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

*Timeline is subject to change.

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.

  1. Notification 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.

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

  3. Respond
    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.

*Timeline is subject to change.

Claims filed with PayPal

Resolving a claim filed with PayPal.

If a customer files a claim with PayPal or a dispute is escalated to a claim, we’ll step in to review the details and determine a solution. Here are some of the details we may ask you to provide:

  • Proof of shipment or delivery, like a third party shipping receipt, tracking number, or signature confirmation.
  • Proof of replacement delivery or refund if the customer received their order, but claimed there was an issue with it.
  • A signed contract or other proof that services were provided.
  • Proof of download if you sold a digital product.
Make sure to respond within 10 days and provide all the information requested so we can work toward the best outcome for your eligible claim.*

How to appeal a claim.

If a claim is decided in favour of the customer, you may be able to appeal it. The decision could be reversed if the item was returned to you in a different condition as the customer first received it, the item wasn’t returned, or the wrong item was returned.

Steps to appeal a claim:

  1. Log in to your PayPal account.
  2. Go to the Resolution Centre.
  3. Go to the Closed Cases section.
  4. Select case details.
  5. Click on the Appeal link.
After you file your appeal, we may ask you for documentation or to fill out a declaration. Then we’ll have a representative review your claim. If an appeal is granted, you’ll be reimbursed for the eligible transaction.

*PayPal may determine the outcome of your claim in a shorter time frame. PayPal may also take action based on coverage and eligibility requirements set forth in the User Agreement, any additional information provided during the resolution process, or any other information PayPal deems relevant and appropriate under the circumstances – such as your claim history.

Chargebacks filed with the card issuer

Resolving a chargeback filed with the card issuer.

When a customer files a chargeback, the issuer initiates and handles the process rather than PayPal. Our team of chargeback specialists collects information about the eligible transaction and helps you build a case to take to the card issuer, assuming you have reason to dispute the chargeback.

Customers have up to 120 days after an order was placed to file a chargeback. You have 10 days after it was issued to respond.*

How to respond to your chargeback.

  1. Notification and login
    First, the card issuer notifies our merchant bank and withdraws the transaction funds from PayPal. We’ll send you a notification with a request for information 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.

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

  3. Respond
    Respond quickly and provide us with information related to the chargeback, including transaction records like proof of shipment.
After you respond, the chargeback specialist will dispute the chargeback on your behalf and try to recover your eligible funds from the customer’s card issuer.

If the card issuer decides in your favour, the customer will be charged for the transaction and you'll get your eligible funds back.

If the card issuer decides in favour of the customer, the customer will receive a full refund. If you provide sufficient evidence and qualify for PayPal Seller Protection, we can cover your loss on eligible transactions.** Learn more.

It's our mission to help you resolve the chargeback. Although it typically takes 30 days for us to dispute a chargeback, it may take your customer’s card issuer up to 75 days to make a final decision. We appreciate your patience as we work to help resolve the chargeback on your behalf.

*Timeline is subject to change.
**Available on eligible purchases. Limitations apply.

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.

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.

If you continue to browse, we'll use cookies that make our site work, improve performance and customise your experience. If you accept, we'll also use cookies to personalise ads. Manage your cookies