WelcMaking PayPal work

for you

ome Kit

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How PayPal Works

Paying with PayPal

Accepting Payments with PayPal

Managing Money

Safety and Protection

Partner Support

Operational Guide

7 Useful Pointers for Selling Overseas

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At the speed of want Pay anyone, anywhere

Buyer Protection Seller Protection

Get paid on your websiteGet paid without a website Get paid on eBayMore ways to get paid Sell over the phone – Virtual Terminal Go digital – Digital Goods

PayPal fee structure for sellersApply for a discounted rateLink your bank account for withdrawals and get verifiedUnderstanding the Underwriting process

Improving customer satisfaction Tips to reduce disputes and chargebacks What is dispute? What is chargeback?How to make a refund?

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How to get the most out of your PayPal account

Table of Contents

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How PayPal Works

PayPal for Buyers

How PayPal Works

PayPal accepts 26 currencies in 203 markets.

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.

You don’t need to provide your personal details to your seller.

Your sellers usually get paid instantly.

Credit or debit cardsLink your cards to PayPal

PayPal BalanceTop up your balance by transferring funds from your bank account.

Make your purchase

Pay more securely with ease

Choose how you want to pay

Payments reach sellers instantly

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PayPal accepts 26 currencies in 203 markets.

Payments are confirmed and usually appear in your PayPal account instantly.

Withdraw funds into your local bank account or pay your suppliers around the world.

Accept global payments

Withdraw or spend the funds

Get paid instantly

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Buyers pay you

Payments are confirmed instantly

Funds in your PayPal account

You can choose to have multi currencies in your PayPal account

Withdraw to your local bank account

Keep funds in your PayPal account as balance

Make payments in different currencies

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.

PayPal for Sellers

How PayPal Works

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Paying with PayPal

Paying with PayPal

Millions of people around the world use PayPal for one simple reason: it’s simple. Just an email 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 .

At the speed of want

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Pay for your items easily and more securely, simply using an email address. No matter where they are, they will be delighted to get your payment.

How it works

Log in to your PayPal account and go to “Send Money”.

Enter the email address of the person you want to send the payment.

Pay anyone, anywhere

Paying with PayPal

Send money

7Accepting Payments with PayPal

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).

Create a payment button and add it to your website. You can also use a 3rd party shopping cart that already includes PayPal.

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.

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1. Go to your account Profile and select “My selling tools”

2. Go to “PayPal buttons” and click “Update”

3. Select a sample button or create your own

How to create a PayPal button

Accepting Payments with PayPal

Get paid on your website

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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.

You can create and send a professional email invoice to anyone with an email 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

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1. Log in to PayPal

2. Go to “Invoicing”

3. Enter details and cost into the simple form and hit “Send”

Get paid without a website

Extend your business to eBay and reach millions of buyers around the world. PayPal is an easier way to get paid on eBay.

Go to eBay and set up your eBay account.

Sign up for an eBay account.

Select PayPal as your payment option, review and submit your listing.Start selling.

Click on “Sell” tab on the top of any eBay page to start listing your items.

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Get paid on eBay

Accepting Payments with PayPal

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No matter what type of businesses you have, we’re ready to support you with different forms of payments solutions. PayPal makes it simple.

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.

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.

Sell over the phone – Virtual Terminal

Go digital – Digital Goods

More about Virtual Terminal

More about Digital Goods

More ways to get paid

Accepting Payments with PayPal

Go to paypal.com/hk and click on “Business” to learn about PayPal payment solutions.

10Managing Money

Managing Money

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.

1. Excluding Website Payments Pro – Hosted Solution, Virtual Terminal, PayPal Heretm, and carrier billing products.2. 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.

Sales Volume Hong Kong customers (per transaction)

Up to $25,000 HKD 3.9% + $2.35 HKD 3.4% + $2.35 HKD

3.9% + fixed fee based on the currency received2

3.4% + fixed fee based on the currency received2*

3.2% + fixed fee based on the currency received2*

2.9% + fixed fee based on the currency received2*

2.9% + $2.35 HKD*

2.7% + $2.35 HKD*

2.4% + $2.35 HKD*

4.4% + fixed fee based on the currency received2

3.9% + fixed fee based on the currency received2*

3.7% + fixed fee based on the currency received2*

3.4% + fixed fee based on the currency received2*

$25,000.01 – $75,000 HKD 3.4% + $2.35 HKD*

$75,000.01 – $750,000 HKD 3.2% + $2.35 HKD*

$750,000.01 HKD and over 2.9% + $2.35 HKD*

Hong Kong customers (per transaction)

Overseas customers (per transaction)

Overseas customers (per transaction)

Website, invoice and email payments1 eBay payments3

PayPal fee structure for sellers

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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.

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 2.9% + $2.35 HKD per payment within Hong Kong.” Section and click on “discounted merchant rates”.

On “Merchant rates” page, go to the bottom and click on “apply for our discounted Merchant Rates”.

Fill in the application form and click “Submit”.

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Managing Money

How to apply

Apply for a discounted rate

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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.

Managing Money

Log in to your PayPal account and go to your “Profile and Setting”.

Go to “My Money” and click “Add my bank”.

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How to start

Link your bank account for withdrawals and get verified

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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.

Once you add your bank, PayPal automatically starts the account verification process.

• We will deposit 2 small amounts to your bank.

• Please wait 5 working days to receive this transfer. Check your bank statement for the amounts of these 2 deposits.

Login to your PayPal account to verify the amounts.

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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.

Understanding the Underwriting process

Managing Money

15Safety and Protection

Sell with confidence knowing that our industry-leading fraud prevention system and intelligence are working tirelessly around the clock to keep you more secure.

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.

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 email communications with Secure Sockets Layer protocol (SSL) 3.0 (or higher) and the highest encryption key length of 256 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

Truly serious about your Security

Building trust between Partners

All your information is in one place

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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 CoveredClaims or chargebacks for items that don’t match your description, motor vehicles, 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 email, items delivered in person or postage that can’t be tracked. Please see the User Agreement for details and the full listing.

Seller Protection

Safety and 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.

Buyer Protection

17Partner Support

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 203 markets.

We have been working with external partners to offer you the extended network of eCommerce solutions and marketing tools to support your business:

More on Hong Kong Partner Directory

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 businessWhether you are looking for logistic, web design, hosting or logistic service, these industry experts can help.

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Operational Guide

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.

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.

Improving customer satisfaction

Managing Customers’ Concerns

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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 1-800-888-8888 or support@bizname.com

Tips to reduce disputes and chargebacks

How to add a Customer Service Message

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.

Enter your Customer Service Message and contact information.

Operational Guide

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Add a Customer Service Message

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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.

Go to your “Profile and Setting”

Select “My Selling Tools”, click on “Update” next to “Credit Card Statement Name” under “Selling online” section.

At the bottom of the page, enter the business name that you’ve been communicating to your customers.

Operational Guide

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How to set your business name

Set your business name

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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.

What is a dispute?

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.

How to resolve

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Operational Guide

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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.

What is a chargeback?

Communication is the key when working to reduce the likelihood of claims, disputes and chargebacks. You should:

How to resolve

If a buyer files a chargeback against you for a credit card transaction through PayPal, we’ll email 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.

Funds in question will be held temporarily, as we work with you to resolve the chargeback with the buyer’s credit card issuer.

The resolution process can take 75-100 days, depending on the credit card issuer.

If the credit card issuer decides in your favour, PayPal will immediately transfer the funds back to you.

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Operational Guide

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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 to make a refund?

How it works

Select the transaction you want to refund

Click on “Issue a refund”

Enter the amount to issue the refund.

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Operational Guide

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7 Useful Pointers for Selling Overseas

PayPal is the safer, easier way to sell overseas.

7 Useful Pointers for Selling Overseas

FinancingLook out for government agencies that support and finance exporters, such as:

• International Trade Administration• Trade Information Center• Small Business Administration – Office of International Trade

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SetupThe Internet makes it easier for you to reach out to international buyers. Some tips to make your website more appealing:

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Highlight your ability to accept international orders

Make sure your website has a toggle to switch languages

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Marketing/SalesLook for ways to attract international buyers, and expand your existing domestic marketing. Local search tools and direct mail are possible options.

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List your products in the local currency

Offer clear information on shipping, costs and countries serve

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.

PaymentsWith 203 markets, 26 currencies and 152 million active accounts worldwide, PayPal allows your business to:

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Accept a wide variety of global payment methods with ease

Receive payments from more than 152 million accounts worldwide

Sell to customers in 203 markets using 26 currencies

7 Useful Pointers for Selling Overseas

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Customer serviceLanguage 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.

ShippingFor 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

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RegulationsCustoms 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 www.wcoomd.org for more information about customs regulations around the world.

Duties and taxesDuties 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.

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7 Useful Pointers for Selling Overseas