Helping you resolve cases.

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.

1. Notification 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 Center.
2. Find your case
   Click on the Response Required tab to review.
3. Respond
   Respond quickly with an explanation of what happened, any evidence, and suggestions on how to resolve it.
   
   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 Center.
See Open Cases

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 Unauthorized 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 Center.

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 fulfillmentif 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 favor 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 Center.
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.

Resolving a chargeback filed with the card issuer.

When a customer files a chargeback, the issuer initiates and handles the process rather than PayPal. Our team of chargeback specialists collects information about the transaction and helps you build a case to take to the card issuer, assuming you have reason to dispute the chargeback.

Customers have up to 120 days after an order was placed to file a chargeback. You have 10 days after it was issued to respond.*

How to respond to your chargeback.

1. Notification 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 Center.


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


3. Respond
   Respond quickly and provide us with information related to the chargeback, including transaction records like proof of shipment.

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

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.