Making PayPal work for you. Welcome Kit

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1 Making PayPal work for you Welcome Kit

2 How to get the most out of your PayPal account Table of Contents How PayPal Works Paying with PayPal At the speed of want Pay anyone, anywhere Accepting Payments with PayPal Get paid on your website Get paid without a website Get paid on ebay More ways to get paid Sell over the phone Virtual Terminal Go digital Digital Goods Managing Money PayPal fee structure for sellers Apply for a discounted rate Link your bank account for withdrawals and get verified Understanding the Underwriting process Safety and Protection Buyer Protection Seller Protection Partner Support Operational Guide Improving customer satisfaction Tips to reduce disputes and chargebacks What is dispute? What is chargeback? How to make a refund? 7 Useful Pointers for Selling Overseas

3 How PayPal Works PayPal for Buyers It s easy to buy with PayPal because you can always speed through checkout without having to enter your credit or debit card details every time you pay. And the best part, you keep earning your credit card reward points. 1 Make your purchase Choose how you want to pay PayPal accepts 6 currencies in 03 markets. Credit or debit cards Link your cards to PayPal PayPal Balance Top up your balance by transferring funds from your bank account. 3 Pay more securely with ease 4 Payments reach sellers instantly You don t need to provide your personal details to your seller. Your sellers usually get paid instantly. How PayPal Works 3

4 PayPal for Sellers Businesses sell more with PayPal because we accept more payment types anywhere you do business. Not only is it easy to set up and use, but we also offer you comprehensive security and protections coverage. The best of all, customers using smartphones can see a mobile-optimised PayPal checkout automatically no integration needed. You can choose to have multi currencies in your PayPal account Withdraw to your local bank account Buyers pay you Payments are confirmed instantly Funds in your PayPal account Keep funds in your PayPal account as balance Make payments in different currencies 1 3 Accept global payments PayPal accepts 6 currencies in 03 markets. Get paid instantly Payments are confirmed and usually appear in your PayPal account instantly. Withdraw or spend the funds Withdraw funds into your local bank account or pay your suppliers around the world. How PayPal Works 4

5 Paying with PayPal At the speed of want Millions of people around the world use PayPal for one simple reason: it s simple. Just an address and password will get you through checkout before you can reach your wallet. Pay on ebay Pay on websites How it works Shop around the world and look for the PayPal button. Speed through checkout with simple login, no need for card details or addresses. Paying with PayPal 5

6 Pay anyone, anywhere Pay for your items easily and more securely, simply using an address. No matter where they are, they will be delighted to get your payment. Send money How it works Log in to your PayPal account and go to Send Money. Enter the address of the person you want to send the payment. Paying with PayPal 6

7 Accepting Payments with PayPal Get paid on your website Adding a PayPal Buy Now button is the fastest way to accept payments if you have a website. Your customers can pay with their credit cards, debit cards, PayPal and even their bank accounts (where available). 1 Create a payment button and add it to your website. You can also use a 3 rd party shopping cart that already includes PayPal. How to create a PayPal button If you already accept credit cards on your website, add PayPal as a payment option via Express Checkout. If you are a developer, learn about our API solutions. 1. Go to your account Profile and select My selling tools. Go to PayPal buttons and click Update 3. Select a sample button or create your own Accepting Payments with PayPal 7

8 Get paid without a website Get paid faster and easier with free professional invoicing. Your customer can pay more securely with the click of a button. Best of all, eligible invoicing transactions are covered by Seller Protection. 1 You can create and send a professional invoice to anyone with an address, regardless of whether they have a PayPal account or not. They can pay you with a credit or debit card, or their PayPal balance through your invoice. You can include your company logo, product details and refund conditions in your invoice and save the template to reuse for other clients. How to use PayPal Invoicing 1. Log in to PayPal. Go to Invoicing 3. Enter details and cost into the simple form and hit Send Get paid on ebay Extend your business to ebay and reach millions of buyers around the world. PayPal is an easier way to get paid on ebay. 1 Sign up for an ebay account. Click on Sell tab on the top of any ebay page to start listing your items. 3 Select PayPal as your payment option, review and submit your listing. Start selling. Go to ebay and set up your ebay account. Accepting Payments with PayPal 8

9 More ways to get paid No matter what type of businesses you have, we re ready to support you with different forms of payments solutions. PayPal makes it simple. Sell over the phone Virtual Terminal Virtual Terminal allows you to process payments over the phone, fax or even in person. There is no need for a website, use it anywhere you can access the Internet. More about Virtual Terminal Go digital Digital Goods Let your customers pay quickly and seamlessly without leaving your site. Enjoy competitive pricing for all three flows: one-time, pay-as-you-go and subscription payments. More about Digital Goods Go to paypal.com/hk and click on Business to learn about PayPal payment solutions. Accepting Payments with PayPal 9

10 Managing Money PayPal fee structure for sellers There s no monthly or cancellation fee when you sell with us. You only pay a fee after each sale. And the more you sell, the less you pay. There are no hidden fees. You don t have to pay anything until you get paid for selling something. Sales Volume Up to $5,000 HKD Website, invoice and payments 1 ebay payments 3 Hong Kong customers (per transaction) Overseas customers (per transaction) Hong Kong customers (per transaction) 4.4% + fixed fee 3.9% + $.35 HKD based on the currency received 3.4% + $.35 HKD Overseas customers (per transaction) 3.9% + fixed fee based on the currency received $5, $75,000 HKD 3.4% + $.35 HKD* 3.9% + fixed fee based on the currency received *.9% + $.35 HKD* 3.4% + fixed fee based on the currency received * $75, $750,000 HKD 3.% + $.35 HKD* 3.7% + fixed fee based on the currency received *.7% + $.35 HKD* 3.% + fixed fee based on the currency received * $750, HKD and over.9% + $.35 HKD* 3.4% + fixed fee based on the currency received *.4% + $.35 HKD*.9% + fixed fee based on the currency received * 1. Excluding Website Payments Pro Hosted Solution, Virtual Terminal, PayPal Here tm, and carrier billing products.. For example, for payments received in USD, the fixed fee is $0.30 USD. 3. For transactions on ebay website only. * Discounted rate qualification required. Learn more about PayPal Fees. Managing Money 10

11 Apply for a discounted rate You can apply for our discounted merchant rates when you meet the qualifying calendar monthly sales volume and keep your account in good standing order. How to apply 1 Log in to your PayPal account. Go to the bottom of the page and click on Fees. On the fee page, go to Selling is as low as.9% + $.35 HKD per payment within Hong Kong. Section and click on discounted merchant rates. 3 On Merchant rates page, go to the bottom and click on apply for our discounted Merchant Rates. 4 Fill in the application form and click Submit. Managing Money 11

12 Link your bank account for withdrawals and get verified Withdrawing funds from PayPal is easy. Simply link your local bank account to PayPal. Make sure the name on your bank account matches the one on your PayPal account. Initiate a transfer anytime and depending on your bank, it could take between 5 to 7 working days for the funds to appear in your bank account. Unverified PayPal accounts can send and receive payments but withdrawing funds has monthly limit of $3,800 HKD. To withdraw as much as you want without limits, simply confirm your bank account. This quick verification enables us to conduct the most basic confirmation of your identity and goes towards ensuring the overall security of our network. Most buyers also prefer to do business with Verified Sellers. Note: If you have a bank account in the U.S., you can also link this bank account and withdraw funds from PayPal. How to start 1 Log in to your PayPal account and go to your Profile and Setting. Go to My Money and click Add my bank. Managing Money 1

13 3 Fill in your bank information and follow the instruction to complete the process. Make sure the name on your bank account matches the one on your PayPal account. 4 Once you add your bank, PayPal automatically starts the account verification process. We will deposit small amounts to your bank. Please wait 5 working days to receive this transfer. Check your bank statement for the amounts of these deposits. Login to your PayPal account to verify the amounts. Managing Money 13

14 Understanding the Underwriting process The majority of our merchants are able to set-up an account and start transacting immediately. For a small minority of merchants with a very high sales volume, additional information related to their financial and business model may be requested for review as part of our Underwriting process. This enables us to gain a better understanding of these larger merchants and provide them with customised solutions. We will get in touch with you if your sales volume or industry type qualifies you for Underwriting. Managing Money 14

15 Safety and Protection Truly serious about your Security Sell with confidence knowing that our industry-leading fraud prevention system and intelligence are working tirelessly around the clock to keep you more secure. Building trust between Partners We screen every incoming transaction and user so we can detect and stop fraud before it happens. By providing additional accurate information about your business, such as your company URL, you can help us verify your identity and better manage your account. This also helps increase the overall security of our ecosystem and wins the trust of buyers. All your information is in one place Link your credit card and bank details to your PayPal account only once and you won t have to share it again. We ll automatically encrypt all of your sensitive information and communications with Secure Sockets Layer protocol (SSL) 3.0 (or higher) and the highest encryption key length of 56 bits. It s then stored on a heavily guarded server - both physically and electronically. We re designed to protect both buyers and sellers, so regardless of whether you buy or sell, you know we ve got your back. Safety and Protection 15

16 Buyer Protection Your buyers know that they can shop with confidence knowing that if an eligible item they ve purchased with PayPal doesn t arrive or arrives not matching the seller s description, we ll reimburse them for the full amount plus shipping costs. Items Not Covered Real estate, businesses, motorised vehicles, custom-made items, payments on crowdfunding platforms, industrial machinery (for manufacturing), pre-paid cards, or items that violate our policies or ebay s policies, anything bought in person at the point of sale, or payment transfers to friends or family are not covered. Please see the User Agreement for details and the full listing Protection Against Fraud Buyers are not liable for unauthorised purchases made from their account if the eligible incident is reported within 60 days. This coverage enables your buyers to shop with a peace of mind. Please see the User Agreement for terms and conditions. Seller Protection We protect you from eligible costs incurred from claims, chargebacks and reversals for unauthorised transactions and items not received by the buyer. We will reimburse you the full amount of the eligible payment and waive the chargeback fee if applicable. Items Not Covered Claims or chargebacks for items that don t match your description, motor vehicles, digital goods, items that have been shipped after PayPal has advised not to ship the item, and items that violate our acceptable use policy (things generally prohibited by law anyway) are not covered. Certain types of transactions or situations are also omitted from Seller Protection. These include transactions made through , items delivered in person or postage that can t be tracked. Please see the User Agreement for details and the full listing. Safety and Protection 16

17 Partner Support PayPal has been helping businesses to grow and expand globally through online commerce. We empower businesses to offer a safer, more reliable and convenient payment solution to their customers in 03 markets. We have been working with external partners to offer you the extended network of ecommerce solutions and marketing tools to support your business: 1 3 Getting started in your online business. Find everything you need to easily build your online store and start selling fast. Grow your ecommerce business. This solution set has all that it takes to take your online business overseas and sell more. More support for your business Whether you are looking for logistic, web design, hosting or logistic service, these industry experts can help. More on Hong Kong Partner Directory Partner Support 17

18 Operational Guide Managing Customers Concerns Once in a while, something can go wrong with an order due to simple misunderstanding or human error. You can quickly reduce or resolve the likelihood of buyer disputes, claims and chargebacks with improved communications and customer service. Improving customer satisfaction Communication is the key to reducing your likelihood of claims, disputes and chargebacks. You should: Post items quickly and track shipments. Send the tracking number to your customer so they know when to expect their purchase Give realistic delivery dates don t over-promise. Be accurate with your item descriptions. Provide your contact details so customers can contact you with their issues. Respond to queries and issues quickly. Display your return policy clearly. Operational Guide 18

19 Tips to reduce disputes and chargebacks Add a Customer Service Message Add a customer service message that will pop up before your customer files a dispute or claim. This lets a customer know how to get in touch with you to resolve an issue directly or to notify them about shipping delays, so they will be less likely to file a dispute or claim. Example: Shipments to the European region may experience a delay by 5-7 days because of the weather. To request a refund, please contact our customer service at or How to add a Customer Service Message 1 Go to your Profile and Setting. Select My Selling Tools, click on Update next to Customer Service Message under the Getting Paid and Managing My Risk section. 3 Enter your Customer Service Message and contact information. Operational Guide 19

20 Set your business name So that it will be reflected correctly on your customer s card statement. This will help them recognise the charge and avoid unnecessary chargebacks or claims. How to set your business name 1 Go to your Profile and Setting Select My Selling Tools, click on Update next to Credit Card Statement Name under Selling online section. 3 At the bottom of the page, enter the business name that you ve been communicating to your customers. Operational Guide 0

21 What is a dispute? A buyer who is not satisfied with a transaction may file a dispute in the Resolution Centre. Our dispute Resolution Centre can help you work out issues with a customer and arrive at a solution both sides can agree on, saving you time and money. Common reasons for opening a dispute includes: Item not received (INR): the buyer has not received the item. Item significantly not as described (SNAD): the buyer receives an item that does not fit your item description. How to resolve 1 Login to PayPal and go to the Resolution Centre. Here, you ll be guided in a step-by-step tutorial on how to respond to a dispute. The Resolution Centre helps you to track, manage and resolve your dispute as quickly as possible. Resolve this problem directly and amicably with the buyer before it s escalated to a claim. Provide prompt customer service so customers feel comfortable to buy from you again. Operational Guide 1

22 What is a chargeback? A Chargeback occurs when a buyer requests their credit card issuer to reverse a transaction that has already gone through. They are usually filed due to: Item not received (INR): the buyer does not receive the item. Item significantly not as described (SNAD): the buyer receives an item that does not fit your item description. Unauthorised use: the buyer s financial information was stolen and used fraudulently. We provide tools and tips to help you resolve unwarranted chargebacks. If you meet the eligibility requirements, PayPal Seller Protection will also protect you from costs arising from unauthorized transaction and INR chargebacks. How to resolve Communication is the key when working to reduce the likelihood of claims, disputes and chargebacks. You should: 1 If a buyer files a chargeback against you for a credit card transaction through PayPal, we ll you as soon as we re contacted by the credit card issuer. Please go to our Resolution Centre and upload any documents which can support your case. 3 Funds in question will be held temporarily, as we work with you to resolve the chargeback with the buyer s credit card issuer. 4 The resolution process can take days, depending on the credit card issuer. 5 If the credit card issuer decides in your favour, PayPal will immediately transfer the funds back to you. Operational Guide

23 How to make a refund? You can issue a full or partial refund within 60 days after a buyer pays you. When you issue a full refund, PayPal will return the full transaction fee, but keep the fixed fee. As for a partial refund, PayPal will keep the same partial percentage of the fixed fee. How it works 1 Select the transaction you want to refund Click on Issue a refund 3 Enter the amount to issue the refund. Operational Guide 3

24 7 Useful Pointers for Selling Overseas PayPal is the safer, easier way to sell overseas. 1 Financing Look out for government agencies that support and finance exporters, such as: International Trade Administration Trade Information Center Small Business Administration Office of International Trade Setup The Internet makes it easier for you to reach out to international buyers. Some tips to make your website more appealing: Highlight your ability to accept international orders Make sure your website has a toggle to switch languages 7 Useful Pointers for Selling Overseas 4

25 List your products in the local currency Offer clear information on shipping, costs and countries serve 3 Marketing/Sales Look for ways to attract international buyers, and expand your existing domestic marketing. Local search tools and direct mail are possible options. 4 Payments With 03 markets, 6 currencies and 15 million active accounts worldwide, PayPal allows your business to: Accept a wide variety of global payment methods with ease Receive payments from more than 15 million accounts worldwide Sell to customers in 03 markets using 6 currencies PayPal gives your business access to local funding methods worldwide, without the hassle of opening multiple merchant accounts overseas. With a single PayPal account, you have access to all the worldwide benefits that can grow your business. 7 Useful Pointers for Selling Overseas 5

26 5 Shipping For global shipping services, check out shopping carriers that service your area. Larger shipping companies will offer packages and all-in-one solutions, which may include handling, customs and excise documentation, and shipping calculators. Visit the following for more options: Hong Kong Post DHL International Shipping FedEx International Shipping UPS International Shipping 6 7 Customer service Language can be a barrier for international customer service. Although most of your buyers will be able to understand English, you should make sure that your return policies are clear for international transactions. If your company intends to set up a website overseas, it is important to provide customer service in the local language. Regulations Customs and documentation All shipments must clear customs, which is the agency monitoring shipments entering a country or region. To help customs officials understand the contents, value and purpose of your shipment, you should attach customs forms to the outside of your package. Some shipping companies will handle this for you as a service. As a general rule, you should not declare your package s contents as a gift. It is against the law to misrepresent an item to avoid customs fees. Visit the World Customs Organization at for more information about customs regulations around the world. Duties and taxes Duties and taxes may be charged to the buyer on certain items, and vary by country. Make sure that your customers are aware that duties and taxes are their responsibility. 7 Useful Pointers for Selling Overseas 6

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