Helping you resolve cases.

Cases can happen to any seller. Our goal is to make it as easy as possible to respond.

Understanding disputes, claims, and chargebacks.

If something goes wrong with an order, a customer may open a case. Common types of cases are disputes and claims, which are filed with PayPal, and chargebacks, which are filed with the card issuer. All cases result in a temporary hold on transaction funds, so the best approach is to respond quickly.

Disputes filed with PayPal

Resolving a dispute filed with PayPal.

When a customer files a dispute with PayPal, the best approach is usually to work together to figure out what happened and decide on the best solution. Throughout the process, we’re here to help.

You have 20 days* to come to a resolution with the customer.


How to respond to your dispute.

  • 1Notification and login
    First, we’ll email to let you know you’ve received a dispute and place a temporary hold on the transaction funds. Your first step will be to log in to your PayPal account and click on Open cases in the Resolution Centre.

  • 2Find your case
    Click on the Response Required tab to review.

  • 3Respond
    Respond quickly with an explanation of what happened, any evidence, and suggestions on how to resolve it. Here are tips for responding to your dispute based on the issue:

    • Item Not Received
      If you haven’t shipped the order, refund the payment and share proof of the refund with us along with an explanation of why it hasn’t shipped. If you have shipped the order, share your shipping receipt or online tracking with us. Check that the shipping receipt matches your customer’s address in your Transaction Details.

    • Significantly Not as Described
      Respond to the case with relevant details.
    After responding, you can work with the customer on a resolution and the customer may close the case. If you can’t reach a resolution, either of you can escalate the case to a claim.
See Open Cases

*Timeline is subject to change.

Tips for positive communication.

Cases can happen to any seller, and handling them well can go a long way towards keeping customers happy. Here are a few tips for communicating effectively throughout the process.

Assume the best.

Begin conversations with an open mind and listen patiently. Many problems result from miscommunication or a simple human error, and this
is your opportunity to clear them up.

Stay focused on solutions.

Take a proactive, friendly approach to resolving the issue and resist the temptation to let communications become negative as this can make coming to an agreement harder.

Be constructive.

Let your customer know you want to find a resolution – they likely want the same thing. Showing mutual respect can help set the stage for a positive and productive conversation.

Think long term.

Give your customer a break today and you could open the door to more opportunities tomorrow.

Explore more ways to foster positive communications with customers and help avoid cases.

Learn more about Seller Protection for merchants and how to avoid fraudulent orders.


Our information does not constitute legal, financial, or business advice. We are not responsible for your decision on disputes and chargebacks. Always do your own research and seek professional advice if needed.

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