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What's the difference between a dispute and a claim?

Dispute:

Buyers can open a dispute within 180 days from the day of the transaction if:

  • They did not receive an item they paid for, or
  • The item received is significantly different from the description.

After buyers opened a dispute, they can communicate with the seller directly in the PayPal Resolution Centre to resolve the issue. A dispute that is not escalated to a claim within 20 days will close automatically.

The seller will be notified of the dispute, and they should respond to the dispute and actively resolve the problem with the buyer. If the seller issues a full refund through the case, the case will be closed automatically. The buyer can also mark the case as resolved anytime if the issue is resolved to their satisfaction.

 

Claim:

If the buyer can't find an agreement with the seller, either of them can escalate the dispute to a claim any time within 20 days of the date the dispute was opened. After the case is escalated, PayPal will investigate the case and decide the outcome based on evidence supplied by both buyer and seller.

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