For PayPal we see two different approaches:

Inquiry: When a customer reports an issue to PayPal without directly involving PayPal Customer Support, it is considered an Inquiry. During this stage, refurbed customer service communicates with the end consumer through the PayPal Dashboard. refurbed customer service will either direct customers to contact you through their refurbed customer account or create a new Zendesk ticket if one does not already exist.

These cases typically involve requests for tracking links or other basic post-purchase requests from customers. They must be handled by refurbed customer service due to their location directly within PayPal's system. refurbed customer service will notify you about these cases through Zendesk.

Claim: An end consumer can also escalate the case instantly to PayPal Customer Support. These cases are handled similarly to the Klarna Dispute cases described above.

refurbed customer service will inform you about the dispute and collect evidence according to the dispute reason. An external reviewer from PayPal will then decide the outcome of the case based on the evidence submitted by both the end consumer and refurbed.

Goal of working on Inquiries

Since Inquiries are in a pre-escalated state, no additional fees apply as long as cases are resolved during this phase. It is crucial to address these issues before they escalate to the second stage. Prompt handling prevents negative customer experiences and ensures a satisfying return process. Remember that invoices in Inquiry-state are paused for 21 days, meaning customers have already been waiting for a refund for this period. This waiting time should be minimized whenever possible.

💡A dispute fee applies whenever external parties like Klarna Customer Support or PayPal Customer Support become involved in resolving cases. To avoid these additional costs, you should prioritize addressing Inquiries promptly during their initial phase.

Payment Service Provider: Shipping Policies

Besides the category "Credit not processed", the second most common dispute category across all payment methods is "Product not received". When using this category, customers claim they have a missing or lost parcel, delayed delivery, or missing tracking information. When offering these payment methods, we must comply with their Shipping Policies. These policies specify all the required information that a proof of delivery document must contain. If a proof of delivery document doesn't include this required data, a dispute might be ruled against refurbed due to insufficient evidence, even when the delivery was actually successful.

PayPal Shipping Requirements

Here is a link to PayPal Shipping Requirements

Proof of shipment must be an online or physical documentation from a shipping company that includes:

• An online-verifiable tracking number.
• Date of shipment.
• A recipient address that matches the shipping address from checkout.
• A recipient address showing at least the city, country or ZIP code.

📎Your choice of carrier and shipping method significantly impacts your ability to meet proof of delivery requirements.
When shipping internationally, ensure your carrier provides clear 'Delivered' status verification at the correct address along with any additional required documentation.

Proof of delivery must be an online or physical document from a shipping company that includes:

• An online verifiable tracking number.
• Date of shipment AND ‘delivered’ status.
• A recipient address that matches the shipping address from checkout.
• A recipient address showing at least the city, country or ZIP code.
• Signature confirmation when full amount (including shipping and taxes) exceeds the signature confirmation threshold. (500 EUR)

= Online confirmation, viewable at the shipping company’s website, indicating that the item was signed for.