How do I open a dispute with a seller when a purchase goes wrong?

You can open a dispute in the Resolution Centre of your PayPal account within 180 days of payment if:

  • You don’t receive the item
  • You receive an item but it’s significantly different than the description on eBay or on the seller’s website

By opening a dispute, you can communicate directly with your seller to work out a problem transaction.

If you reach an agreement with the seller you can close the dispute. If you're still not happy with the result, you can escalate the dispute to a claim. We'll review the claim and decide on reimbursement.

To open a dispute:

  1. Go to Resolution Centre.
  2. Click Dispute a Transaction.
  3. Select the button beside the transaction you want to dispute, then click Continue.
  4. Select ‘Item dispute’, click Continue and follow the on-screen instructions.

Note:

  • After you open a dispute, you have 20 calendar days to work with the seller before the dispute automatically closes. If you can't resolve the problem, you can ask us to investigate the case by escalating the dispute to a claim.
  • Where an item has not been received, please ensure you have given the seller enough time before opening a dispute.

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