Paypal Resolution Centre
The purpose of this document is to explain standard operating procedures for
Overview#
Purpose: The purpose of this document is to explain standard operating procedures for processing returns from customers through Paypal. PayPal is a payment services provider and acts as such by creating, hosting, maintaining and providing PayPal services to ecommerce customers via the internet
Scope: This SOP is applicable to Accounts, Customer Service and Management of Bragan processing financial transactions which involve refunds, waiver, cancellation or adjustment of recovery of established amounts receivable invoiced. This SOP Covers Item not as described and Item not received / Unauthorised Transaction
Responsibility: It is the responsibility of each financial initiating agent and (delegated) authorising officer to comply with this procedure, including sound financial management.
Objective: Ensure the following information is on every Invoice – Customer email address, Order ID & Total.
To guide the newly hire on the Paypal Process
Notes#
This section is important so Adhoc points and issues can be logged. Also, Q&A can be logged for suggestions for potential issues encountered. Also, log important notes needed for this system. Additional Notes:
If an eBay / PayPal paying customer wants to change their delivery address we have to cancel the original order and they will have to order again if they want it delivered
to a different address. Buyer / Seller protection policy – so for example if a customer orders and on their PayPal transaction the address is 123 Fake Street but they want it sent to 122 Fake Street and we change this without the customer re-ordering, they can open a case to say that they have not received their parcel to ‘123 Fake Street’ & because we changed this to ‘122 Fake Street’ we cannot provide a shipping label to show we sent it to ‘123 Fake Street’ & PayPal will side with the buyer so not only would the buyer receive the item – they would also be refunded.
Under no circumstances do you admit or agree liability. In all cases you must present our side of the story. Any refund must be agreed with Accounts / Management
Potential Issues:
1 - ISSUE ENCOUNTERED: Stuck on Loading RESOLUTION: Refresh Browser
2 - ISSUE ENCOUNTERED: Broken Links RESOLUTION: Get the external link as this will allow other people to access the SOP without the need for login credentials and avoid broken links.