Help Center answers

How do I file a claim or check the status of a claim?

To file a claim, first open a dispute and try to work out the problem with the buyer or seller through the Dispute Resolution process in the Resolution Center.

If you're unable to resolve the dispute, you can escalate it to a claim. By escalating your dispute to a claim, you're asking PayPal to investigate and decide the outcome.

To file a claim (by escalating an existing dispute):

  1. Log in to your PayPal account.
  2. Click Resolution Center.
  3. Locate and click the case number for the dispute you want to escalate.
  4. Under More Options, choose what you want to do.
  5. Follow the directions and provide the information you're asked for.

You have 20 days to file a claim once a dispute has been opened. For example, if you open a dispute on December 1 at 11:00 AM, you have until December 21 at 11:00 AM to file a claim.

To check the status of a claim:

  1. Log in to your PayPal account.
  2. Click Resolution Center.
  3. Select Open Cases from the list and choose the claim you want to check.
  4. Click View in the Action column.

You'll see the next steps for your case under What happens next. If we're already reviewing your claim, you'll see an estimated resolution date.

If you’re not satisfied with how your claim was decided, you can appeal the outcome.

To appeal the outcome of a claim:

  1. Log in to your PayPal account.
  2. Click Resolution Center.
  3. Select Closed Cases from the list and find the transaction.
  4. Click the View button in the Action column.
  5. Click Appeal this claim and follow the prompts.

*   After a claim has been closed, you have 10 calendar days to appeal the decision.

Note:

  • 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 The funds cannot be withdrawn and will be considered "disputed" until the dispute, claim, or chargeback is resolved.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.
  • The seller can use these funds to issue a refund anytime during the dispute by using the Refund link in the Transaction Details page.
  • Once the dispute, claim, or chargeback is resolved, the remaining funds will be released.

 

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