How to contact customer via PayPal after claim?

[pelparc]

If a customer immediately escalates a dispute to a claim status, how are you supposed to contact them via PayPal to ask a question? The only option i can see is to send them an email directly, not via PayPal, however this will not then be recorded by PayPal.

 

[fisicx]

Log into your PayPal account and you see the disputes and make the appropriate responce.

 

[pelparc]

Log into your PayPal account and you see the disputes and make the appropriate responce.

Thanks but once it has been escalated to a claim you no longer have the option to make contact with the customer. The only options are to refund, make a settlement offer, dispute the claim with your evidence or refund but they need to return the order (this could be an option but i think the customer gets a refund regardless if they send it back or not).
The problem i have is a customer escalated the dispute to a claim after only 6 minuets, obviously not leaving us any time to correspond. They are claiming the complete contents are squashed which is very unlikely as most of the items are only 10mm thick and packed in the middle of a box 200mm deep. The delivery company say the parcel was delivered and signed for as accepting in good condition and have requested a photo showing the damage. We have sent a number of emails asking for a photo, however they are ignoring them all.

 

[Mr D]

As they are ignoring emails, write to the customer including copies of emails.
Could be ignoring, could be unaware of the emails. You need to make them aware and instruct the customer what you need doing.

 

[Ed Swain]

Thanks but once it has been escalated to a claim you no longer have the option to make contact with the customer. The only options are to refund, make a settlement offer, dispute the claim with your evidence or refund but they need to return the order (this could be an option but i think the customer gets a refund regardless if they send it back or not).
The problem i have is a customer escalated the dispute to a claim after only 6 minuets, obviously not leaving us any time to correspond. They are claiming the complete contents are squashed which is very unlikely as most of the items are only 10mm thick and packed in the middle of a box 200mm deep. The delivery company say the parcel was delivered and signed for as accepting in good condition and have requested a photo showing the damage. We have sent a number of emails asking for a photo, however they are ignoring them all.

From experience, you are best to continue through the escalation process. The customer will have to supply images of the faulty product etc and you supply the necessary information from your side.

 

[pelparc]

From experience, you are best to continue through the escalation process.

Thanks, are you saying i should tick the box "Disagree with claim. I would like to provide additional information." or "Issue the buyer a refund for the disputed amount of £xxx GBP. The buyer must return the item(s)."?

 

[Ed Swain]

Thanks, are you saying i should tick the box "Disagree with claim. I would like to provide additional information." or "Issue the buyer a refund for the disputed amount of £xxx GBP. The buyer must return the item(s)."?

If you are happy you sent everything and that the buyer is fraudulently making a claim then click then Click "Disgaree with Claim" option. This will then allow you to provide further information for Paypal to then make a judgement on