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.

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

      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

*Timeline is subject to change. The buyer or seller may choose to escalate the dispute to a claim earlier rather than wait 20 days. If there is no response after 20 days, the case will be closed.

Resolving a claim filed with PayPal.

If a customer files a claim with PayPal or a dispute is escalated to a claim, we’ll step in to review the details and determine a solution. 

You will be asked to provide information and evidence based on the type of issue that led to the claim:

  • For Item Not Received claims, you will need to prove that the item and service were delivered to your customer.
  • For a Significantly Not as Described claim, you will need to prove that the item or service provided is in line with the item or service promised to the customer before payment.
  • For an Unauthorised Transaction claim, if you are eligible for Seller Protection, you will need to prove that you have fulfilled the transaction and incurred a loss.

You can find more information on how to provide the right documents for your case in our Help Centre.

Here are just some examples of the details we may ask you to provide:

  • Proof of shipment or delivery, like a third-party shipping receipt, online tracking number, or signature confirmation. Ensure the shipping receipt matches your customer’s address in the transaction details.
  • Proof of replacement delivery or refund if the customer received their order but claimed there was an issue with it.
  • A signed contract or other proof that services were provided.
  • Proof of download if you sold a digital product.
  • Proof of fulfilment if you sold other intangible goods, such as a digital receipt.
Make sure you respond to your customer as soon as possible. Although you generally have up to 10 days to respond, PayPal may communicate a different timeline by which you need to take action. You will need to provide all the information requested so we can work towards the best outcome for your eligible claim.*


How to appeal a claim.

If a claim is decided in favour of the customer, you may be able to appeal it. The decision could be reversed if the item was returned to you in a different condition as the customer first received it, the item wasn’t returned, or the wrong item was returned.

Steps to appeal a claim:

  1. Log in to your PayPal account.
  2. Go to the Resolution Centre.
  3. Go to the Closed Cases section.
  4. Select case details.
  5. Click on the Appeal link.
After you file your appeal, we may ask you for documentation or to fill out a declaration. Then we’ll have a representative review your claim. If an appeal is granted, you’ll be reimbursed for the eligible transaction.

Get Started

*PayPal may determine the outcome of your claim in a shorter time frame. PayPal may also take action based on eligibility requirements set forth in the User Agreement any additional information provided during the resolution process, or any other information PayPal deems relevant and appropriate under the circumstances – such as your claim history.

Resolving a chargeback filed with the card issuer.

When a customer files a chargeback, the issuer initiates and reviews the case, rather than PayPal. You’ll need to log in to PayPal and respond to the chargeback filed in the Resolution Centre. Once you respond, our team of chargeback specialists will use your response and collect information about the eligible transaction to build a case to take to the card issuer or financial institution, assuming you have reason to dispute the chargeback.

Customers generally have up to 180 days after an order was placed to file a chargeback. You typically have 10 days after it was issued to respond.*


How to respond to your chargeback.

  • 1Notification and login
    First, the card issuer notifies our merchant bank and withdraws the transaction funds from PayPal. We’ll send you a notification with a request for information 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 quickly and provide us with information related to the chargeback, including transaction records like proof of shipment. You can find more detailed information on how to respond in our Help Centre.

    • After you respond, the chargeback specialist will dispute the chargeback on your behalf and try to recover your eligible funds from the customer’s card issuer.

    If the card issuer decides in your favor:

    The customer will be charged for the transaction, and you'll get your eligible funds back.

    If the card issuer decides in favor of the customer:

    The customer will receive a full refund. If you provide sufficient evidence and qualify for PayPal Seller Protection we can cover your loss on eligible transactions.**


    It's our mission to help you resolve the chargeback. Although it typically takes 30 days for us to dispute a chargeback, it may take your customer's card issuer up to 75 days to make a final decision. We appreciate your patience as we work to help resolve the chargeback on your behalf.

See Open Cases

*Timeline may vary by financial institution.
**Only available for eligible purchases. Terms and Conditions apply.

Tips for positive communication.

Cases can happen to any seller, and handling them well can go a long way towards 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.

Help keep your sales safer 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,* PayPal can help protect your online sales and minimise losses due to claims and chargebacks at no extra cost.

Get Details

*Limits apply.