Actions to Assist Merchants Affected by Coronavirus

We know the spread of the coronavirus and its impact on the global economy has serious implications for your business. We are here to support you.

On March 31, PayPal announced a set of relief measures to help more than 24 million merchants around the world impacted by the coronavirus. We want to take a moment to share with Braintree merchants what these relief efforts may mean for your business.

To help alleviate the financial impacts you may be experiencing, Braintree has implemented the following measures, which may vary based on your account type, size, and other factors specific to each merchant:

Dispute auto-response for refund evidence

We will automatically submit refund evidence on your behalf for chargebacks raised on US-based credit and debit card transactions greater than $30 USD, if you have not submitted evidence by the deadline.

The automation of dispute response is a new functionality intended to help you manage the rising volume of disputes. This functionality will also help merchants who are receiving disputes on already-refunded transactions avoid potentially refunding the same customer twice. This does not guarantee that you will win the dispute, so we encourage you to continue to attach additional evidence to the dispute if available.

This functionality went into effect on April 3, 2020 for merchants of all sizes processing in the US. The pilot program and duration of the program is subject to be changed or adjusted at any time, and we encourage you to respond to every dispute in the Control Panel or SDK/API integration.

Chargeback fee waivers

For eligible Braintree merchants, primarily our hardest hit small and medium businesses, we have waived chargeback fees from April 1, 2020, through at least April 30, 2020.

To determine if your fees were waived, refer to your monthly account statement.

We’re here to help

We understand this may be a difficult time for businesses, and we want to do our part to support you. If you have any questions, don't hesitate to contact us.

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