How to Respond to a Dispute or Chargeback

One of the benefits of using PayPal is that you can take advantage of our dispute resolution tools to resolve problem transactions.

We understand that it’s never pleasant to have a problem with a transaction. If you do, though, the Resolution Center will help you track, manage, and resolve it as quickly as possible.

Respond to a Dispute in the Resolution Center: Occasionally, a buyer who is not satisfied with a PayPal transaction may use the PayPal service to resolve an issue with a seller. Learn how to respond to a buyer's claim with a step-by-step tutorial.

 
Buyer contacts seller about problem transactionSeller and buyer negotiate resolutionIssue is resolved or escalated to a PayPal claim
 

Overview

  1. Notification of dispute
  2. Buyer and seller negotiate to resolve issue
  3. Dispute is resolved or escalated to PayPal claim
  4. PayPal investigates and resolves claim

Respond to a Chargeback Filed with a Credit Card Company

A buyer who is not satisfied with merchandise they paid for with a credit card through PayPal may file a chargeback with their credit card company. Learn how to respond to a chargeback with a step-by-step tutorial.

 
Buyer files a chargebackCredit card company contacts PayPalPayPal contacts seller to help resolve chargebackSeller responds with information
 

Overview

  1. Notification of chargeback
  2. Review chargeback details
  3. Card issuer makes its decision

Respond to an Unauthorized Activity Claim in the Resolution Center

Occasionally, a buyer who is not satisfied with a PayPal transaction may use the PayPal service to resolve an issue with a seller. Learn how to respond to a buyer's claim with a step-by-step tutorial.

 
Buyer files a claimPayPal reviews claim and asks Seller to respondSeller responds and PayPal resolves claim
 

Overview

  1. Notification of unauthorized activity claim
  2. PayPal investigates and resolves claim

Visit the Resolution Center to respond to a dispute or chargeback