Cases can happen to any seller. Our goal is to make it as easy as possible to respond.
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.
When a dispute is filed into PayPal, this is considered the inquiry phrase of a claim or issue related to items not received or items significantly not as described. PayPal allows time for the buyer or seller to work together to resolve the issue filed amicably.
If your customer files a dispute with PayPal, the best approach is to work together to figure out what happened and decide on the best solution.
It’s best to respond to the dispute with your buyer as soon as possible before it turns into a claim. If you don’t respond quickly, we typically see buyers escalating their dispute to a claim approximately after 4 days. However, a dispute can be escalated into a claim within 20 days* from when the dispute is filed.
*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.
Disputes filed with PayPal
Claims filed with PayPal
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.
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.
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.
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.
Give your customer a break today and you could open the door to more opportunities tomorrow.
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
Our information does not constitute legal, financial, or business advice. We are not responsible for your decision on disputes and chargebacks. Always do your own research and seek professional advice if needed.