Disputes
What are the maximum number of days a buyer has to open a dispute for an item not received & significantly not as described
INR - 180 days
SNAD - 30 days from delivery or service rendered
Which Spark flow shows me when our risk model is stopping an acct action?
CARE
What is the minimum standard target for Adherence?
90%
This term describes the initial stage of a PayPal dispute where the buyer and seller communicate directly to resolve the issue before escalating it to a claim.
Dispute phase or Negotiation Phase
Where in the Dispute & Claims flow would find documents uploaded to the case?
Communications > Documents
First Contact Resolution - % of contacts that do not call back within 7 days
(ex: 10 calls taken & 1 calls back = 90% FCR)
What dollar amount requires proof of signature in order for it to be valid proof of delivery?
$750 and above
Merchant Profile on the left
Where can you go to view your performance?
NPM
How long can tracking show no movement before it is considered invalid?
10 days (Domestic)
20 days (International)
TEAM317
What is the total payment volume on this year for this acct?
1315528289389263524
11,181,912.05 USD
Target: 10%
CNP “I got an email about a refund, but don’t see it on my credit card statement”
CRB “I canceled my subscription, but still got charged”
DUP “The same payment was made twice” (on accident or system error)
ITA “I only sent a $10 payment, but got charged $15”
PBOM “I paid outside of PayPal after getting an error message”
TEAM2146
Which spark flow shows if a Merchant has any blocked payments?
Send / Receive Money
How many minutes max can you be out of adherence and still have a 90% for the day?
50 minutes