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The PayPal Official Insider Guide to Growing Your Business: Make money the easy way by Michael Miller, PayPal Press

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11. Dealing with Disputes and Chargebacks

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Disputes and chargebacks can be difficult to handle. PayPal’s systems can help—reducing the staff time and increasing customer’s satisfaction. This is especially true if you have limited staff available to handle customer concerns.

The experience of resolving an issue strongly affects your customer’s attitude and how they speak about you, for better or worse. Even if you’ve made a mistake, if you handle it well you often gain a customer for life!

If they don’t choose to contact you directly, a dissatisfied customer has two avenues for complaint: filing a dispute with PayPal, or initiating a chargeback ...

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