All about disputes

Click the links below for detailed information on disputes and claims.


Buyers:

I didn't receive the item I purchased or it's different from the description. How do I report the problem?
What's the difference between a dispute and a claim?
How do I check the status of my dispute or claim?
How do I add tracking information to my dispute for the item I sent back to the seller?
How do I upload additional information or evidence to help resolve a dispute or claim?
Can I reopen a closed dispute?
How do I escalate a dispute to a claim?

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Sellers:

How do I respond to a PayPal dispute filed by my buyer?
How do I issue a refund for a dispute?




Buyers


I didn't receive the item I purchased or it's different from the description. How do I report the problem?
If you purchased something and would like a refund because you haven't received it, or it's not as described, you can file a case in our Resolution Center to start the process of getting your money back.

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

If your eBay payment is complete but you didn't receive your item, it's not as described, or the auction got canceled, you'll need to file a case. You can do this in eBay's Resolution Center or the PayPal 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 can be the quickest way to resolve an issue. You can locate your sellers contact information on the transaction details page. They may be able to provide you a refund or help you with a return.

If you've tried working with your seller but still need to file a case, here's how:
  1. Go to the Resolution Center.
  2. Click Report a Problem.
  3. Select the reason for your case and click Continue.
*The Resolution Center is not currently available on the PayPal mobile app.

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. If we need additional information from you, or need you to take action, we will email you. You can check the status of your case at any time in the Resolution Center.

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

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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What's the difference between a dispute and a claim?

Dispute: You can open a dispute if you didn’t receive your item or it’s not as described. You can open a dispute within 180 days of the transaction date.
By opening a dispute, you can communicate with your seller in the Resolution Center. You can request a refund, return the item, and/or ask the seller to re-ship the item. With a dispute, PayPal doesn’t get involved or decide the outcome. If you can’t resolve the issue, you can escalate it to a claim. You have 20 days to resolve a dispute. After 20 days the dispute will automatically be closed, and you won’t be able to re-open it.

Claim: If you can’t reach a resolution during the dispute process, you can escalate the dispute to a claim. When you escalate to a claim, PayPal will get involved and decide the outcome. We may email you to provide additional information or to ship the item back.

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How do I check the status of my dispute or claim?
If you're still communicating with the seller and have not escalated your dispute to a claim, you can check for any new dispute messages in the Resolution Center.
You can check status of a claim PayPal is investigating in the Resolution Center.
  1. Go to the 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. If we need additional information from you, or need you to take action, we'll email you.

If you can’t find your claim:
  1. Select All Closed Cases from the View list.
  2. Click the Case ID to check its status.
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How do I add tracking information to my dispute for the item I sent back to the seller?
Once you've sent the item which wasn't as described back to the seller, you'll need to provide us with the tracking information to get your money back.
To provide your shipping information:
  1. Go to the Resolution Center.
  2. Find the transaction or claim in question and click Respond.
  3. Choose Provide Tracking information.
  4. Enter your information and click Submit.
Please remember:
  • When you receive an email from us asking you to provide your tracking information, you have 10 days to comply. After this timeframe, your claim will be denied and we won't be able to issue you the refund.
  • You are responsible for the shipping costs when returning the item to the seller.
  • We'll refund you the payment when we've received and checked your shipping information.
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How do I upload additional information or evidence to help resolve a dispute or claim?
If you received an email asking you to provide additional information, please upload your information to our Resolution Center. The Resolution Center is not currently available on the PayPal mobile app.

Here's how to upload documentation to the Resolution Center:
  1. Go to the Resolution Center.
  2. Click Respond on the case row.
  3. On the case details page, click Respond.
  4. Choose I'd like to submit the requested info.
  5. Submit the required information along with a description.
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Can I reopen a closed dispute?
No. Once a dispute is closed it can’t be reopened.

If you purchased your item on eBay, you may be able to file a claim with eBay if it’s been less than 45 days from the date of the transaction. Go to the eBay Resolution Center. You can also view our PayPal Purchase Protection article for more information.

For more information on eBay items and disputes, please visit eBay’s customer support page.

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How do I escalate a dispute to a claim?
If you’re unable to resolve your dispute, you can ask us to investigate by escalating the dispute to a claim. We will review the case and decide the outcome (usually within 30 days or less).

You can escalate to a claim any time within 20 calendar days from the date the dispute was opened. 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. Please check the Resolution Center to see any messages that are part of your dispute.

Here’s how to escalate a dispute to a claim.
  1. Go to the Resolution Center.
  2. Click View next to the dispute you want to escalate.
  3. Click Escalate to PayPal at the bottom of the page.
  4. Add any relevant information for escalating the dispute.
  5. Click Submit.
What Happens Next?
We'll email you to let you know we received your claim and we'll continue to email you with updates and any action or information needed by you. We can usually decide cases in 30 days or less, but sometimes it can take longer. You can always check the status of your claim by visiting the Resolution Center.

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Sellers


How do I respond to a PayPal dispute filed by my buyer?
You can communicate directly with your buyer through a message board in the dispute case. Here's how to respond to a dispute:
 
  1. Go to 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.
What's Next?
You have 20 days from the date the dispute was opened to resolve it with your buyer. If your buyer isn't responding or you can't come to a resolution, you can escalate your dispute to a claim. If you escalate your dispute to a claim, PayPal will review the case and decide the outcome.

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

We understand disputes and claims are never ideal and can be confusing. Please refer to our timeframes for additional information and timelines on the disputes and claims process.

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How do I issue a refund for a dispute?
Here’s how to issue a refund for a dispute or claim:
  1. Go to the Resolution Center.
  2. Select Open Cases and find the transaction.
  3. Click the Case ID in the Case column.
  4. Click Issue a full refund on the case details page.
You can issue a refund within 180 days of receiving a payment. Issuing a full refund automatically closes a dispute.

Please note that the case must be in the dispute phase or waiting for the seller's response to complete this action. If it is under review, you must contact PayPal to take this action.

If your PayPal account balance does not have enough money in it, the entire refund will be issued from the primary bank account linked to your PayPal account.

You can also offer a partial refund for your dispute. Here’s how:
  1. Go to the Resolution Center.
  2. Select Open Cases from the list and find the transaction.
  3. Click the Case ID under the Case column.
  4. Click Offer a partial refund on the case details page.
  5. Enter the amount you want to offer and click Calculate to figure out the net refund amount and fee refund.
  6. Click Offer refund.
You can issue a partial refund within 180 days of receiving a payment. When you issue a partial refund, PayPal credits a portion of your original transaction fee.

*Refunds cannot be issued through the PayPal mobile app.

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