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How do I respond to a dispute?

Here's how to respond to a dispute:​
  1. Log in to your PayPal account.
  2. Click Resolve a problem in our Resolution Centre near the bottom of the page.
  3. Click View under "Action" next to your case.
  4. Respond to the buyer and enter any relevant information (such as tracking information), and then click Post Message.
  5. Click Post Message.

Your message is sent directly to your buyer.

Note:

  • You have 20 days from the date a dispute is opened to communicate with your buyer.
  • If you and your buyer aren’t able to resolve the problem, you or the buyer can ask us to investigate by escalating the dispute to a claim.
  • If the dispute is not escalated within 20 days, it is automatically closed.

To learn more about the dispute process, click 'Guide: How PayPal Dispute Resolution works' in the Resolution Centre, and then click 'Responding to a dispute.'

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