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