Every now and again, something goes wrong with an order. We’re here to help you if it does.
If a customer paid for an item but didn’t receive it or received an item that’s significantly different from the original description, they may contact the seller in the Resolution Centre and open a dispute. If the dispute can’t be resolved, either party can escalate it to a claim within 20 days. PayPal becomes directly involved and will make a decision using the information provided.
Buyers may take action by asking their card issuer to reverse the charge (card companies call this a “chargeback”). A buyer asks their bank for a refund and does not involve the seller.
In most cases, the easiest way to settle a dispute is for buyers and sellers to connect, work together to figure out what happened and come to an agreeable solution. Watch our video to see how to resolve a dispute.
Presume good faith
Begin conversations with an open mind and listen patiently to what buyers have to say. Many problems result from miscommunication and simple human error.
Stay focused on solutions
Think long term
We'll notify you by email if a buyer opens a dispute. Then we’ll place a temporary hold on all funds in the transaction.
Review the dispute and reply with your explanation of what happened. Respond quickly, and include suggestions on how to resolve the dispute.
Once a dispute has been opened, you and your buyer have 20 days to come up with a resolution. In most cases, this is all that’s needed. The buyer closes the dispute once you’ve worked things out.
Whether you’re a seller or a buyer, claims allow PayPal to investigate the case and determine an outcome. Buyers have 20 days from the time they open a dispute to file a claim. If a buyer files a claim against you, we may ask you to provide some of the following information:
Our information does not constitute legal, financial or business advice. We are not responsible for your decision on disputes and chargebacks. Always do your own research and seek professional advice if needed.