This table lists the various types of dispute. A key to the acronyms and terms is below the table. The Time column means time to respond to the dispute claim.
| PayPal name | Type | Reason | Explanation | Shopper comments | Defend? | MAI | Time | Funding effect |
|---|---|---|---|---|---|---|---|---|
| Chargeback | Chargeback | Unauthorised payment | The shopper has a dispute with their card issuer | None | Defend as you would for a normal card chargeback. Use the Dispute Management feature of the MAI. | For details see Identify Disputes | 7 days | Funds are put on hold |
| Claim | Claim | Various, such as goods not as described and non-recept of goods. | The shopper has raised a dispute directly with PayPal, and claim that s/he hasn't received the goods or the goods are not as described. | Yes |
If the dispute concerns digital content, you should win 100% of these cases. Inform PayPal that the goods are intangible/digital and use PayPal's Seller Protection program. See the separate Types of dispute section below.
For physical goods, respond as if it were a card chargeback.
For SNAD (Significantly Not As Described) claims, please provide the return address you give to your shoppers. |
For details see Identify Disputes | 10 days |
Funds are put on hold - DisputeFundsHeld journal |
| AFR | Temporary hold | Inquiry by PayPal | The PayPal fraud analyst and/or system places a temporary hold on a transaction due to suspected fraudulent activity. | None | These cases are covered by the PayPal Seller Protection Policy. To defend them provide the same compelling evidence as a chargeback. Contact the shopper to advise them that PayPal has put their payment on hold and that the shopper should contact PayPal to confirm that the payment was authorised. | For details see Identify Disputes | PayPal will find out |
Funds are put on hold - DisputeFundsHeld journal |
| Spoof | Unauthorised claim | Unauthorised | The shopper makes an unauthorised claim in PayPal's Resolution Centre against a transaction that was not authorised. | None | These cases are covered by the PayPal Seller Protection Policy. To defend them provide the same compelling evidence as a chargeback. You may be asked for additional information from PayPal - we advise you to provide this. | For details see Identify Disputes | If you're asked for additional information you have 7 days to respond. |
Funds are put on hold - DisputeFundsHeld journal |
AFR - Automated Fraud Reversals
MAI - Worldpay Merchant Interface
Note: There are two other dispute types; one is called a Dispute – this is where the shopper can have a discussion with you through the resolution centre. The second is called ACH Return. This is similar to a chargeback, it is a reversal of an ACH-funded payment. There is no chance to defend it as it will go straight to chargeback.
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