When should I escalate a dispute to a claim?
You can escalate to a claim any time within 20 calendar days of the date the dispute was opened.
- A dispute will automatically close if it isn’t escalated to a claim within 20 days.
- Closed disputes cannot be reopened or escalated to a claim.
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How do I escalate a dispute to a claim? If you’re unable to resolve your dispute , you can ask us to investigate by escalating the dispute to a claim . We will review the case and decide the outcome.What are disputes and claims? You can ask PayPal to help resolve the problem by escalating a dispute to a claim within 20 days of the date the dispute was opened. PayPal will investigate the claim and decide the outcome.How do I open a dispute? After you open a dispute, you have 20 calendar days to communicate with the seller before the dispute automatically closes. If you can't resolve the problem, you can ask us to investigate by escalating your dispute to a claim .As a buyer, how can I close my dispute? If the seller offered to refund your money, for example, make sure the money is in your PayPal account before you close the dispute. Once a dispute is closed it can't be reopened or escalated to a claim .When does PayPal automatically close a dispute? PayPal automatically closes a dispute: after 20 calendar days, unless it is escalated to a PayPal claim if the seller makes an offer to resolve the dispute and the buyer doesn’t respond within 10 daysCan I reopen a closed dispute? No. Once a dispute is closed it can’t be reopened. eBay Resolution CenterHow do I issue a full refund for a dispute? You can issue a refund within 180 days of receiving a payment. Issuing a full refund automatically closes a dispute .How do I view the status of an unauthorized claim? Your open cases will be displayed. Find your claim in the Open Cases list.My payment is on hold due to an open dispute, claim, or chargeback. Why? When a dispute , claim , or chargeback is open, the funds will be held in the seller's account and will not be available for use. The funds cannot be withdrawn and will be considered "disputed" until the dispute, claim, or chargeback is resolved. This ensures that the funds are available if a refund is needed.Can I provide additional information or evidence to help resolve a claim? Click Resolve next to the claim . Click Resolve ComplaintI do not have a PayPal account, but I used PayPal to pay for an eBay item and have not received it. How can I get my item? If you are unable to resolve the dispute within 20 days, you can escalate the dispute to a claim with PayPal. To report the problem, you must sign up for a PayPal account by clicking the Sign up NowWhat is PayPal Purchase Protection? Let the seller know there's a problem with the transaction by opening a dispute in the Resolution Center within the timeframe noted in the transaction details. Then, escalate the dispute to a claim within 20 days of the date you opened the dispute .How do I get my money back? If you’re still not satisfied, you can open a dispute in the Resolution Center. If you would like PayPal to decide whether you should receive a refund, escalate the dispute to a claim . Contacting your sellerI didn’t receive the item I purchased or it’s different from the description. Note: You have to open a dispute with PayPal within the timeframe noted in the transaction details. If you and the seller can’t resolve the problem, you can ask us to investigate by escalating your dispute to a claim .How does PayPal provide accessible services to individuals with special access needs? which is located on our Help page. Customer service representatives stand ready to assist persons with disabilities in relation to any feedback or complaints they may have. If necessary, the feedback or complaint may be escalated to designated individuals within the Customer Service department or other employees of PayPal who will work with the user to address his or her concerns.How long does it take to investigate my claim? Most claims are investigated within 10-14 days or less. In a minority of cases, we can require up to 30 days (or longer) to decide the outcome of a claim.How do I report unauthorized PayPal account activity? Click near the bottom, on the left side of the page. Click Dispute a Transaction Select Unauthorized transactionI sent money to the wrong email address, but the payment is completed. What do I do? PayPal cannot reverse payments that have been claimed . We recommend that you contact your recipient directly and make arrangements to have the money refunded to you via PayPal or another method of your choosing.
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