What's the difference between a dispute and a claim?
A buyer can open a dispute in their Resolution Centre if their order doesn't arrive or isn’t as described.
In a dispute, the buyer and seller have 20 days to exchange messages in the Resolution Centre to try to solve the problem. For example, the buyer can ask for a refund. Ask the seller to resend the item or arrange a return. In a dispute, PayPal doesn’t get involved or decide the outcome.
To ask PayPal to investigate the case and decide the outcome, the dispute must be escalated to a claim within 20 days. Either the buyer or seller can escalate a dispute to a claim.
The time it takes us to decide the outcome of a claim can vary. It depends on whether we need more information or not, and how quickly both parties respond to our inquiries. We usually reach a decision within 14 days, but some cases can take 30 days or longer.