What is a chargeback and why did I get one?

When a customer opens a chargeback with their credit card issuer, it means they are disputing a charge and requesting a refund from the card issuer.
A customer may file a chargeback for the following reasons: 

  • The product received was different from the description or has defects.
  • The product was not received.
  • The payment was processed more than once.
  • The transaction was not authorized.

If a chargeback is opened, we will inform you as soon as possible. If you do not agree with the chargeback, you can help us contest it by providing us with information about the transaction in the Resolution Center.
To resolve a chargeback complaint, please follow the instructions below:

1. Go to the Resolution Center.
2. Click Respond under “Action” next to your case.
3. Read the status details of the complaint and click Resolve Chargeback Now.
4. Choose one of the below options listed to resolve the chargeback:
  • Provide valid tracking information in order to dispute the chargeback received.
  • Provide valid proof of a refund (either within or outside of PayPal) in order to dispute the chargeback.
  • Accept liability for the chargeback.
5.  Provide evidence for dispute (other than tracking information).
6.  Click Continue and follow the instructions provided.

A chargeback isn’t the same as a PayPal claim. The chargeback process is initiated outside of PayPal, between the card issuer and their cardholder. In a dispute over a chargeback, the decision is ultimately made by the card issuer and we don't decide the outcome.