Resolve a problem with a sale.

There are many reasons for disputes – from shipping delays to damaged items to unauthorized transactions. That's why PayPal keeps the lines of communication open between sellers and buyers, making it easier for you to resolve things quickly and successfully.


We’ll email you if a dispute is raised and place a hold on the funds.


You can communicate with the buyer in the Resolution Centre .


If you can’t resolve the dispute, escalate it to a claim for our review.

Communication is key.

Your customers may dispute a transaction due to failure to receive an item they’ve ordered, or they received an item that is significantly different from your description. Sometimes, a dispute may also arise from unauthorized activities in their accounts. In most cases, communication is key when working to reduce the likelihood of claims, disputes and chargebacks. Here’re a few tips to help you along.

What happens next?

  1. If a dispute is escalated to a claim within 180 days of the transaction, we’ll inform you via email.
  2. We’ll review the issue and gather additional information from both you and the buyer. Keep your proof of shipment and/or delivery handy.
  3. Most claims are investigated within 10-14 days or less. In a minority of cases, we may require up to 30 days to decide the outcome of a claim. No refund or reversal will be required if the final decision rules in your favour. Otherwise, we may reverse the payment from your account, depending on your eligibility for Seller Protection.

Minimize fraud.

We added a safety net to protect you against unauthorized payments, reversals due to suspicion of fraud and item not received claims.

More about Seller Protection