Problem with a purchase.

Did something wrong when using PayPal to make a purchase? Did your order not arrive? Did it arrive significantly different than it was described?

The first step is to dispute the transaction in PayPal and we’ll facilitate communication between you and the seller to see if you can work things out. As many disputes are caused by misunderstandings, they are often easily resolved.

However, if you and the seller are unable to come to an agreement on your own, you can escalate your dispute to a claim, which means PayPal will make a decision in favor of either you or the seller.

My Order Never Arrived

If the item you ordered never shows up, and the seller can't provide the required proof of shipment or delivery, you'll get a full refund. It's that simple.

Whether you made your purchase on eBay or any other site, you can open a dispute at the Resolution Center to get the process started.

Despute a Transaction

My Order Arrived – But There’s a Problem

You can open a dispute if your order arrives significantly different than it was described, for example:

  1. You received a completely different item.
    Example: You purchased a tennis DVD, but received a tennis racket.
  2. The item's condition was misrepresented.
    Example: The listing said new but the item was clearly used.
  3. The item is missing parts or features, and this was not disclosed.
    Example: You bought a table, and it showed up with only 3 legs.
  4. You purchased a specific quantity of an item-but received the wrong amount.
    Example: You bought two laptops but received only one.
  5. The item was damaged en route to its destination.
    Example: Your antique vase was broken in transit.
  6. You received a counterfeit version of the item.
    Example: That "genuine" diamond bracelet ended up being cubic zirconia.

We don't cover buyer's remorse, however, so be sure you really want that switchblade comb before you complete the transaction.

How to Open a Dispute

If you purchased the item on eBay, start here.

If you purchased the item from one of our other merchants, follow these simple steps:

  1. Log in to your PayPal account.
  2. Open a dispute in the Resolution Center within 180 calendar days of your purchase.
  3. Click Dispute a Transaction.
  4. Select Item dispute.

If you decide to open a dispute, be aware that you must open it within 180 days of the date you made your payment, and that you and the seller will have 20 days to work things out.

How to Escalate a Dispute Claim

If your initial attempt to resolve the problem with the seller is unsuccessful, you can escalate your case to a claim.

Here's how:

  1. Log in to your PayPal account.
  2. Click on your existing case in the Resolution Center.
  3. Select File a claim.

You must file your claim within 20 days of when you first opened the dispute. PayPal will then review your case and aim to provide a final decision within 30 days – and often much sooner.

Escalate a Dispute Claim