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Help Center > Claims and Limitations/Disputes & Claims > What can I do if the item I purchased does not arrive?

What can I do if the item I purchased does not arrive?

If you did not receive the item you paid for, we advise you to first contact the seller.

But you should not wait longer than 180 days. Disputes must be opened within 180 days of the transaction date. If the seller does not respond, or if the 180 days are nearly up, you should open a dispute. In a dispute you try once more to come to an agreement with the seller by communicating in the Resolution Center. 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.

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.

If the claim is not escalated within 20 days, the claim will be closed and you can no longer open a claim for this transaction.

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