What if I didn't receive my item or it's not as advertised?

If you have trouble with a purchase, you can communicate directly with your seller by opening a dispute in our Resolution Centre.

If you purchased the item on eBay, use the eBay Resolution Centre.

If you feel the transaction was unauthorised, please visit our Resolution Centre to file an unauthorised transaction dispute.

There are 2 kinds of disputes:

  • Item Not Received – You bought something but didn’t receive it. (Wait at least 3 days from the transaction date to give your seller enough time to ship the item.)
  • Significantly Not as Described – You received an item but it was significantly different from the seller’s original description. (You might have to pay return shipping costs, but may be eligible for Return Shipping on Us. Activate Return Shipping on Us before filing your dispute to qualify for the benefit.)

Working with your seller is usually the fastest way to resolve an issue. It’s easy to work with sellers in the Resolution Centre and most sellers are willing to work with buyer’s to address whatever went wrong.

To open a dispute:

  1. Go to Resolution Centre.
  2. Click Report a Problem.
  3. Select the reason for your dispute and click Continue.

What's Next?

You have 20 days from the date you opened the dispute to resolve it with your seller. If your seller isn't responding or you can't come to a resolution, you can escalate your dispute to a claim. If you escalate your dispute to a claim, PayPal will review the case and decide the outcome.

You can manage your dispute in the Resolution Centre by communicating with the seller and providing additional information.

Here's some more information you may need during the dispute process:

What's the difference between a dispute and a claim?
How do I escalate a dispute to a claim?
How do I check the status of a claim?
Can I provide additional information or evidence to help resolve a dispute or claim?
How do I create a return shipping label to return a purchase to the seller?
Can I change the reason for filing a dispute or claim?
Can I reopen a closed dispute?
Can I appeal PayPal's decision on my claim?
How can I close my dispute once it's resolved?
Does PayPal cover my purchase if there's a problem?

We understand disputes and claims are never ideal and can be confusing. Please refer to our timeframes for additional information and timelines on the disputes and claims process.

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