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How do I respond to a PayPal buyer dispute?

You can respond to your buyer in the Resolution Center.

Here's how to respond to your buyer in the Resolution Center on the PayPal website:

  1. Go to your Resolution Center
  2. Click View under "Action" next to your case. 
  3. Respond to the buyer and enter any relevant information (such as tracking information), and then click Send.

In a dispute, you’ve 20 days to exchange messages with the other party in your Resolution Center to try to solve the problem. A dispute will automatically close after 20 days unless it’s been escalated. 

Either party can escalate it to a claim. By escalating it to a claim, you’re asking PayPal to investigate and decide the outcome.

We usually reach a decision within 14 days, but some cases can take 30 days or longer.

Keep an eye on your emails and your Resolution Center for updates from us, or requests for more information.

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