Sue is an ecommerce merchant based in Australia.
She tells us that:
- A customer has submitted a claim against the company with PayPal, alleging that no order was received and that the address provided was incorrect.
- The company has checked the addresses on both the Shopify order and the PayPal order, and both match the address the parcel was sent to.
- he customer claims that their PayPal address typically populates automatically, that they have never experienced this issue before, and that they cannot understand how their address has been changed.
- The company cannot see how they have done anything wrong, as the address the parcel was sent to is correct according to paperwork and Australia Post tracking shows it has been delivered.
Our actionable advice to her is:
- Check the suburb of the PayPal address to see if it matches the tracking information.
- Provide screenshots of the order and PayPal information in the dispute.
- Contact PayPal directly to discuss the issue.
- Contact Australia Post to request a proof of delivery photo and show it to PayPal.
- If PayPal refunds the customer, open a case with the Australian Financial Complaints Authority (AFCA).
- Reach out to the customer directly to explain that the address on both the Shopify order and the PayPal order match the address the parcel was sent to.