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 view what you can do to resolve a claim:
  1. Go to Resolution Centre.
  2. Find the case in the open case list.
  3. Click Respond next to your case.
  4. Follow the instructions to complete your response.
If you’ve already refunded your buyer, you can also provide proof to us following the steps above.

If you're required to provide additional information for this case (we'll also notify you by email), you'll see an option to upload your information in your case details. Please follow the steps above to send your files to us.