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Help Center > Disputes and Claims/Open a dispute > How do I open a dispute and how to provide additional information?

How do I open a dispute and how to provide additional information?

To open a dispute in the PayPal Resolution Center:

  1. Go to your Resolution Center. (This link may ask you to log in)
  2. Click Dispute a Transaction.
  3. Select Item dispute and click Continue.
  4. Click Find transaction ID.
  5. Click the Transaction ID next to the transaction you want to dispute, then click Continue.
  6. Select the reason for your dispute, and then click Continue.
  7. Enter additional information on the 'Provide Additional Information' page, and then click Continue.
  8. Click Go to Resolution Center.

After opening a dispute, pay close attention to the dispute timelines.

  • You have 20 calendar days to resolve the dispute or escalate it to a PayPal claim. Once a dispute is closed it can’t be reopened.
  • If you purchased your item on eBay, you may be able to file a claim with eBay
  • You can only report a problem and dispute a payment once. So, if you dispute a payment on PayPal, for example, you can’t dispute the same payment on eBay.

If you and your buyer or seller aren’t able to resolve a dispute, you can escalate the dispute to a claim. By escalating to a claim, you’re asking PayPal to investigate the claim and decide the outcome.

To respond to a dispute and/or provide additional information to PayPal by fax or online message post:

To submit information by fax:

  1. Print and fill out the fax cover sheet we provide in the Resolution Center. Submissions without it cannot be processed.
    1. Go to your Resolution Center.
    2. On the Claim Details page of the Resolution Center, click Resolve Complaint.
    3. Select I will provide other evidence for this dispute by fax, file attachment, or note.
    4. Click Continue.
  2. Fax the documents to 1809 477 776.
  3. After you send your fax, we'll email you to confirm that we received your documents.

To submit information by online message post through the Resolution Center:

  1. Go to your Resolution Center.
  2. On the Claim Details page of the Resolution Center, click Resolve Complaint.
  3. Select I will provide other evidence for this dispute by fax, file attachment, or note.
  4. Click Continue.
  5. Fill in the subject box, providing brief, factual information in the note box.
* Please note that not all ‘pdf’ attachments are readable in our system, we recommend that you send us your documents using a ‘jpg’ file format instead.
 
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