Why did I get a chargeback for a PayPal payment I received? What should I do?

Chargebacks happen when your customer disagrees with a credit card charge and asks the credit card provider for a refund.
Customers initiate chargebacks for a variety of reasons:
  • An item is different from its description or is defective.
  • An item hasn’t been received.
  • A credit card charge isn’t recognised.
  • A payment is processed multiple times.
  • A payment is unauthorised.

We'll contact you if you receive a chargeback. If you don’t agree that the chargeback is valid, you can provide information about the transaction in the Resolution Centre. We'll help you dispute the chargeback with the buyer's credit card issuer. It typically takes 30 days for us to dispute the chargeback, and it may take your buyer's card issuer up to 75 days to resolve a chargeback and come to a final decision.

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.

You can learn how to avoid disputes and chargebacks on our website.