Helping you resolve cases.

Cases can happen to any seller. Our goal is to make it as easy as possible to respond

Understanding disputes, claims, and chargebacks.

If something goes wrong with an order, a customer may open a case. Common types of cases are disputes and claims, which are filed with PayPal, and chargebacks, which are filed with the card issuer. All cases result in a temporary hold on transaction funds, so the best approach is to respond quickly.

Disputes filed with PayPal

Resolving a dispute filed with PayPal.

When a dispute is filed with PayPal, we allow time for you to work with the customer to resolve the issue amicably.

It’s best to respond to the dispute with your customer as soon as possible before it turns into a claim. In situations where the seller doesn’t respond quickly, customers typically escalate their dispute to a claim after about 4 days. However, a dispute can be escalated to a claim within 20 days from when it is filed.


How to respond to your dispute.

  • 1Notification and login
    First, we'll email to let you know you've received a dispute and place a temporary hold on the transaction funds. Your first step will be to log in to your PayPal account and click on Open cases in the Resolution Centre.

  • 2Find your case
    Click on the Response Required tab to review.

  • 3Respond
    Respond to your customer with an explanation of what happened and suggestions on how to resolve it. We recommend you respond as quickly as possible, as delaying makes it more likely the customer will escalate the dispute to a claim.

    Here are tips for responding to your dispute based on the issue:

    • Item Not Received
      For this type of case, you will need to share any relevant information and explain how you delivered the item or service.

      If you’re selling tangible goods and you haven’t shipped the order, share an explanation of why it hasn’t been shipped and offer a refund if necessary. If you shipped the order, share the shipping receipt or online tracking order with your customer. Inform the customer of the expected delivery times so they know when they may receive it from the courier.

      If you’re selling intangible goods, it is important to ensure you keep full documentation of the delivery of service, such as proof of download or email receipts.

    • Significantly Not as Described
      For this type of case, you will need to inform the customer that the item or service provided is in line with what was promised to them before payment. Communicate or respond back with how you had accurately described the product or service and ensure you respond to the case with relevant details.

      Here is more information on how to provide the right documents for your case.

      After responding, you can work together with the customer on a resolution and the customer may close the case. If you can’t reach a resolution, either of you can escalate the case to a claim.
    You can read more about how to respond to a dispute in our Help Centre.
See Open Cases

Tips for positive communication.

Cases can happen to any seller, and handling them well can go a long way toward keeping customers happy. Here are a few tips for communicating effectively throughout the process.

Assume the best.

Begin conversations with an open mind and listen patiently. Many problems result from miscommunication or a simple human error, and this
is your opportunity to clear them up.

Stay focused on solutions.

Take a proactive, friendly approach to resolving the issue and resist the temptation to let communications become negative as this can make coming to an agreement harder.

Be constructive.

Let your customer know you want to find a resolution – they likely want the same thing. Showing mutual respect can help set the stage for a positive and productive conversation.

Think long term.

Give your customer a break today and you could open the door to more opportunities tomorrow.

Explore more ways to foster positive communications with customers and help avoid cases.

NEW Chargeback Protection

PayPal now offers Chargeback Protection which you can apply for and once approved, we’ll help protect your eligible transactions from “unauthorised” or “item not received” chargebacks. Submit the info we need, and we'll waive the chargeback fee and remove the hold on the dispute amount.1 Chargeback Protection is available through our Advanced Integration.

Learn More

Minimise your losses with Seller Protection

See if your sales are eligible for Seller Protection, which comes included with your PayPal account. If you meet all the requirements,2 PayPal can help you protect your online sales and minimise losses due to claims and chargebacks at not extra cost.

Get Details

1Chargeback Protection is only available for accounts enrolled in  Advanced Credit and Debit Card payments.  Only “unauthorised” and “item not received” chargebacks are eligible under Chargeback Protection. Merchants are still expected and required to respond to all chargeback disputes in the PayPal Resolution Centre. Additional fees apply.

2Available on eligible purchases. Limits Apply