What's the difference between a dispute and a claim?
If a buyer has paid for an item but hasn't received it yet, or if the item is not as described, they can report this to us. However, we recommend that the buyer first contacts the seller to work out a solution together. If this fails, the buyer can open a dispute within 180 days of the transaction.
To open a dispute
A buyer can open a dispute via the Resolution Center in their PayPal account. In a dispute, the buyer and seller can communicate with each other by posting messages in the Resolution Center. If they can resolve the problem in this manner, the dispute can be closed.
However, if this is not the case, the dispute may be escalated to a claim.
To open a claim
Both buyers and sellers can escalate a dispute to a claim. When you escalate the dispute, we'll need to investigate the matter. We can ask both parties for more information, and will make a decision based on this information.
► If you've opened a dispute, we recommend not closing it until the issue is fully resolved. If the seller issues a (partial) refund, only close the dispute once you have received it. Once a dispute is closed, you will no longer be able to open a new dispute for the same transaction.
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