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What is a chargeback, and why did I get one?

When a customer files a chargeback with their credit card issuer, it means that they’re disputing a charge and asking the card issuer for a refund.

A customer might file a chargeback because they:

  • Didn’t receive their item.
  • Received a damaged or defective item.
  • Don’t recognize a credit card charge.
  • Were charged more than once for something.
  • Didn’t authorize a payment.

If you receive a chargeback, we’ll let you know. If you don’t agree that the chargeback is valid, you can help us dispute it by providing information about the transaction in the Resolution Center. It typically takes 30 days for us to dispute the chargeback, and it may take your buyer's card company up to 75 days to resolve a chargeback and come to a final decision.

A chargeback isn’t the same as a PayPal claim. The chargeback process is initiated outside of PayPal, between the card issuer and their cardholder. In a dispute over a chargeback, the decision is ultimately made by the card issuer and we don't decide the outcome.

PayPal charges a fee (based on the currency received) to the seller when the buyer files a chargeback with his/her credit card issuer. If the transaction is protected by Seller Protection Policy, PayPal will cover the amount of the chargeback and waive the chargeback fee. You can view the chargeback fee and process in the User Agreement.

Chargeback Decision (Made by Card Issuer)
  For Seller Against Seller
Seller Protection? YES Not Assessed Not Assessed
NO Assessed Assessed


To find out how you can avoid chargebacks, see the PayPal Chargeback Guide.

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