How long does it take to investigate my claim?

You have 180 days from the transaction date to initiate a dispute on a transaction. The timeframes for resolution can vary depending on if you have an open dispute or claim and the type of dispute or claim you opened.

Once you have filed a Dispute, you have 20 days to attempt to resolve the issue with your seller utilizing the messaging options in PayPal’s Resolution Center.

If you are unable to resolve your Dispute, you may escalate it to a Claim – which means PayPal will help find a solution to your issue.  Disputes are permanently closed after 20 days – after which you cannot escalate to a Claim.  In some cases, we will ask you to wait at least 7 days from your transaction date before you can escalate an INR Dispute to a Claim.

Once a Dispute is escalated to a Claim, your seller will be asked to respond. In many cases, buyers and sellers can still resolve their issue as a Claim. If not, PayPal will ensure a resolution is reached.  The overall time required to resolve a Claim varies – depending on how quickly both parties respond to inquiries and whether or not we need additional information.  PayPal works hard to resolve claims within 30 days, but most are resolved much quicker.  Some unique claims may require more time, but the average resolution timeframe for a Claim is 10-14 days.

If you have resolved your dispute or claim with your buyer you can close it.