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Help Center > Problems/Report/resolve a problem > How do I open a dispute or file a claim?

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How do I open a dispute or file a claim?

Here is how to open a dispute:

  1. Click Resolve a problem in our Resolution Center.
  2. Click Report a Problem.
  3. Select the transaction you want to dispute and click Continue.
  4. Select the reason for your dispute, then click Continue.

To file a claim, first open a dispute and try to work out the problem with the buyer or seller through the Dispute Resolution process in the Resolution Center.

If you're unable to resolve the dispute, you can escalate it to a claim. By escalating your dispute to a claim, you're asking PayPal to investigate and decide the outcome.

To file a claim (by escalating an existing dispute):

  1. Click Resolve a problem in our Resolution Center.
  2. Locate and click the case number for the dispute you want to escalate.
  3. Under "More Options," choose what you want to do.
  4. Follow the directions and provide the information you're asked for.

Note:

  • You have 20 days to file a claim once a dispute has been opened. For example, if you open a dispute on December 1 at 11:00 AM, you have until December 21 at 11:00 AM to file a claim.
  • A dispute will automatically close if it isn’t escalated to a claim within 20 days.
  • Closed disputes cannot be reopened or escalated to a claim.
  • If you are unable to resolve your dispute directly with the seller, then it is important that you escalate to a claim before the 20 day dispute expiration date. By escalating a dispute to a claim, you’re asking PayPal to investigate the dispute and decide the outcome.

To check the status of a claim:

  1. Click Resolve a problem in our Resolution Center.
  2. Select Open Cases from the list and choose the claim you want to check.
  3. Click View in the Action column.

You'll see the next steps for your case under What happens next. If we're already reviewing your claim, you'll see an estimated resolution date.

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