If a buyer files a dispute, claim, or chargeback against you, the funds will be held in your account and won’t be available for use or withdrawal, until the case is resolved. This ensures that there is money available if you need to refund your buyer.
You can use these funds to issue a refund anytime during the dispute from the Transaction Details page. If you send a full refund, the dispute is closed. If you offer a partial refund for less than the amount than the buyer requests, the buyer will have a chance to accept or deny your offer.
Once the dispute, claim, or chargeback is resolved, the remaining funds will be released. You can view the current status of an open dispute or claim in the Resolution Centre.
Learn more about how to resolve a dispute or claim with your buyer.
Help Centre > Claims and Limitations/Information on claims and disputes > My buyer filed a dispute, claim, or chargeback, and the payment is on hold in my PayPal account. What should I do?
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My buyer filed a dispute, claim, or chargeback, and the payment is on hold in my PayPal account. What should I do?
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How does PayPal Seller Protection work? Is my transaction eligible?PayPal Seller Protection is provided to our sellers for free. Your eligible transactions are safeguarded by Seller Protection when your buyer raises claims, chargebacks or reversals for the following problems: Unauthorised transaction: Buyers claim that they didn’t authorise the purchase, they didn’t make the purchase, or they were What are PayPal account reserves?An account reserve is an amount of funds held in your PayPal account to cover potential transaction losses from payment reversals, such as chargebacks and claims filed by your buyers. The reserved amount will be temporarily unavailable for use or withdrawal. If a reserve is placed on your account, you will 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 How do I respond to a PayPal dispute filed by my buyer?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 Centre. Click View under "Action" next to your case. Respond to the buyer and enter any relevant information (such as tracking information), and then click Send. What's What should I do if the top-up amount doesn't show in my PayPal account?It can take up to 4 to 6 business days (or 1-2 business days for DBS/POSB bank account) for the top-up amount to appear in your PayPal account. If you've been waiting longer than this timeframe, please contact your bank to find out if there's any issue on Questions about eBayeBay and PayPal are now separate companies. You may find answers to most of your eBay questions in the eBay Help Centre. 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 How do I get my PayPal payment sooner for a transaction on hold?If a payment you received is on hold, you can often speed up the release of temporarily unavailable funds by processing your sales quickly and then providing the fulfilment details. Here are some specific actions you can take: Action Time to release What you need to do Add My Payments Standard integration isn't processing transactions. What should I do?Issue Transactions involving Website Payments Standard, PayPal Payments Standard, or HTML buttons aren't processing, so you see an error message like the following: Things don't appear to be working at the moment. Please try again later. Cause As of March 29, 2017, PayPal has updated to a new, I can’t resolve the transaction issue with my seller/buyer on PayPal. How do I escalate a dispute to a claim?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. You can escalate a dispute to a claim any time within 20 What does the status of my PayPal payments mean?Here are some definitions to help you understand the status of a payment you send: Cancelled: You cancelled your payment, and the money was credited back to your account. Cleared: Money from an eCheque that you sent has been deposited in the recipient’s account. Cleared by Payment Review: How do I view the status of my PayPal dispute or claim?You can view the status of disputes, claims, chargebacks, or account limitations in the Resolution Centre. Here’s how: Go to Resolution Centre. Click Open Cases to find your case. The case status is shown under the “Status” section. Click the case to display the status details. If you can’t What should I do if my account is restricted because I didn't provide the requested FATCA information?Even if your account is restricted, you'll be able to log in and access the FATCA information. From your account, you can start the certification process by answering a few questions or providing the applicable forms. The certification process is complete when you have: Provided all requested information, 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 When a PayPal payment is on hold, what shipping carriers can I use to get my funds sooner?If a payment you received is on hold, the funds will typically be available after 21 days of receipt. You can usually speed up the release of held funds by shipping your items quickly and providing the tracking information. After you ship your item with one of our What should I do if I have a problem with my PayPal 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 you have the following problems with your transaction, you can file a What are PayPal disputes and claims?What is a dispute? A buyer can file a dispute in the Resolution Centre within 180 days of purchase if the item ordered doesn’t arrive or is significantly different from the seller’s item description. The buyer will be able to communicate the issue with the seller on a How do I refund a PayPal payment to my buyer?You can issue a full refund or partial refund up to 180 days after you receive a payment. The total refund amount is taken from your PayPal balance. Therefore, if you don't have enough funds in your PayPal Singapore account, you won't be able to issue a refund. What are holds and disbursements?Important: PayPal for Marketplaces is a limited-release solution at this time. It is available to select partners for approved use cases. For more information, reach out to your PayPal account manager or contact a PayPal Partner Expert. When they sign up for PayPal for Marketplaces, partners and merchants Which email address on my PayPal account will my buyers send payments to?When buyers send you a payment from their PayPal account, the payment is sent to the email address that they enter on the payment page. Please note that if the payment is sent to an unregistered email address, the payment will not post to your PayPal account until
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