Hi all! I run Meditation Magazine.
We have thousands of happy customers. Recently, one customer filed a dispute saying she never received her copies. She seems like a nice old lady who was unable to figure out how to contact us (even though our contact info is all over our website) and didn't know how PayPal works.
The mail guy at our fulfillment center said that the copies were likely delayed at a USPS processing plant in Pennsylvania that happens to be heavily backlogged due to the pandemic. So, even though she only paid $15 for the subscription, and we already spent ~$6 on shipping and ~$3 on printing, we paid another $10+ to send two MORE copies via UPS 2-day shipping, to make sure she got her copies ASAP. The tracking code showed that they were received within two days. I emailed the customer to ask her if she received them.
While waiting for her to respond, I entered the tracking code for the UPS shipment in the PayPal resolution center, to show that the second copies had already arrived. But PayPal still closed the case in the customer's favor.
A few days AFTER the case was closed, the customer emailed me:
Hi Kevin,
Sorry I’m only getting back to you now. I don’t go online much or check my email.
I did get the magazines. Thank you for reshipping them!
I’m not very familiar with PayPal. I’ve only used it once before.
I’m looking to see a resolve tab on there now but so far I don’t see it. I’ll keep looking though!
Thanks!
So... the customer wants to resolve the dispute, but the case is already "closed."
Does anybody know how she can resolve it?
