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Help Center > Claims and Limitations/Disputes & Claims > What can I do if the item I purchased is not as described?

What can I do if the item I purchased is not as described?

If you received an item that differs significantly from its description, we advise you to contact the seller first to discuss this.

You can open a dispute within 180 days of the transaction if an item is not as described. If you can't reach an agreement with the seller, or if the 180 days are nearly up, you can open a dispute. Try once more to come to an agreement with the seller by communicating in the Resolution Center before opening a dispute. If more than 180 days have passed since the transaction, the case will be closed automatically and you will no longer be eligible for PayPal Purchase Protection.

Examples of items that differ significantly from their description:

  • You received a completely different item.
  • The condition of the item was misrepresented.
  • The item was advertised as authentic, but this is not the case.
  • The item is missing key parts or features, which was not disclosed in the listing.
  • You purchased 3 items, but received only 2.

Here's how to open a dispute:

  1. Log in to your PayPal account.
  2. Click Resolve a problem in the Resolution Center.
  3. Click Dispute a Transaction.
  4. Select Item dispute, click Continue and follow the steps.

As soon as you open a dispute, you have 20 days to come to an agreement with the seller. If the seller does not respond, or if you are unable to come to an agreement together, you can escalate the dispute to a claim. PayPal will investigate the claim and reach a decision.


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