Help Center answers

What is a chargeback, and why did I get one?

When a customer files a chargeback with their credit card issuer, it means that they’re disputing a charge and asking the card issuer for a refund.
 

A customer might file a chargeback because they:

  • Didn’t receive their item.
  • Received a damaged or defective item.
  • Don’t recognize a credit card charge.
  • Were charged more than once for something.
  • Didn’t authorize a payment.

If you receive a chargeback, we’ll let you know. If you don’t agree that the chargeback is valid, you can help us dispute it by providing information about the transaction in the Resolution Center.
 

A chargeback isn’t the same as a PayPal claim. The chargeback process is initiated outside of PayPal, between the card issuer and their cardholder. In a dispute over a chargeback, the decision is ultimately made by the card issuer and we don't decide the outcome.

To find out how you can avoid chargebacks, see the PayPal Chargeback Guide.

Here’s how:

  1. Log in to your PayPal account.
  2. Click Security and Protections at the top of the page.
  3. Click Resolve a Problem with a Sale near the bottom of the page.
  4. Click read our comprehensive guide in the Chargebacks section.

 

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