Is customer PayPal claims worth fighting for?

Asked 3 years ago

I have a customer who is requesting a refund for a product for which we only accept exchanges. This is clearly stated in our Return Policy, FAQ, Terms of Service, and it's at the bottom of all three checkout pages (a Shopify feature). I've offered an exchange, but they have refused and escalated the situation. Is this worth the fight?

Refund policy Paypal claims Returns policy Shopify

Trisita Aich

Thursday, April 29, 2021

Yes, it is definitely worth it to fight for customer PayPal claims or any payment disputes that come up during transactions. In any business, no matter how big or small, there can always be disputes that come up. A common problem you may face is that of transactions. Online transactions can be trouble with the links and timings of various banks. 
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As PayPal is one of the most popular online transaction portals, they have seen it all. If you are in trouble with PayPal or the claims of customers with the transaction business, you can always expect a solution to come up. 

Abeeha Qasmi

Monday, July 12, 2021

Look at this situation as an opportunity to deliver an exceptional customer experience. Offer your customer a refund while emphasizing that you have broken your policies for them. The customer, in turn, will become a happy, satisfied and perhaps a repeat buyer. However, make sure you're not at a big loss in offering this refund.

Katie Heenan

Friday, July 30, 2021

When a claim is made on PayPal, they request information from both the buyer and seller. After their investigation, they make a decision. As you have a clear exchange policy, PayPal may decide the customer is not entitled to a refund. 
Small businesses, however, may just want to focus on keeping customers happy and issue the refund.