyer to resolve the issue. PayPal won’t be involved at this point. If neither you nor the buyer escalates the dispute during the 15-day window, it will be closed automatically. If you can’t work out a resolution, either party can elevate the dispute to a claim, which we’ll cover in the next section. 6. When a buyer complaint is escalated to Seller, or the buyer filed an unauthorized transaction.
If a buyer dispute can’t be resolved, either party can escalate it to a claim during the 20-day period. At this point, the Seller and/or PayPal and/or Square becomes directly involved and will make a decision using the information that’s provided. A buyer can also File A Claim (without first initiating a dispute) if they feel their account has been used fraudulently. During the resolution process, we may ask either or both parties for more information via E-Mail or USPS Registered Mail. 7. Why do claims occur?
Claims are based on three factors:
Item Not Received (INR). In this case, the buyer is claiming they ordered and paid for an item but didn’t receive it. Significantly Not As Described (SNAD). In this type of claim, the buyer is stating the item they received is significantly different than they expected, based on the seller’s description. For instance, the buyer ordered a red sweater but received a blue one instead. Unauthorized Transaction. If a complaint is filed for this reason, it means the buyer’s account may have been compromised or hacked and someone made a purchase from the account without their permission.
8. How does Seller or Buyer escalate a dispute to a claim? If Seller can’t resolve a dispute with a buyer, Seller may feel the need to escalate it to a claim and If Buyer can’t resolve a dispute with the Seller, Buyer may feel the need to Escalate A PayPal Claim or Escalate A Square Claim
9. How will the claim be processed?
When a claim is filed, the seller will respond within 15 Work Days. If the Buyer doesn’t respond, the claim will automatically close in the Seller’s favor, and a no refund will be issued. If the Buyer does respond, Seller will work to evaluate the information provided and determine the outcome of the claim. This process usually takes about 30 days, but more complex cases could take longer than 30 days. 10. Will I be penalized?
Having a claim filed doesn’t necessarily mean you’ll be penalized. There are no automatic fees levied against you, and your seller feedback won’t automatically be affected. However, if a claim rate is too high or other indicators are trending negatively, your account could be reviewed and limitations could be put in place. A temporary hold may automatically be placed when a claim is opened. This hold will stay in place while you work with the Seller to resolve the claim and will be released when the claim is settled. For Item Not Received (INR) claims, if you provide the relevant information and the claim is decided in your favor, the money will be Refunded. Once a claim has been filed, the best thing to do is promptly provide any requested information. 11. What is a chargeback?
A chargeback is when a buyer asks their credit or debit card issuer to reverse a transaction after it’s been completed. They are available only to buyers who make a payment with their credit or debit card. Because they are initiated with and decided by the debit/credit card issuer (not Seller or PayPal), the process is bound by the card issuer’s regulations and time frame.
Buyers file a complaint with their credit/debit card issuer rather than filing a complaint with Seller or PayPal, a buyer could contact their credit card or debit card provider. In this case, they may file a chargeback. ( Keep in mind, The Seller may decline future transactions ) Why might a chargeback occur? Buyers usually request a chargeback for the following reasons:
Their credit card was used without Card Holder's permission Fraudulently Use. The buyer does not recognize the charge. The item that was purchased didn’t arrive. The item received was significantly different than described. The buyer was charged twice for the same item.
How will a chargeback be processed? Once a chargeback has been filed, The Seller respond respond to it. The chargeback process could take 75 Days or more to be resolved. Because the debit/credit card issuer determines this process, allowable time frames are determined by the credit card industry. During this review process, a temporary hold may automatically be placed on that transaction funds and any future transactions. This hold will stay in place while the chargeback is resolved with the debit/credit card issuer only and will be Refunded to you if the chargeback is settled in your favor. 12. Bank Reversals: When buyers file a complaint with their bank.
A bank reversal, sometimes called an ACH return, is when Seller receives a request to return funds for a transaction that was funded by a bank account. This request might come from the buyer or the bank itself. Usually this request is filed because:
The buyer's bank account was used without their permission Fraudulently Use. The buyer does not recognize the transaction. The item that was purchased didn’t arrive. The buyer was charged twice for the same item.
The next steps will depend on how you choose to respond. You’ll be instructed about any additional information you need to provide that can help the Seller resolve your case, such as entering a transaction ID to prove that a refund has been issued or adding context for accepting the liability. In some instances, Seller may not be liable for the reversal. Note that once a reversal has been filed, please refer to the email on the number of days you have to respond. Based on the situation, the response time frame is between 7 and 10 days. The contents of this site are provided for informational purposes only. You should always obtain independent, professional accounting, financial, and legal advice before making any business decision.
Additionally, if you used PayPal Resolution Center or Square Resolution Center, the money the seller received for the transaction may be unavailable during the case investigation. If the case is settled in the seller’s favor, the money will be released back to their Seller's PayPal or Square account. ( Keep in mind, The Seller may decline future transactions )
1. Disputes: When buyers file a complaint through Seller.
If buyers have a problem with a transaction, they can bring it to the seller’s attention by opening a dispute at their Resolution Center. The dispute process is an opportunity to resolve issues before they become Escalated To A PayPal Claim or Escalated To A Square Claim. It’s in a seller’s best interest to work with the customer to resolve the dispute. This is a seller’s chance to use great customer service to solve an issue and help prevent it from growing into something larger.
2. Why do disputes occur?
A buyer may file a dispute for three different reasons:
Item Not Received (INR). In this case, the buyer is claiming they ordered and paid for an item but didn’t receive it. Significantly Not As Described (SNAD). In this type of claim, the buyer is stating the item they received is significantly different than they expected, based on the seller’s description. For instance, maybe the buyer ordered a red sweater but received a blue one instead. Unauthorized Transaction. If a complaint is filed for this reason, it means the buyer’s account may have been compromised or hacked and someone made a purchase from the account without their permission.
3. How will I know if a dispute is filed against me?
If a dispute is filed against you, you’ll receive an email about it and a case will be created in the Resolution Center. The Resolution Center is a secure communication channel in the My Account section where buyers and sellers can work together to resolve disputes. 4. How will Seller respond to a dispute?
A message will be sent directly to the buyer. Remember that this is an opportunity to resolve the dispute without intervention, so it’s best to be courteous and helpful at each stage of the resolution. 5. What if I can’t come to an agreement with the buyer?
Once a dispute is opened, Seller has 30 days to work with the buyer to resolve the issue. PayPal won’t be involved at this point. If neither you nor the buyer escalates the dispute during the 15-day window, it will be closed automatically. If you can’t work out a resolution, either party can elevate the dispute to a claim, which we’ll cover in the next section. 6. When a buyer complaint is escalated to Seller, or the buyer filed an unauthorized transaction.
If a buyer dispute can’t be resolved, either party can escalate it to a claim during the 20-day period. At this point, the Seller and/or PayPal and/or Square becomes directly involved and will make a decision using the information that’s provided. A buyer can also File A Claim (without first initiating a dispute) if they feel their account has been used fraudulently. During the resolution process, we may ask either or both parties for more information via E-Mail or USPS Registered Mail. 7. Why do claims occur?
Claims are based on three factors:
Item Not Received (INR). In this case, the buyer is claiming they ordered and paid for an item but didn’t receive it. Significantly Not As Described (SNAD). In this type of claim, the buyer is stating the item they received is significantly different than they expected, based on the seller’s description. For instance, the buyer ordered a red sweater but received a blue one instead. Unauthorized Transaction. If a complaint is filed for this reason, it means the buyer’s account may have been compromised or hacked and someone made a purchase from the account without their permission.
8. How does Seller or Buyer escalate a dispute to a claim? If Seller can’t resolve a dispute with a buyer, Seller may feel the need to escalate it to a claim and If Buyer can’t resolve a dispute with the Seller, Buyer may feel the need to Escalate A PayPal Claim or Escalate A Square Claim
9. How will the claim be processed?
When a claim is filed, the seller will respond within 15 Work Days. If the Buyer doesn’t respond, the claim will automatically close in the Seller’s favor, and a no refund will be issued. If the Buyer does respond, Seller will work to evaluate the information provided and determine the outcome of the claim. This process usually takes about 30 days, but more complex cases could take longer than 30 days. 10. Will I be penalized?
Having a claim filed doesn’t necessarily mean you’ll be penalized. There are no automatic fees levied against you, and your seller feedback won’t automatically be affected. However, if a claim rate is too high or other indicators are trending negatively, your account could be reviewed and limitations could be put in place. A temporary hold may automatically be placed when a claim is opened. This hold will stay in place while you work with the Seller to resolve the claim and will be released when the claim is settled. For Item Not Received (INR) claims, if you provide the relevant information and the claim is decided in your favor, the money will be Refunded. Once a claim has been filed, the best thing to do is promptly provide any requested information. 11. What is a chargeback?
A chargeback is when a buyer asks their credit or debit card issuer to reverse a transaction after it’s been completed. They are available only to buyers who make a payment with their credit or debit card. Because they are initiated with and decided by the debit/credit card issuer (not Seller or PayPal), the process is bound by the card issuer’s regulations and time frame.
Buyers file a complaint with their credit/debit card issuer rather than filing a complaint with Seller or PayPal, a buyer could contact their credit card or debit card provider. In this case, they may file a chargeback. ( Keep in mind, The Seller may decline future transactions ) Why might a chargeback occur? Buyers usually request a chargeback for the following reasons:
Their credit card was used without Card Holder's permission Fraudulently Use. The buyer does not recognize the charge. The item that was purchased didn’t arrive. The item received was significantly different than described. The buyer was charged twice for the same item.
How will a chargeback be processed? Once a chargeback has been filed, The Seller respond respond to it. The chargeback process could take 75 Days or more to be resolved. Because the debit/credit card issuer determines this process, allowable time frames are determined by the credit card industry. During this review process, a temporary hold may automatically be placed on that transaction funds and any future transactions. This hold will stay in place while the chargeback is resolved with the debit/credit card issuer only and will be Refunded to you if the chargeback is settled in your favor. 12. Bank Reversals: When buyers file a complaint with their bank.
A bank reversal, sometimes called an ACH return, is when Seller receives a request to return funds for a transaction that was funded by a bank account. This request might come from the buyer or the bank itself. Usually this request is filed because:
The buyer's bank account was used without their permission Fraudulently Use. The buyer does not recognize the transaction. The item that was purchased didn’t arrive. The buyer was charged twice for the same item.
The next steps will depend on how you choose to respond. You’ll be instructed about any additional information you need to provide that can help the Seller resolve your case, such as entering a transaction ID to prove that a refund has been issued or adding context for accepting the liability. In some instances, Seller may not be liable for the reversal. Note that once a reversal has been filed, please refer to the email on the number of days you have to respond. Based on the situation, the response time frame is between 7 and 10 days. The contents of this site are provided for informational purposes only. You should always obtain independent, professional accounting, financial, and legal advice before making any business decision.