Helping you avoid disputes and chargebacks.

Occasionally, something can go wrong with an order. So here’s our handy guide to help prevent disputes and chargebacks.

Problems typically fall within 3 categories:

Item Not Received

A buyer pays for an item, but never receives it.

Significantly Not As Described

A buyer receives an item that’s considerably different from the seller’s description when the buyer placed the order.

Unauthorised Transaction

A purchase was made without the account holder’s consent.

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Fraud
On occasions, these problems may indicate fraud. Our guide to Avoiding Fraudulent Orders offers many helpful tips for identifying and preventing fraud.
Dispute
If a customer paid for an item but didn’t receive it or they received an item which is significantly different from the original description, they may open a dispute in the Resolution Centre. Most of the time, these issues are the result of a simple misunderstanding or human error.
Claim
If a dispute can’t be resolved, either party can escalate it to a claim within 20 days. PayPal becomes directly involved and will make a decision using the information that’s provided.
Chargeback
Buyers may take action by asking their card issuer to reverse the charge (called a chargeback). A buyer asks their bank for a refund and does not involve the seller.

Our tips for preventing disputes and chargebacks.

Provide contact information

Buyers may not resort to a dispute or chargeback if they can talk to you about the issue. Provide an email address or phone number, or even call buyers in advance when you're selling higher-priced items.

Be responsive

No one likes to wait. Respond quickly and professionally to all reasonable buyer inquiries.

Suggest Dispute Resolution

If a customer tells you that they’re going to file a chargeback with their card company, ask them to open a dispute in the PayPal Resolution Centre instead. This gives you and your buyer the chance to resolve things.

Provide a clear return policy

Make sure your return and refund policies are easy to find and understand.

Avoid disputes and minimise losses with these tips:

Realistic dates can help avoid customers prematurely filing a chargeback or dispute.

Download our guide

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View our other guides to help you manage your business.

Avoiding fraudulent orders

Learn more

Resolving disputes, claims and chargebacks

Learn more

Back to Seller Protection

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.

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