Problem with a purchase

Did something go wrong when making a purchase with PayPal? Did your order not arrive? Did something arrive that was very different than described? The first step is to dispute the transaction through PayPal. We’ll facilitate communication between you and the seller to see if things can be worked out. Many disputes are caused by misunderstandings, and they're often easy to resolve. However, if you and the seller can’t reach an agreement on your own, you can escalate your dispute to a claim. We’ll investigate and make a decision in favor of either you or the seller.

My order never arrived

If you fulfill PayPal Buyer Protection requirements and your order never shows up, you'll get a refund. It's that simple.

Open a dispute in the Resolution Center to get the process started.

How to open a dispute

If you purchased the item from one of our merchants, follow these simple steps:

  1. Log in to your PayPal account.
  2. Open a dispute in the Resolution Center within 180 calendar days of your purchase, by clicking on “Dispute a Transaction” under “Report a problem”.
  3. Select the transaction and click Continue.
  4. Select “Item dispute“.

Be aware that disputes must be opened within 180 days of your payment date, and that you and the seller will have 20 days to work things out.

How to escalate a dispute to a claim

If your initial attempt to resolve the problem with the seller is unsuccessful, you can escalate your dispute to a claim.

Here's how:

  1. Log in to your PayPal account.
  2. Click on your existing dispute in the Resolution Center.
  3. Select “File a Claim.”

You must file your claim within 20 days of when the dispute was first opened. Then, we’ll review your case promptly and provide a final decision.

My order arrived – but there’s a problem

You can open a dispute if the item you receive is significantly different than how it was described. For example:

  1. You received a completely different item.

    Example: You purchased a tennis DVD, but received a tennis racket.

  2. The item's condition was misrepresented.

    Example: The listing said “new,” but the item was clearly used.

  3. The item is missing parts or features, and this was not disclosed.

    Example: You bought a table, and it showed up with only three legs.

  4. You purchased a specific quantity of an item, but received the wrong amount.

    Example: You bought two laptops, but received only one.

  5. The item was substantially damaged en route to its destination.

    Example: Your antique vase was broken in transit.

  6. You received a counterfeit version of the item.

    Example: A "genuine" diamond bracelet ended up being cubic zirconia.