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Help Centre > Disputes and Claims/Report a problem > How do I get my money back?

How do I get my money back?

If you would like a refund, start by getting in touch with your seller. Most sellers welcome the chance to work out any problems.

Here’s what we recommend:

  1. Contact your seller to discuss your problem.
  2. If you’re still not satisfied, you can open a dispute in the Resolution Centre.
  3. If you would like PayPal to decide whether you should receive a refund, escalate the dispute to a claim.


Contacting your seller

To find the seller's contact information:

  1. Log in to your PayPal account.
  2. Click My Account at the top of the page.
  3. Click History and locate the transaction in your list of recent transactions.
  4. Click Details next to the transaction.

On the Transaction Details page, you’ll see the seller’s name, email and, if available, the seller’s customer service phone number.

Opening a dispute

If you weren’t able to work out your problem with your seller, you can open a dispute.

If you purchased your item on eBay, you’ll go to eBay’s Resolution Centre to open your dispute. If you made your purchase somewhere else, go to PayPal’s Resolution Centre.

How to find eBay’s Resolution Centre:

  1. Go to the eBay homepage and log in to your eBay account.
  2. Click eBay Security & Resolution Centre at the top of the page.


How to find PayPal’s Resolution Centre:

  1. Log in to your PayPal account.
  2. Click Resolution Centre at the top of the page.
  3. Click Dispute a Transaction and follow the directions.

You can open a dispute within 180 days of making your payment. If your dispute is not resolved or escalated to a claim within 20 days it will be closed.
Escalating your dispute to a claim

If you opened a dispute but still aren’t able to work out the problem with your seller, you can escalate your dispute to a claim. This means PayPal will review the case and decide whether you’re eligible for a refund.

Note: Starting from November 18, 2014, we're extending the timeframe to open a dispute from 45 days to 180 days. If you've made the transaction before November 18, 2014, you'll still need to open a dispute within 45 days from the transaction date.

To learn more about our dispute process, look for the “How to Dispute a Transaction” tutorial in the Resolution Centre.

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