Set up a credit card statement name so customers can identify their purchase.
Provide clear information about your items and shipping, and make it easy to contact you.
Respond quickly to your customers so they know you’re willing to help.
They didn’t receive the item.
It’s not what they expected.
They don’t recognise the charge.
Help customers buy with confidence
Be clear about policies and processes
Clear contact information
Return and refund policies
Types of disputes.
There are 3 types of disputes that can be raise by customers if something goes wrong with a purchase.
A customer files a dispute through their PayPal account when they want to discuss the issue with you. You can exchange messages through our Resolution Centre until you come to an agreement and close the dispute.
If you cannot come to a mutual agreement on how to resolve the dispute, either you or your customer can escalate it to a claim in the Resolution Centre within 20 days. We’ll review the case and decide an outcome.
A customer reports a problem to their card provider to file a chargeback. We’ll work with the card provider to resolve it and ask you for information to support your case. The card provider’s decision is final.
Resolving claims and chargebacks
If a claim or chargeback is filed against one of your transactions, log in to your account to provide any information we request, like proof of shipment. Once we’ve received all information from you and your customer, we’ll review the claim or work with the card provider to resolve the chargeback.
If the final decision rules in your favour, you’ll get to keep the money. If the decision is made in the favour of your customer, we may reverse the payment from your account if the transaction is not eligible for Seller Protection.
Resolving unauthorised transaction claims
If a customer claims a purchase was made without their consent, log in to your account to review and respond to the claim within 7 days. We’ll investigate and help resolve the issue.
If you haven’t shipped the item yet, you can refund the payment in the Resolution Centre. If you’ve provided a refund another way, we’ll need you to provide proof of that refund. If you have shipped the item, submit proof of shipment and we’ll evaluate your eligibility for Seller Protection.
Protecting your sales.
Where we can, we’ll protect your business from losses with PayPal Seller Protection. Seller Protection protects eligible transactions against unauthorised payments, transactions reversed due to suspicion of fraud and claims items weren’t received.