Jiether Penus

SOP DISPUTES Paypal and Klarna are very sensitive in terms of banning us. We really need to keep the disputes as low as possible and have the client cancel them. A refund is way better for the long term then a lost dispute. Disputes: First reach out to the customer and try to solve it by them canceling the dispute and we either: 1. Send a free replacement 2. Give a 125% voucher on our store 3. Refund the customer (as last option) Example 1: Item not as described or size does not fit: Send replacement free of charge (Better quality / not broken) or offer a 125% voucher depending on the situation. If they don't want that after all, then you can refund the customer if they canceled the dispute. Step 1: Contact the customer through email (goal: stop the dispute) E-MAIL: Subject: Resolution Options for Your Recent Purchase with SHOP_NAME Dear [Customer's Name], We regret to hear about the issue you encountered with your recent purchase ([Order Number]). Your satisfaction is our utmost priority, and we are keen to resolve this matter to your satisfaction. We are offering two options for resolution: 125% Voucher: Receive a voucher valued at 125% of your original purchase price, which you can use for any item(s) on our website. Free Replacement: We can send you a free replacement with the correct size or another item of your choice from our store. To proceed with either of these options, we kindly ask that you close the dispute on (PayPal/Klarna). Once the dispute is closed, please reply to this email indicating your preferred resolution option, and we will take prompt action accordingly. We believe that either of these options provides a fair resolution and hope they reflect our commitment to ensuring a positive shopping experience for you. Please feel free to reply to this email if you have any further questions or if there's anything else we can assist you with. Thank you for your understanding and cooperation. Warm regards, [Your Name] SHOP NAME Customer does not accept and does not cancel dispute? → Full refund if cancel dispute Step 2: Offer full refund if customer cancels E-mail: Subject: Full Refund Offer for Your Recent Purchase with SHOP NAME Dear [Customer's Name], Thank you for bringing your concerns to our attention regarding your recent purchase ([Order Number]). We regret that the previous resolution options did not meet your expectations. Our primary aim is to ensure your satisfaction and provide a hassle-free shopping experience. Given the circumstances, we are offering a full refund for your purchase. We request that you close the dispute on (PayPal/Klarna) so we can process the refund promptly. Once the dispute is closed, we will issue a full refund to your original payment method. Your satisfaction is important to us, and we hope this offer adequately addresses your concerns. Please reply to this email to confirm acceptance of the full refund offer or if you have any further questions. Thank you for your patience and understanding throughout this process. Warm regards, [Your Name] SHOP NAME Example 2: Item not received but tracking shows received --> Solution: Send a free replacement if they cancel the dispute. E-mail: Subject: Addressing Your Concerns Regarding Order [Order Number] from SHOP NAME Dear [Customer's Name], We are sincerely sorry for any inconvenience caused regarding your recent order ([Order Number]) with us. We take your concerns seriously and are committed to resolving this matter to your satisfaction. We have already initiated contact with the delivery company to investigate this issue further. A representative from the postal company will visit your location to better understand the situation. This will help us in accurately determining the cause and finding a solution promptly. In the meantime, we kindly request that you close the dispute on (PayPal/Klarna) as we work through this matter. Once the investigation is complete, we are more than willing to offer a free replacement for your order should the error be on our end. Please reply to this email to confirm your agreement to this process, or if you have any further concerns or suggestions on how we may better assist you. Your satisfaction is our priority, and we appreciate your patience and understanding as we work to resolve this concern. Thank you for choosing SHOP NAME. Warm regards, [Your Name] SHOP NAME Example 3: Dispute: Item not received yet Subject: Update on Your Order [Order Number] from SHOP Dear [Customer's Name], We sincerely apologize for any concern caused by the delivery time of your recent order ([Order Number]). We understand how eagerly you must be awaiting your purchase. According to our records, the standard delivery time for orders is 14 days, and today marks the 8th day since your order was placed. We assure you that your order is on track and will be delivered within the specified 14-day timeline. You can check the progress of your delivery using the tracking number provided in your order confirmation email. We kindly request that you close the dispute on (PayPal/Klarna) as we are adhering to the promised delivery timeframe. Rest assured, we are committed to ensuring that you receive your order as expected. Should you have any further concerns or if there's any additional assistance we can provide, please feel free to reply to this email. We are here to help! Thank you for your patience and understanding. We appreciate your trust in SHOP_NAME and look forward to serving you. Warm regards, [Your Name] SHOP Dispute: Return Dear xx, We wanted to inform you about the status of your order. It seems that your package has not arrived yet. We kindly ask you to check the tracking code you received to get the latest information on the status of the package. If there are any problems or delays, we encourage you to contact PostNL directly to inquire about the status of your shipment. Once our warehouse team receives the returned goods, we will process your refund immediately. We thank you for your patience in this matter. We also ask you to close the dispute on (Klarna/Paypal) while we resolve this issue. This will speed up the refund process once the item has been returned and verified. Thank you for your understanding and cooperation. Please do not hesitate to contact us if you have any further questions or comments. Kind regards,