Help Article

Help Center > Claims and Limitations/Disputes & Claims > What do I do if I haven't received my item or if it doesn't match its description?

What do I do if I haven't received my item or if it doesn't match its description?

If you have trouble with a purchase, you can communicate directly with your seller by opening a dispute in your Resolution Center.

If you purchased the item on eBay, use the eBay Resolution Center.

If you feel the transaction was unauthorized, go to your PayPal Resolution Center and file an unauthorized transaction dispute.

Can't find a solution? You can file a dispute within 180 days following the date of a payment, here's how:

  1. Go to your Resolution Center.
  2. Click Report a problem.
  3. Select the transaction you have an issue with and click on Continue.
  4. Click either I didn't receive an item I purchased or I received an item that's significantly not as described.
  5. Follow the next instructions.

There are 2 kinds of disputes:

  • Item Not Received – You bought something but didn’t receive it. (Wait at least 3 days from the transaction date to give your seller enough time to ship the item.)
  • Significantly Not as Described – You received an item but it was significantly different from the seller’s original description. (You might have to pay return shipping costs but may be eligible for Return Shipping on US. Activate Return Shipping on US before filing your dispute to qualify for the benefit.)

What's Next?

You have 20 days from the date you opened the dispute to resolve it with your seller. If they're not responding or you can't come to a resolution, you can escalate your dispute to a claim. We'll review the case and decide the outcome.

You can manage your dispute in the Resolution Center by communicating with the seller and providing additional information.

Here's some more information you may need during the dispute process:

How do I check the status of a claim?
Can I change the reason for filing a dispute or claim?
Can I reopen a a closed dispute?
Can I appeal PayPal's decision on my claim?
My dispute has been resolved. Can I close it?
Does PayPal cover my purchase if there's a problem?

We understand disputes and claims are never ideal and can be confusing. Please refer to our timeframes for additional information and timelines on the disputes and claims process.

We’re sorry, the page you’re looking for is no longer available. Please try your search again in our Help Center if you have a question or want to contact us.