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Help Center > Claims and Limitations/Disputes & Claims > How do I open, escalate or close a dispute?

How do I open, escalate or close a dispute?

If you didn't receive your purchased item, or if the item is very different from the original description, you can open a dispute within 180 days of the payment. By opening a dispute you try to come to a solution together with the seller.

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 or Report a Problem.
  4. Select Item dispute and follow the steps.

If you can't reach an agreement with the seller, you can escalate the dispute to a claim. PayPal will investigate the claim and reach a solution.

Here's how to escalate a dispute:

  1. Log in to your PayPal account.
  2. Click Resolve a problem in the Resolution Center.
  3. Select All Open Cases and select the dispute you want to escalate.
  4. Click Show in the Action column.
  5. Click Escalate this dispute to a PayPal claim.
  6. Complete the form End correspondence and escalate to a claim.
  7. Click Escalate to a claim.

The option (partial) refund is now available. However, both parties have to agree to a partial refund. If both parties agree, the claim will be closed. If a (partial) refund is not accepted, we will continue our research.

A buyer can close a dispute at any time by following these steps:

  1. Log in to your PayPal account.
  2. Click Resolve a problem in the Resolution Center.
  3. Select All Open Cases and select the dispute you want to close.
  4. Click Show in the Action column.
  5. Click Close Dispute.
  6. Enter any comments and click again on Close Dispute.

A seller can only close a dispute by providing a full refund. If the seller doesn't want to refund the buyer fully, PayPal will continue its research.

 

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