Helping you resolve cases

Cases can happen to any seller. Our goal is to make it as easy as possible to respond.

Understanding disputes, claims, and chargebacks.

If something goes wrong with an order, a customer may open a case. Common types of cases are disputes and claims, which are filed with PayPal, and chargebacks, which are filed with the card issuer. All cases can result in a temporary hold on transaction funds, so it is best to respond quickly.

Disputes filed with PayPal

*Timeline is subject to change. The buyer or seller may choose to escalate the dispute to a claim earlier rather than wait 20 days. If there is no response after 20 days, the case will be closed.

Tips for positive communication

Cases can happen to any seller and handling them well can go a long way towards keeping customers happy. Here are a few tips for communicating effectively throughout the process.

Assume the best

Begin conversations with an open mind and listen patiently. Many problems result from miscommunication or a simple human error, and this
is your opportunity to clear them up.

Stay focused on solutions

Take a proactive, friendly approach to resolving the issue and resist the temptation to let communications become negative as this can make coming to an agreement harder.

Be constructive

Let your customer know you want to find a resolution – they likely want the same thing. Showing mutual respect can help set the stage for a positive and productive conversation.

Think long-term

Give your customer a break today and you could open the door to more opportunities tomorrow.

PayPal Seller Protection

For your peace of mind, PayPal’s Seller Protection program can help protect your online payments against unauthorized transactions and outcomes from transactional disputes or chargebacks.* Check your eligibility for PayPal Seller Protection to ensure you meet all requirements.

Learn more

*Terms and conditions apply.