I can’t resolve the transaction issue with my seller/buyer. How do I escalate a dispute to a claim?
If you and your buyer/seller aren’t able to resolve a dispute, you can escalate the dispute to a PayPal claim. By escalating to a claim, you’re asking PayPal to investigate the claim and decide the outcome.
Here’s how to escalate a dispute to a claim:
Here’s how to escalate a dispute to a claim:
- Go to Resolution Centre.
- Click View under “Action” next to your case.
- Click Escalate to PayPal.
- Follow the instructions to escalate the dispute to a claim.
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I have a problem with a purchase I made via PayPal. How do I open a dispute?When you have any concern with your purchase, we recommend that you always contact the seller directly first. This is often the faster and easier way to clear a misunderstanding and resolve a small issue. If the item you ordered online doesn’t arrive or is significantly different from What are disputes and claims?You can report a problem transaction and ask your seller for help by opening a dispute in the Resolution Centre. After you open a dispute, you can exchange messages with your seller to work out the problem. Before you open a dispute, though, we recommend you contact the Questions about eBayeBay and PayPal are now separate companies. You may find answers to most of your eBay questions in the eBay Help Centre. Here are links to some of the more commonly asked questions: How do I link my PayPal and eBay accounts? - Please note that you can How do I issue a refund to my buyer?You can issue a full refund or partial refund up to 180 days after you receive a payment. The total refund amount is taken from your PayPal balance. Therefore, if you don't have enough funds in your PayPal balance, you won't be able to issue a refund. Here's My dispute has been resolved, can I close the dispute?You can close a dispute, however make sure that you are 100% satisfied that the dispute is resolved before closing it. If the seller offered to refund your money, for example, make sure the money is in your PayPal account before you close the dispute. Once a dispute How do I report potential fraud like unauthorised activities or fake emails to PayPal?It's extremely important to report any suspected instances of fraud. Not only will this protect you, it'll also help make the internet a safer place to do business. Here are some types of fraudulent activity and steps to report them: Unauthorised activity on your PayPal account If you notice My payment is on hold due to an open dispute, claim, or chargeback. Why?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 How do I respond to a dispute?Here's how to respond to a dispute: Log in to your PayPal account. Click Resolve a problem in our Resolution Centre near the bottom of the page. Click View under "Action" next to your case. Respond to the buyer and enter any relevant information (such as tracking information), and then click Post How do I view the status of my PayPal dispute or claim?You can view the status of disputes, claims, chargebacks, or account limitations in the Resolution Centre. Here’s how: Go to Resolution Centre. Click Open Cases to find your case. The case status is shown under the “Status” section. Click the case to display the status details. If you can’t Can I provide additional information or evidence to PayPal to help resolve a claim?After a dispute is escalated to a claim, we’ll step in to investigate the case and may ask you to take certain actions at different stages during the investigation. You can help resolve the case by quickly responding to our requirements in the Resolution Centre. Here’s how to Why is my payment from an eBay sale on hold in my PayPal account? When will it be available?When you get paid for items sold on eBay, your payment might be put in your pending balance if you’re a new seller or have a “Below Standard” seller rating on eBay, or if the payment may involve a higher level of risk. Rest assured that these funds still Can I reopen a closed dispute? Once a dispute is closed it can’t be reopened. If you purchased your item on eBay, you may be able to issue a claim with eBay if it’s been less than 60 days from the date of the transaction. Go to eBay Resolution Centre. How do I issue a refund to end the dispute filed against me?To close a transaction dispute, you can issue a full or partial refund to the buyer. Here's how to issue a full or partial refund: Go to Activity. Click the payment you want to refund. Click Refund this payment. For "Refund amount," enter the amount you want to Why is my PayPal payment on hold?Delaying funds availability is a common industry practice we implement to maintain a safer PayPal network for both buyers and sellers. By placing the payments on hold, we want to make sure that there are enough funds in your PayPal account to resolve any issues that may arise with your Why is my account limited (Seller)?Reasons for Account Limitations as a seller Your account could be limited in order to comply with regulatory requirements or PayPal Acceptable Use Policy. For example, selling banned items such as prescription drugs or guns. Another reason why your account could be limited is seller performance indicating your account is Is my transaction eligible for PayPal Seller Protection? How can I check?To be eligible for PayPal Seller Protection, you must meet all the following requirements: You must have a PayPal account registered in one of the APAC countries covered under PayPal’s Seller Protection. The transaction must be paid for in a single payment from one PayPal account. The item What are reserves? Why is there a reserve on my PayPal account?A reserve is a balance amount temporarily held in your PayPal account. It helps make sure that you're able to cover potential transaction losses from chargebacks, claims or payment reversals filed by your buyers, where no other funds are available. The reserved amount will be unavailable for use My account is limited. How do I issue a refund?If your PayPal account is limited, you have two options to issue a refund: Option 1 - Restore the full access to your PayPal account: Go to the Resolution Centre to find out more about how to restore full access to your PayPal account. Option 2 - Write If I used PayPal but don't have a PayPal account, how can I view my transaction history?When you sign up for a PayPal account, you can view purchases you made as an unregistered PayPal user as long as you sign up with the same email address and credit card used for the previous transactions. To sign up for a PayPal account, follow the instructions
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