How to handle a „mistake” claim

[SpiriferMineral]

Hi! A buyer filed a claim BEFORE even contacting me. As soon as I saw his message (on instagram) - which was after 1 hour I responded and told him we d refund him of course (even though I only have his words that he supposedly received an empty package). I asked why he filed a claim instead of talking to me first. He said he was stressed and didnt know what to do and he is sorry. Anyway - my question is - how to handle it now in the best way not to worsen my paypal claim statistics? Is it possible to undo such claim ? Basicly it should not have happened if he just waited one hour for My answer. Or now it does not matter what I do as it is already in my records? Thanks!

[kernowlass]

@SpiriferMineral 

Did he open a dispute and then escalate to a claim?

Or is it still in the dispute phase?

If so then get him to just close it or refund and it auto closes.

If it has not been escalated then paypal have not been involved yet.

Personally I wouldn't even bother about the odd claim being raised.

[SpiriferMineral]

It is just a dispute for now. I am not very worried about it. But it is a bit frustrating because just a month ago we got a limitation on our account because we had 100% more claims this year (2) than last year (1)… none of them were escalated to involve paypal - all were the style I described above all solver very quickly and set as up with no reason because there were neve any „fight” between us. Still paypal treated these as an excuse to limit our account (it blocked our money over some amount) It took us a week to explain it and take these limitations off …

[kernowlass]

@SpiriferMineral 

Then the buyer can close it OR it will auto-close at 20 days and won't become a claim.

[SpiriferMineral]

thanks, but as I said - none of my disputes were ever escalated to a claim and still paypal used the number of disputes to limit my account last month. This is why I am asking. 

[PayPal_Bindu]

Hello @SpiriferMineral,

Welcome to our community help forum!

Thanks for the helps @kernowlass! I do understand your concern regarding your account getting limited. Limitations can be placed based on several reasons and we'll send you an email with the reason for the limitation. To ensure the security of all of our customers, we regularly review account activity. If there's any risk found, we may limit your account and ask you to complete some steps to remove your account limitation in the resolution center of your PayPal account. When you have completed each step, your account will be reviewed and you will receive an email updating you on your account status.

Our Seller Protection helps guard you from losing money to claims, chargebacks and reversals. To learn more about PayPal’s Seller Protection Policy and Purchase Protection Policy, click Legal at the bottom of any PayPal page, and then click PayPal Account User Agreement.

I hope this information helps,

Bindu