PayPal Process With Q&A

Summary

This is a guide about the PayPal transaction and how it is completed. As well as ask questions and receive answers pertaining to the type of of questions and comments you receive from customers. 

• Guidelines
• Issues

 

Guidelines

When a Customer places an order with PayPal, they are required to sign into their PayPal Account. The customer is also required to have a credit card on file with PayPal to be able to complete the order using PayPal. The address the customer has on PayPal, does not have to match the shipping address previously indicated on our website, and the address indicated by PayPal is not the address we will ship to. We will ship to the address the customer indicates on our website as the shipping address. 

  

The customer still has to go back to our website to complete and place the order.

Once they place the order then they will receive the email from iHerb, advising of the order number and that means the transaction is completed. The customer will also be receiving an email from PayPal about the order as well as being able to see the transaction in their PayPal History.

  

 

Issues

These are some issues that happen with the way a customer sees the PayPal transaction. 

QUESTIONS	ANSWERS
The customer receives an error message when trying to Place the order, but still sees a pending PayPal Transaction?	This happens because PayPal starts the transaction once they sign into the PayPal account. This is a pending transaction and will be voided from PayPal according to their policies.
How long does it take for a pending transaction to be removed from PayPal?	Since this varies based on where the customer is located. When I canceled the order it took about 5 minutes for the pending transaction to disappear. However it can take as long as 30 days depending on the situation. Not all accounts are the same.
Why does the customer see two treansactions for one order?	Just like with a credit card, when the customer places the order a authorization is processed. When the order is shipped the charge is completed. With PayPal you will have two transaction numbers one for the authorization and one for the actual charge.
What are the differences between a PayPal Dispute, Claim or Chargeback?	PayPal Dispute: buyer and seller try to come to an agreement regarding the dispute without involving PayPal.  PayPal Claim: buyer and seller were not able to reach an agreement. Customer escalates the dispute to a claim which gives PayPal the authority to investigate the case and determine an outcome. PayPal may choose to side with the customer by issuing a refund or side with iHerb by denying the refund.  Chargeback: buyer goes directly to the card issuer to get their money back. PayPal does not initiate or handle the chargeback. In this scenario, iHerb combats the chargeback by providing compelling evidence to reverse the chargeback from the card issuer. There are also fees associated with chargebacks
Can I still refund the customer if a Dispute, Claim or Chargeback is pending?	If the customer has an open dispute, BizDesk will not allow any partial refunds to be processed. It would have to be a full refund or the dispute would need to be closed to process a partial refund.  If the customer advises they opened a claim we should never do a refund until the claim is dropped. If we can help the customer directly, you can advise that the customer drop the claim and once it is we can then process the refund or resolve it faster than waiting the time for PayPal to investigate.  If a Charge-back is recorded then we should direct the customer to Verify as only they can clear it up from there. Normally with Charge-backs they will deactivate the account.