If you and your buyer/seller aren’t able to resolve a dispute, you can escalate the dispute to a PayPal claim. By escalating to a claim, you’re asking PayPal to investigate the claim and decide the outcome.
I can’t resolve the transaction issue with my seller/buyer. How do I escalate a dispute to a claim?
Here’s how to escalate a dispute to a claim:
- Go to Resolution Center.
- Click View next to your case.
- Click Escalate to PayPal.
- Follow the instructions to escalate the dispute to a claim.
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What are disputes and claims?If items haven’t been received or the items don’t match the original description, PayPal has a dispute process to help buyers and sellers resolve the issue. We encourage buyers to try contacting their sellers directly before disputing a payment through PayPal as this is often the easiest and What should I do if I have a problem with my purchase?When you have any concern with your purchase, we recommend that you always contact the seller directly first. This is often the faster and easier way to clear a misunderstanding and resolve a small issue. If the item you ordered online doesn't arrive or is significantly different from How do I cancel a dispute or claim?You can close a dispute if you’ve reached a resolution with your seller. However, make sure that you’re 100% satisfied with how the dispute is resolved before closing it. Once a dispute is closed, it can't be reopened or escalated to a claim. For example, if the seller Questions about eBayeBay and PayPal are now separate companies. You may find answers to most of your eBay questions in the eBay Help Center. Here are links to some of the more commonly asked questions: How do I link my PayPal and eBay accounts? - Please note that you can link How do I respond to a dispute?You can communicate directly with your buyer through a message board in the dispute case. Here's how to respond to a dispute: Go to Resolution Center. Click View next to your case. Click Message buyer or Offer full refund. Write a message to your buyer and enter any relevant information (such as tracking How do I report potential fraud to PayPal?It's extremely important to report any suspected instances of fraud. Not only will this protect you, it’ll also help make the web a safer place to do business. Here are some types of fraudulent activity, and what you should do to protect yourself if it happens: Unauthorized How do I view the status of my dispute or claim?You can view the status of disputes, claims, chargebacks, or account limitations in the Resolution Center. Here’s how: Go to Resolution Center. Find your claim in the open case list. The case status is shown under the “Status” section. Click open the case to display the status details. What are reserves? Why is there a reserve on my PayPal account?A reserve is a balance amount temporarily held in your PayPal account. It helps make sure that you’re able to cover potential transaction losses from chargebacks, claims or payment reversals filed by your buyers, where no other funds are available. The reserved amount will be unavailable for use How do I know if an email is from PayPal and how do I report a suspicious email?You’ll know if an email is from PayPal when: You see your name or your business name in the email. We always address you by your full name or your business name as registered on your PayPal account. We’ll never use generic greetings like "Dear user" or "Hello Why is my payment from an eBay sale on hold in my PayPal account? When will it be available?When you get paid for items sold on eBay, your payment might be put in your pending balance if you’re a new seller or have a “Below Standard” seller rating on eBay, or if the payment may involve a higher level of risk. Rest assured that these funds still Why is my PayPal payment on hold?Delaying funds availability is a common industry practice we implement to maintain a safer PayPal network for both buyers and sellers. By placing the payments on hold, we want to make sure that there are enough funds in your PayPal account to resolve any issues that may arise with your Why is my account limited (Seller)?Reasons for Account Limitations as a seller Your account could be limited in order to comply with regulatory requirements or PayPal Acceptable Use Policy. For example, selling banned items such as prescription drugs or guns. Another reason why your account could be limited is seller performance indicating your account is What is a chargeback fee?A chargeback happens when a buyer asks their credit card issuer to reverse a transaction after it has been completed. When it’s filed, the amount of the transaction and the chargeback fee will be deducted from the seller’s PayPal account. If you’re eligible for PayPal Seller Protection, we’ll How do I issue a refund when my PayPal account is limited?You’ll be able to issue a refund once the limitation on your PayPal account is resolved. To find out how to resolve the account limitation, please log in to your PayPal account and click Resolve a problem in our Resolution Center . If you’re unable to resolve the account How do I view, modify, or cancel my pre-approved payments on my PayPal account? (Buyer)“Pre-approved payment” allows you to authorize a merchant to charge funds from your PayPal account based on the cycles or schedules you’ve agreed with your merchants. To view, modify, or cancel your pre-approved payments, simply follow the steps below: Go to your Settings . Click Payments near the top How do I download my transaction history?We keep a record of all your PayPal transactions. You can download your transaction history into Quicken, QuickBooks, or as a comma-delimited or tab-delimited file. A comma-delimited or tab-delimited file can be opened in any spreadsheet program, such as Microsoft Excel. Log in to your PayPal account. Click Activity near How do I resolve a negative balance in my PayPal account?Your PayPal account balance could become negative if your transaction is reversed for any reason, such as a chargeback or a lost claim, and there aren’t enough funds in your account to cover for the amount. In such cases, you must reimburse PayPal for the amount of the How do I resolve problems in adding PayPal to my shopping cart?With so many different shopping cart providers, and more being added every day, PayPal can't debug integrations for every cart. If you can't find answers in our FAQs, please contact your shopping cart provider to troubleshoot and resolve the issue you're experiencing with their software. If your shopping How do I report a billing issue?If you identify a billing issue with a transaction on your account, we encourage you to report it in our Resolution Center as soon as possible. Some examples of billing issues include: You returned an item to a seller or cancelled a transaction with a seller, but
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