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As mentioned above, PayPal requests are created as soon as refund is created in CRM.COM, and is associated with PayPal either through its method. Paypal payment runs are used to send the pending refund requests and identify rewards participants whose PayPal accounts should be refunded due to an award, create refund requests and send the , request to PayPal. Refer to Refunding Rewards Participants for spending awards for more information.
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Applying business flows on PayPal
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instant discount (Back-end reduction)
When rewards participants get an instant discount, for example, earn awards from their purchase and directly spend them on it as a discount, there 2 ways the system can handle this, depending on your business setup.
- Front-end: Directly at the POS (The customer will pay for the discounted price)
- Back-end: Indirectly through a PayPal (The customer will pay for a full price at the POS and then get the awarded/discounted amount back to his bank or online account, for example PayPal, through a CRM.COM refund)
In order for the back-end reduction to be handled it is important to set the 'Refund Method' that should trigger the refund in PayPal provider and configure the Back-End Reduction Settings at the Participating Rewards Merchant. Refer to the business example below for a full description of how to setup and use CRM.COM for back-end reductions using PayPal.
Communicating PayPal refunds
PayPal refund information, can be communicated through Communications Data Entry page. You can use PayPal related communication tags (text that is automatically replaced by values specific to selected records) when creating communications for PayPal. Tags are available for selection by typing '#'. There are available tags for PayPal requests and PayPal cards where applicable. Refer to Communications manual for a complete list of PayPal tags.
Or, set up CRM.COM to automatically communicate to your customers, information related to refunds associated to their PayPal accounts and always keep them informed with no need of user intervention. For more information on how to set it up refer to Event Based Communications
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