Help Article

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Ask the Community

Find answers or join the conversation in the Community Help Forum.

I didn't receive the item I purchased or it's different from the description. How do I report the problem?

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

You have 180 days from the transaction date to initiate a case on a transaction.

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

If you feel the transaction was unauthorized, please visit our Resolution Center to file an unauthorized transaction case.
There are 2 kinds of cases you can create:

  • 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 case 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 Center and most sellers are willing to work with buyer’s to address whatever went wrong.

Here's how to open a case.

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

What's Next?

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

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

Here's some more information you may need to help resolve your case:

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 or 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?
My dispute has been resolved. Can I close it?
Does PayPal cover my purchase if there's a problem?

We understand having an issue with a transaction is never ideal and resolving the issue can be confusing. Please refer to our timeframes for additional information on the processes involved with resolving a case.
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