Problem with a purchase

Did something go wrong when making a purchase with PayPal? Did your order not arrive? Did something arrive that was very different than described? The first step is to dispute the transaction through us. We’ll facilitate communication between you and the seller to see if things can be worked out. Many disputes are caused by misunderstandings, and they're often easy to resolve. However, if you and the seller can’t reach an agreement on your own, you can escalate your dispute to a claim. We’ll investigate and make a decision in favor of either you or the seller.

My order never arrived

If your order never shows up and the seller can't provide proof of shipment or delivery, you'll get a full refund. It's that simple.

Open a dispute in the Resolution Center to get the process started.

How to open a dispute

If you purchased the item from one of our merchants, follow these simple steps:

  1. Log in to your PayPal account.
  2. Open a dispute in the Resolution Center
  3. Click “Dispute a Transaction.”
  4. Select item dispute.

If you didn’t receive your item from a seller (referred to as an “Item Not Received” claim), a dispute must be opened within 180 days of the date you sent the payment to the seller.


If you received an item, but the item isn’t what you ordered or it arrives significantly different than described (referred to as a “Significantly Not as Described” claim), a dispute must be opened within 30 days of the date of delivery or fulfillment (as applicable) of an order or within 180 days of the date you sent the payment to the seller, whichever is sooner.

How to escalate a dispute claim

If your initial attempt to resolve the problem with the seller is unsuccessful, you can escalate your case to a claim.

Here's how:

  1. Log in to your PayPal account.
  2. Click on your existing case in the Resolution Center.
  3. Select “File a Claim.”

You must file your claim within 20 days of when the dispute was first opened. Then, we’ll review your case and try to provide a final decision within 30 days.

My order arrived – but there’s a problem

You can open a dispute if the item you receive is significantly different than how it was described. For example:

  1. You received a completely different item.

    Example: You purchased a tennis DVD, but received a tennis racket.

  2. The item's condition was misrepresented.

    Example: The listing said “new,” but the item was clearly used.

  3. The item is missing parts or features, and this was not disclosed.

    Example: You bought a table, and it showed up with only three legs.

  4. You purchased a specific quantity of an item, but received the wrong amount.

    Example: You bought two laptops, but received only one.

  5. The item was damaged en route to its destination.

    Example: Your antique vase was broken in transit.

  6. You received a counterfeit version of the item.

    Example: A "genuine" diamond bracelet ended up being cubic zirconia.

We don't cover buyer's remorse, however. So be sure you really want an item before completing the transaction.

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