How do I respond to a PayPal dispute opened by my buyer?

You can communicate directly with your buyer through a message board in the dispute case. 
Here's how:
  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 click Send.
What's next?
You have 20 days from the date you opened the dispute to resolve it with your buyer. If they’re not responding or you can't come to a resolution, you can escalate the dispute to a claim. If you do so, we will review it 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.