Disputes API
Note: In the live environment, merchants cannot create disputes but can only respond to customer-created disputes. However, merchants can create disputes in the sandbox environment.A customer can also ask his or her bank or credit card company to dispute and reverse a charge, which is known as a chargeback. For more information, see Disputes, claims, chargebacks, and bank reversals.
When a customer disputes a charge, you can use this API to provide evidence that the charge is legitimate. To provide evidence or appeal a dispute, you submit a proof of delivery or proof of refund document or notes, which can include logs.
Normally, an agent at PayPal creates a dispute, updates the dispute status, and settles disputes, but now you can run test cases in the sandbox that complete these operations.
Important: The create, cancel, compute metrics, change reason, and validate eligibility methods are available as a limited-release solution at this time. For more information, reach out to your PayPal account manager.
For details, see Disputes Overview documentation.
Disputes (resource group)
Use the /disputes
resource to list disputes, create disputes, show dispute details, and partially a dispute. Normally, an agent at PayPal creates disputes but now you can run test cases in the sandbox that create disputes.
List disputes
dispute_id
, reason
, status
, dispute_amount
, create_time
, and update_time
fields.To filter the disputes in the response, specify one or more optional query parameters. To limit the number of disputes in the response, specify the
page_size
query parameter.To list multiple disputes, set these query parameters in the request:
page_size=2
start_time
instead ofdisputed_transaction_id
If the response contains more than two disputes, it lists two disputes and includes a HATEOAS link to the next page of results.
Query parameters
start_time
string
Filters the disputes in the response by a creation date and time. The start time must be within the last 180 days. Value is in Internet date and time format. For example,
yyyy
-MM
-dd
T
HH
:mm
:ss
.SSS
Z
.
You can specify either but not both thestart_time
anddisputed_transaction_id
query parameters.disputed_transaction_id
string
Filters the disputes in the response by a transaction, by ID.
You can specify either but not both thestart_time
anddisputed_transaction_id
query parameter.page
integer
The page number of the results, as a non-zero integer. Enables you to search by page number. Use in combination with the
page_size
.page_size
integer
Limits the number of disputes in the response to this value.
next_page_token
string
The token that describes the next page of results to fetch. The list disputes call returns this token in the HATEOAS links in the response.
dispute_state
enum
Filters the disputes in the response by a state. Separate multiple values with a comma (
,
). When you specify more than one dispute_state, the response lists disputes that belong to any of the specified dispute_state.The possible values are:
REQUIRED_ACTION
. Filters the disputes in the response to those with theREQUIRED_ACTION
dispute state.REQUIRED_OTHER_PARTY_ACTION
. Filters the disputes in the response to those with theREQUIRED_OTHER_PARTY_ACTION
dispute state.UNDER_PAYPAL_REVIEW
. Filters the disputes in the response to those with theUNDER_PAYPAL_REVIEW
dispute state.RESOLVED
. Filters the disputes in the response to those with theRESOLVED
dispute state.OPEN_INQUIRIES
. Filters the disputes in the response to those with theOPEN_INQUIRIES
dispute state.APPEALABLE
. Filters the disputes in the response to those with theAPPEALABLE
dispute state.
Sample Request
curl -v -X GET https://api.sandbox.paypal.com/v1/customer/disputes/ \
-H "Content-Type: application/json" \
-H "Authorization: Bearer Access-Token"
Response
A successful request returns the HTTP 200 OK
status code and a JSON response body that lists disputes with a full or summary set of details. Default is a summary set of details, which shows the dispute_id
, reason
, status
, dispute_amount
, create_time
, and update_time
fields for each dispute.
items
array (contains the dispute_info object)
An array of disputes that match the filter criteria. Sorted in latest to earliest creation time order.
links
array (contains the link_description object)
An array of request-related HATEOAS links.
Sample Response
{
"items": [
{
"dispute_id": "PP-000-003-648-191",
"create_time": "2017-01-24T10:41:35.000Z",
"update_time": "2017-01-24T11:40:32.000Z",
"status": "WAITING_FOR_SELLER_RESPONSE",
"reason": "MERCHANDISE_OR_SERVICE_NOT_RECEIVED",
"dispute_state": "REQUIRED_OTHER_PARTY_ACTION",
"dispute_amount": {
"currency_code": "USD",
"value": "50.00"
},
"links": [
{
"href": "https://api.sandbox.paypal.com/v1/customer/disputes/PP-000-003-648-191",
"rel": "self",
"method": "GET"
}
]
},
{
"dispute_id": "PP-000-003-648-175",
"create_time": "2017-01-24T10:37:23.000Z",
"update_time": "2017-01-24T11:32:32.000Z",
"status": "UNDER_REVIEW",
"reason": "UNAUTHORISED",
"dispute_amount": {
"currency_code": "USD",
"value": "20.00"
},
"links": [
{
"href": "https://api.sandbox.paypal.com/v1/customer/disputes/PP-000-003-648-175",
"rel": "self",
"method": "GET"
}
]
}
],
"links": [
{
"href": "https://api.sandbox.paypal.com/v1/customer/disputes",
"rel": "self",
"method": "GET"
},
{
"href": "https://api.sandbox.paypal.com/v1/customer/disputes",
"rel": "first",
"method": "GET"
}
]
}
Partially update dispute
Header parameters
Content-Type
string
required
Content type of the request payload.
Path parameters
dispute_id
string
required
The ID of the dispute for which to update the communication detail or add the partner action.
Request body
patch_request
array (contains the patch object)
An array of JSON patch objects to apply partial updates to resources.
Sample Request
curl -v -X PATCH https://api.sandbox.paypal.com/v1/customer/disputes/PP-D-27803 \
-H "Content-Type: application/json" \
-H "Authorization: Bearer Access-Token" \
-d '[
{
"op": "add",
"path": "/partner_actions/-",
"value": {
"id": "AMX-22345",
"name": "ACCEPT_DISPUTE",
"create_time": "2018-01-12T10:41:35.000Z",
"status": "PENDING"
}
}
]'
Response
A successful request returns the HTTP 204 No Content
status code with no JSON response body.
Sample Response
204 No Content
Show dispute details
Note: The fields that appear in the response depend on whether you access this call through first- or third-party access. For example, if the merchant shows dispute details through third-party access, the customer's email ID does not appear.
Path parameters
dispute_id
string
required
The ID of the dispute for which to show details.
Sample Request
curl -v -X GET https://api.sandbox.paypal.com/v1/customer/disputes/PP-D-4012 \
-H "Content-Type: application/json" \
-H "Authorization: Bearer Access-Token"
Response
A successful request returns the HTTP 200 OK
status code and a JSON response body that shows dispute details.
dispute_id
string
The ID of the dispute.
create_time
The date and time when the dispute was created, in Internet date and time format. For example,
yyyy
-MM
-dd
T
HH
:mm
:ss
.SSS
Z
.update_time
The date and time when the dispute was last updated, in Internet date and time format. For example,
yyyy
-MM
-dd
T
HH
:mm
:ss
.SSS
Z
.disputed_transactions
array (contains the transaction_info object)
An array of transactions for which disputes were created.
reason
enum
The reason for the item-level dispute. For information about the required information for each dispute reason and associated evidence type, see dispute reasons.
The possible values are:
MERCHANDISE_OR_SERVICE_NOT_RECEIVED
. The customer did not receive the merchandise or service.MERCHANDISE_OR_SERVICE_NOT_AS_DESCRIBED
. The customer reports that the merchandise or service is not as described.UNAUTHORISED
. The customer did not authorize purchase of the merchandise or service.CREDIT_NOT_PROCESSED
. The refund or credit was not processed for the customer.DUPLICATE_TRANSACTION
. The transaction was a duplicate.INCORRECT_AMOUNT
. The customer was charged an incorrect amount.PAYMENT_BY_OTHER_MEANS
. The customer paid for the transaction through other means.CANCELED_RECURRING_BILLING
. The customer was being charged for a subscription or a recurring transaction that was canceled.PROBLEM_WITH_REMITTANCE
. A problem occurred with the remittance.OTHER
. Other.
status
enum
The status of the dispute.
The possible values are:
OPEN
. The dispute is open.WAITING_FOR_BUYER_RESPONSE
. The dispute is waiting for a response from the customer.WAITING_FOR_SELLER_RESPONSE
. The dispute is waiting for a response from the merchant.UNDER_REVIEW
. The dispute is under review with PayPal.RESOLVED
. The dispute is resolved.OTHER
. The default status if the dispute does not have one of the other statuses.
dispute_amount
The amount in the transaction that the customer originally disputed. Because customers can sometimes dispute only part of the payment, the disputed amount might be different from the total gross or net amount of the original transaction.
fee_policy
Policy that determines whether the fee needs to be retained or returned while moving the money as part of dispute process.
external_reason_code
string
The code that identifies the reason for the credit card chargeback. Each card issuer follows their own standards for defining reason type, code, and its format. For more details about the external reason code, see the card issue site. Available for only unbranded transactions.
dispute_outcome
The outcome of a dispute.
adjudications
array (contains the adjudication object)
The Teammate Adjudication details for the dispute.
money_movements
array (contains the money_movement object)
The Money movement details for the dispute.
dispute_life_cycle_stage
enum
The stage in the dispute lifecycle.
The possible values are:
INQUIRY
. A customer and merchant interact in an attempt to resolve a dispute without escalation to PayPal. Occurs when the customer:- Has not received goods or a service.
- Reports that the received goods or service are not as described.
- Needs more details, such as a copy of the transaction or a receipt.
CHARGEBACK
. A customer or merchant escalates an inquiry to a claim, which authorizes PayPal to investigate the case and make a determination. Occurs only when the dispute channel isINTERNAL
. This stage is a PayPal dispute lifecycle stage and not a credit card or debit card chargeback. All notes that the customer sends in this stage are visible to PayPal agents only. The customer must wait for PayPal’s response before the customer can take further action. In this stage, PayPal shares dispute details with the merchant, who can complete one of these actions:- Accept the claim.
- Submit evidence to challenge the claim.
- Make an offer to the customer to resolve the claim.
PRE_ARBITRATION
. The first appeal stage for merchants. A merchant can appeal a chargeback if PayPal's decision is not in the merchant's favor. If the merchant does not appeal within the appeal period, PayPal considers the case resolved.ARBITRATION
. The second appeal stage for merchants. A merchant can appeal a dispute for a second time if the first appeal was denied. If the merchant does not appeal within the appeal period, the case returns to a resolved status in pre-arbitration stage.
dispute_channel
enum
The channel where the customer created the dispute.
The possible values are:
INTERNAL
. The customer contacts PayPal to file a dispute with the merchant.EXTERNAL
. The customer contacts their card issuer or bank to request a refund.
messages
array (contains the message object)
An array of customer- or merchant-posted messages for the dispute.
extensions
The extended properties for the dispute. Includes additional information for a dispute category, such as billing disputes, the original transaction ID, and the correct amount.
evidences
array (contains the evidence object)
An array of evidence documents.
buyer_response_due_date
The date and time by when the customer must respond to the dispute, in Internet date and time format. If the customer does not respond by this date and time, the dispute is closed in the merchant's favor. For example,
yyyy
-MM
-dd
T
HH
:mm
:ss
.SSS
Z
.seller_response_due_date
The date and time by when the merchant must respond to the dispute, in Internet date and time format. If the merchant does not respond by this date and time, the dispute is closed in the customer's favor. For example,
yyyy
-MM
-dd
T
HH
:mm
:ss
.SSS
Z
.offer
The merchant-proposed offer for a dispute.
refund_details
The refund details.
communication_details
The contact details that a merchant provides to the customer to use to share their evidence documents.
supporting_info
array (contains the supporting_info object)
An array of all the supporting information that are associated to this dispute.
allowed_response_options
The allowed response options for the buyer/seller update actions.
links
array (contains the link_description object)
An array of request-related HATEOAS links.
Sample Response
{
"dispute_id": "PP-D-4012",
"create_time": "2019-04-11T04:18:00.000Z",
"update_time": "2019-04-21T04:19:08.000Z",
"disputed_transactions": [
{
"seller_transaction_id": "3BC38643YC807283D",
"create_time": "2019-04-11T04:16:58.000Z",
"transaction_status": "REVERSED",
"gross_amount": {
"currency_code": "USD",
"value": "192.00"
},
"buyer": {
"name": "Lupe Justin"
},
"seller": {
"email": "merchant@example.com",
"merchant_id": "5U29WL78XSAEL",
"name": "Lesley Paul"
}
}
],
"reason": "MERCHANDISE_OR_SERVICE_NOT_AS_DESCRIBED",
"status": "RESOLVED",
"dispute_amount": {
"currency_code": "USD",
"value": "96.00"
},
"dispute_outcome": {
"outcome_code": "RESOLVED_BUYER_FAVOUR",
"amount_refunded": {
"currency_code": "USD",
"value": "96.00"
}
},
"dispute_life_cycle_stage": "CHARGEBACK",
"dispute_channel": "INTERNAL",
"messages": [
{
"posted_by": "BUYER",
"time_posted": "2019-04-11T04:18:04.000Z",
"content": "SNAD case created through automation"
}
],
"extensions": {
"merchandize_dispute_properties": {
"issue_type": "SERVICE",
"service_details": {
"sub_reasons": [
"INCOMPLETE"
],
"purchase_url": "https://ebay.in"
}
}
},
"offer": {
"buyer_requested_amount": {
"currency_code": "USD",
"value": "96.00"
}
},
"links": [
{
"href": "https://api.sandbox.paypal.com/v1/customer/disputes/PP-D-4012",
"rel": "self",
"method": "GET"
}
]
}
Disputes actions (resource group)
Use the /disputes
resource with a dispute ID and an action to:
- Accept a claim.
- Accept an offer to resolve a dispute.
- Acknowledge the return of an item related to a dispute.
- Settle a dispute.
- Appeal a dispute.
- Cancel a dispute.
- Change the reason for a dispute.
- Deny an offer to resolve dispute.
- Escalate a dispute to a claim.
- Make an offer to resolve a dispute.
- Make an offer to resolve a dispute.
- Provide evidence for a dispute.
- Provide supporting information for dispute.
- In the sandbox, update the dispute status.
- Send a message about a dispute to the other party in the dispute.
Accept claim
Header parameters
Content-Type
string
required
Content type of the request payload.
Path parameters
dispute_id
string
required
The ID of the dispute for which to accept a claim.
Request body
note
string
The merchant's notes about the claim. PayPal can, but the customer cannot, view these notes.
accept_claim_reason
enum
The merchant's reason for acceptance of the customer's claim.
The possible values are:
DID_NOT_SHIP_ITEM
. Merchant is accepting customer's claim as they could not ship the item back to the customerTOO_TIME_CONSUMING
. Merchant is accepting customer's claim as it is taking too long for merchant to fulfil the orderLOST_IN_MAIL
. Merchant is accepting customer's claim as the item is lost in mail or transitNOT_ABLE_TO_WIN
. Merchant is accepting customer's claim as the merchant is not able to find sufficient evidence to win this disputeCOMPANY_POLICY
. Merchant is accepting customer’s claims to follow their internal company policyREASON_NOT_SET
. This is the default value merchant can use if none of the above reasons apply
invoice_id
string
The merchant-provided ID of the invoice for the refund. This optional value is used to map the refund to an invoice ID in the merchant's system.
return_shipping_address
The return address for the item.
Required when the customer must return an item to the merchant for theMERCHANDISE_OR_SERVICE_NOT_AS_DESCRIBED
dispute reason, especially if the refund amount is less than the dispute amount.refund_amount
To accept a customer's claim, the amount that the merchant agrees to refund the customer. The subsequent action depends on the amount:
- If this amount is less than the customer-requested amount, the dispute updates to require customer acceptance.
- If this amount is equal to or greater than the customer-requested amount, this amount is automatically refunded to the customer and the dispute closes.
Sample Request
curl -v -X POST https://api.sandbox.paypal.com/v1/customer/disputes/PP-D-27803/accept-claim \
-H "Content-Type: application/json" \
-H "Authorization: Bearer Access-Token" \
-d '{
"note": "Full refund to the customer."
}'
Response
A successful request returns the HTTP 200 OK
status code and a JSON response body that includes a link to the dispute.
links
array (contains the link_description object)
An array of request-related HATEOAS links.
Sample Response
{
"links": [
{
"rel": "self",
"method": "GET",
"href": "https://api.sandbox.paypal.com/v1/customer/disputes/PP-D-27803"
}
]
}
Accept offer to resolve dispute
Header parameters
Content-Type
string
required
Content type of the request payload.
Path parameters
dispute_id
string
required
The ID of the dispute for which to accept an offer.
Request body
note
string
The customer notes about accepting of offer. PayPal can but the merchant cannot view these notes.
Sample Request
curl -v -X POST https://api.sandbox.paypal.com/v1/customer/disputes/PP-000-000-651-454/accept-offer \
-H "Content-Type: application/json" \
-H "Authorization: Bearer Access-Token" \
-d '{
"note": "I am ok with the refund offered."
}'
Response
A successful request returns the HTTP 200 OK
status code and a JSON response body that includes a link to the dispute.
links
array (contains the link_description object)
An array of request-related HATEOAS links.
Sample Response
{
"links": [
{
"rel": "self",
"method": "GET",
"href": "https://api.sandbox.paypal.com/v1/customer/disputes/PP-000-000-651-454"
}
]
}
Acknowledge returned item
Header parameters
Content-Type
string
required
Content type of the request payload.
Form parameters
acknowledgement_document
file
A file with evidence.
Path parameters
dispute_id
string
required
The ID of the dispute for which to acknowledge the return of disputed item.
Request body
acknowledgement_type
enum
The type of acknowledgement given by the merchant.
The possible values are:
ITEM_RECEIVED
. The merchant has received the item returned by the customer.ITEM_NOT_RECEIVED
. The merchant has not received the item.DAMAGED
. The items returned by the customer were damaged.EMPTY_PACKAGE_OR_DIFFERENT
. The package was empty or the goods were different from what was expected.MISSING_ITEMS
. The package did not have all the items that were expected.
note
string
The merchant provided notes. PayPal can but the consumer cannot view these notes.
Sample Request
curl -v -X POST https://api.sandbox.paypal.com/v1/customer/disputes/PP-000-000-651-454/acknowledge-return-item \
-H "Content-Type: application/json" \
-H "Authorization: Bearer Access-Token" \
-d '{
"note": "I have received the item back.",
"acknowledgement_type": "ITEM_RECEIVED"
}'
Response
A successful request returns the HTTP 200 OK
status code and a JSON response body that includes a link to the dispute.
links
array (contains the link_description object)
An array of request-related HATEOAS links.
Sample Response
{
"links": [
{
"rel": "self",
"method": "GET",
"href": "https://api.sandbox.paypal.com/v1/customer/disputes/PP-000-000-651-454"
}
]
}
Settle dispute
Important: This method is for sandbox use only.Settles a dispute in either the customer's or merchant's favor. Merchants can make this call in the sandbox to complete end-to-end dispute resolution testing, which mimics the dispute resolution that PayPal agents normally complete. To make this call, the dispute
status
must be UNDER_REVIEW
.Header parameters
Content-Type
string
required
Content type of the request payload.
Path parameters
dispute_id
string
required
The ID of the dispute to settle.
Request body
adjudication_outcome
enum
The outcome of the adjudication.
The possible values are:
BUYER_FAVOR
. Resolves the case in the customer's favor. Outcome is set toRESOLVED_BUYER_FAVOR
.SELLER_FAVOR
. Resolves the case in the merchant's favor. Outcome is set toRESOLVED_SELLER_FAVOR
.
Sample Request
curl -v -X POST https://api.sandbox.paypal.com/v1/customer/disputes/PP-D-27803/adjudicate \
-H "Content-Type: application/json" \
-H "Authorization: Bearer Access-Token" \
-d '{
"adjudication_outcome": "BUYER_FAVOR"
}'
Response
A successful request returns the HTTP 200 OK
status code and a JSON response body that includes a link to the dispute.
links
array (contains the link_description object)
An array of request-related HATEOAS links.
Sample Response
{
"links": [
{
"rel": "self",
"method": "GET",
"href": "https://api.sandbox.paypal.com/v1/customer/disputes/PP-D-27803"
}
]
}
Appeal dispute
appeal
link in the HATEOAS links from the show dispute details response. If this link does not appear, you cannot appeal the dispute. Submit new evidence as a document or notes in the JSON request body. The following rules apply to document file types and sizes:- The merchant can upload up to 50 MB of files for a case.
- Individual files must be smaller than 10 MB.
- The supported file formats are JPG, GIF, PNG, and PDF.
To make this request, specify the dispute ID in the URI and specify the evidence in the JSON request body. For information about dispute reasons, see dispute reasons.
Header parameters
Content-Type
string
required
Content type of the request payload.
Path parameters
dispute_id
string
required
The PayPal dispute ID.
Request body
evidences
array (contains the evidence object)
An array of evidences for the dispute.
return_shipping_address
The return address for the item.
Required when the customer must return an item to the merchant for theMERCHANDISE_OR_SERVICE_NOT_AS_DESCRIBED
dispute reason..
Sample Request
curl -v -X POST https://api.sandbox.paypal.com/v1/customer/disputes/PP-D-27803/appeal \
-H "Content-Type: multipart/related" \
-H "Authorization: Bearer Access-Token" \
-F 'input={
"evidences": [
{
"evidence_type": "PROOF_OF_FULFILLMENT",
"evidence_info": {
"tracking_info": [
{
"carrier_name": "FEDEX",
"tracking_number": "122533485"
}
]
},
"notes": "Test"
}
]
};type=application/json' \
-F 'file1=@NewDoc.pdf'
Response
A successful request returns the HTTP 200 OK
status code and a JSON response body that includes a link to the dispute.
links
array (contains the link_description object)
An array of request-related HATEOAS links.
Sample Response
{
"links": [
{
"rel": "self",
"method": "GET",
"href": "https://api.sandbox.paypal.com/v1/customer/disputes/PP-D-27803"
}
]
}
Deny offer to resolve dispute
Header parameters
Content-Type
string
required
Content type of the request payload.
Path parameters
dispute_id
string
required
The ID of the dispute for which to deny an offer.
Request body
note
string
The customer notes about the denial of offer. PayPal can but the merchant cannot view these notes.
Sample Request
curl -v -X POST https://api.sandbox.paypal.com/v1/customer/disputes/PP-000-000-651-454/deny-offer \
-H "Content-Type: application/json" \
-H "Authorization: Bearer Access-Token" \
-d '{
"note": "refund offer is very low."
}'
Response
A successful request returns the HTTP 200 OK
status code and a JSON response body that includes a link to the dispute.
links
array (contains the link_description object)
An array of request-related HATEOAS links.
Sample Response
{
"links": [
{
"rel": "self",
"method": "GET",
"href": "https://api.sandbox.paypal.com/v1/customer/disputes/PP-000-000-651-454"
}
]
}
Escalate dispute to claim
Header parameters
Content-Type
string
required
Content type of the request payload.
Path parameters
dispute_id
string
required
The ID of the dispute to escalate to a claim.
Request body
note
string
required
The notes about the escalation of the dispute to a claim.
Sample Request
curl -v -X POST https://api.sandbox.paypal.com/v1/customer/disputes/PP-000-000-651-454/escalate \
-H "Content-Type: application/json" \
-H "Authorization: Bearer Access-Token" \
-d '{
"note": "Escalating to PayPal claim for resolution."
}'
Response
A successful request returns the HTTP 200 OK
status code and a JSON response body that includes a link to the dispute.
links
array (contains the link_description object)
An array of request-related HATEOAS links.
Sample Response
{
"links": [
{
"rel": "self",
"method": "GET",
"href": "https://api.sandbox.paypal.com/v1/customer/disputes/PP-000-000-651-454"
}
]
}
Make offer to resolve dispute
Header parameters
Content-Type
string
required
Content type of the request payload.
Path parameters
dispute_id
string
required
The ID of the dispute for which to make an offer.
Request body
note
string
required
The merchant's notes about the offer. PayPal can, but the customer cannot, view these notes.
offer_amount
The amount proposed to resolve the dispute.
return_shipping_address
The return address for the item. Required when the customer must return an item to the merchant for the
MERCHANDISE_OR_SERVICE_NOT_AS_DESCRIBED
dispute reason, especially if the refund amount is less than the dispute amount.invoice_id
string
The merchant-provided ID of the invoice for the refund. This optional value maps the refund to an invoice ID in the merchant's system.
offer_type
enum
required
The merchant-proposed offer type for the dispute.
The possible values are:
REFUND
. The merchant must refund the customer without any item replacement or return. This offer type is valid in the chargeback phase and occurs when a merchant is willing to refund the dispute amount without any further action from customer. Omit therefund_amount
andreturn_shipping_address
parameters from the accept claim call.REFUND_WITH_RETURN
. The customer must return the item to the merchant and then merchant will refund the money. This offer type is valid in the chargeback phase and occurs when a merchant is willing to refund the dispute amount and requires the customer to return the item. Include thereturn_shipping_address
parameter in but omit therefund_amount
parameter from the accept claim call.REFUND_WITH_REPLACEMENT
. The merchant must do a refund and then send a replacement item to the customer. This offer type is valid in the inquiry phase when a merchant is willing to refund a specific amount and send the replacement item. Include theoffer_amount
parameter in the make offer to resolve dispute call.REPLACEMENT_WITHOUT_REFUND
. The merchant must send a replacement item to the customer with no additional refunds. This offer type is valid in the inquiry phase when a merchant is willing to replace the item without any refund. Omit theoffer_amount
parameter from the make offer to resolve dispute call.
Sample Request
curl -v -X POST https://api.sandbox.paypal.com/v1/customer/disputes/PP-000-000-651-454/make-offer \
-H "Content-Type: application/json" \
-H "Authorization: Bearer Access-Token" \
-d '{
"note": "Offer refund with replacement item.",
"offer_amount": {
"currency_code": "USD",
"value": "23"
},
"offer_type": "REFUND_WITH_REPLACEMENT"
}'
Response
A successful request returns the HTTP 200 OK
status code and a JSON response body that includes a link to the dispute.
links
array (contains the link_description object)
An array of request-related HATEOAS links.
Sample Response
{
"links": [
{
"rel": "self",
"method": "GET",
"href": "https://api.sandbox.paypal.com/v1/customer/disputes/PP-000-000-651-454"
}
]
}
Provide evidence
WAITING_FOR_SELLER_RESPONSE
status while customers can provide evidence for disputes with the WAITING_FOR_BUYER_RESPONSE
status. Evidence can be a proof of delivery or proof of refund document or notes, which can include logs. A proof of delivery document includes a tracking number while a proof of refund document includes a refund ID. The following rules apply to document file types and sizes:- The merchant can upload up to 50 MB of files for a case.
- Individual files must be smaller than 10 MB.
- The supported file formats are JPG, GIF, PNG, and PDF.
To make this request, specify the dispute ID in the URI and specify the evidence in the JSON request body. For information about dispute reasons, see dispute reasons.
Header parameters
Content-Type
string
required
Content type of the request payload.
Form parameters
evidence
file
A file with evidence.
Path parameters
dispute_id
string
required
The ID of the dispute for which to submit evidence.
Request body
evidences
array (contains the evidence object)
An array of evidences for the dispute.
return_shipping_address
The return address for the item.
Required when the customer must return an item to the merchant for theMERCHANDISE_OR_SERVICE_NOT_AS_DESCRIBED
dispute reason..
Sample Request
curl -v -X POST https://api.sandbox.paypal.com/v1/customer/disputes/PP-D-27803/provide-evidence \
-H "Content-Type: multipart/related; boundary=----WebKitFormBoundary7MA4YWxkTrZu0gW" \
-H "Authorization: Bearer Access-Token" \
-F 'input={
"evidences": [
{
"evidence_type": "PROOF_OF_FULFILLMENT",
"evidence_info": {
"tracking_info": [
{
"carrier_name": "FEDEX",
"tracking_number": "122533485"
}
]
},
"notes": "Test"
}
]
};type=application/json' \
-F 'file1=@NewDoc.pdf'
Response
A successful request returns the HTTP 200 OK
status code and a JSON response body that includes a link to the dispute.
links
array (contains the link_description object)
An array of request-related HATEOAS links.
Sample Response
{
"links": [
{
"rel": "self",
"method": "GET",
"href": "https://api.sandbox.paypal.com/v1/customer/disputes/PP-D-27803"
}
]
}
Provide supporting information for dispute
- The party can upload up to 10 MB of files for a case.
- Individual files must be smaller than 5 MB.
- The supported file formats are JPG, GIF, PNG, and PDF.
To make this request, specify the dispute ID in the URI and specify the notes in the JSON request body. This method differs from the provide evidence method which supports only multipart request, where PayPal asks the concerned party for evidence.
Header parameters
Content-Type
string
required
Content type of the request payload.
Form parameters
supporting document
file
A file with evidence.
Path parameters
dispute_id
string
required
The ID of the dispute for which to provide the supporting information.
Request body
notes
string
required
The notes that describe the defense.
Sample Request
curl -v -X POST https://api.sandbox.paypal.com/v1/customer/disputes/PP-D-27803/provide-supporting-info \
-H "Content-Type: application/json" \
-H "Authorization: Bearer Access-Token" \
-d '{
"notes": "Sample notes"
}'
Response
A successful request returns the HTTP 200 OK
status code and a JSON response body that includes a link to the dispute.
links
array (contains the link_description object)
An array of request-related HATEOAS links.
Sample Response
{
"links": [
{
"rel": "self",
"method": "GET",
"href": "https://api.sandbox.paypal.com/v1/customer/disputes/PP-D-27803"
}
]
}
Update dispute status
Important: This method is for sandbox use only.Updates the status of a dispute, by ID, from
UNDER_REVIEW
to either:WAITING_FOR_BUYER_RESPONSE
WAITING_FOR_SELLER_RESPONSE
status
must be UNDER_REVIEW
. Specify an action
value in the JSON request body to indicate whether the status change enables the customer or merchant to submit evidence:If action is | The status updates to |
---|---|
BUYER_EVIDENCE | WAITING_FOR_BUYER_RESPONSE |
SELLER_EVIDENCE | WAITING_FOR_SELLER_RESPONSE |
Header parameters
Content-Type
string
required
Content type of the request payload.
Path parameters
dispute_id
string
required
The ID of the dispute that requires evidence.
Request body
action
enum
The action. Indicates whether the state change enables the customer or merchant to submit evidence.
The possible values are:
BUYER_EVIDENCE
. Changes the status of the dispute toWAITING_FOR_BUYER_RESPONSE
.SELLER_EVIDENCE
. Changes the status of the dispute toWAITING_FOR_SELLER_RESPONSE
.
Sample Request
curl -v -X POST https://api.sandbox.paypal.com/v1/customer/disputes/PP-D-27803/require-evidence \
-H "Content-Type: application/json" \
-H "Authorization: Bearer Access-Token" \
-d '{
"action": "BUYER_EVIDENCE"
}'
Response
A successful request returns the HTTP 200 OK
status code and a JSON response body that includes a link to the dispute.
links
array (contains the link_description object)
An array of request-related HATEOAS links.
Sample Response
{
"links": [
{
"rel": "self",
"method": "GET",
"href": "https://api.sandbox.paypal.com/v1/customer/disputes/PP-D-27803"
}
]
}
Send message about dispute to other party
Header parameters
Content-Type
string
required
Content type of the request payload.
Form parameters
message_document
file
A file that contains any additional info about the message posted.
Path parameters
dispute_id
string
required
The ID of the dispute for which to send a message.
Request body
message
string
required
The message sent by the merchant to the other party.
Sample Request
curl -v -X POST https://api.sandbox.paypal.com/v1/customer/disputes/PP-000-000-651-454/send-message \
-H "Content-Type: application/json" \
-H "Authorization: Bearer Access-Token" \
-d '{
"message": "Shipment is in progress."
}'
Response
A successful request returns the HTTP 200 OK
status code and a JSON response body that includes a link to the dispute.
links
array (contains the link_description object)
An array of request-related HATEOAS links.
Sample Response
{
"links": [
{
"rel": "self",
"method": "GET",
"href": "https://api.sandbox.paypal.com/v1/customer/disputes/PP-000-000-651-454"
}
]
}
Common object definitions
accept_claim
note
string
The merchant's notes about the claim. PayPal can, but the customer cannot, view these notes.
accept_claim_reason
enum
The merchant's reason for acceptance of the customer's claim.
The possible values are:
DID_NOT_SHIP_ITEM
. Merchant is accepting customer's claim as they could not ship the item back to the customerTOO_TIME_CONSUMING
. Merchant is accepting customer's claim as it is taking too long for merchant to fulfil the orderLOST_IN_MAIL
. Merchant is accepting customer's claim as the item is lost in mail or transitNOT_ABLE_TO_WIN
. Merchant is accepting customer's claim as the merchant is not able to find sufficient evidence to win this disputeCOMPANY_POLICY
. Merchant is accepting customer’s claims to follow their internal company policyREASON_NOT_SET
. This is the default value merchant can use if none of the above reasons apply
invoice_id
string
The merchant-provided ID of the invoice for the refund. This optional value is used to map the refund to an invoice ID in the merchant's system.
return_shipping_address
The return address for the item.
Required when the customer must return an item to the merchant for theMERCHANDISE_OR_SERVICE_NOT_AS_DESCRIBED
dispute reason, especially if the refund amount is less than the dispute amount.refund_amount
To accept a customer's claim, the amount that the merchant agrees to refund the customer. The subsequent action depends on the amount:
- If this amount is less than the customer-requested amount, the dispute updates to require customer acceptance.
- If this amount is equal to or greater than the customer-requested amount, this amount is automatically refunded to the customer and the dispute closes.
accept_offer
note
string
The customer notes about accepting of offer. PayPal can but the merchant cannot view these notes.
acknowledge_return_item
acknowledgement_types
array (contains the acknowledgement_type object)
The types of response when the merchant acknowledges a returned item.
acknowledge_return_item
acknowledgement_type
enum
The type of acknowledgement given by the merchant.
The possible values are:
ITEM_RECEIVED
. The merchant has received the item returned by the customer.ITEM_NOT_RECEIVED
. The merchant has not received the item.DAMAGED
. The items returned by the customer were damaged.EMPTY_PACKAGE_OR_DIFFERENT
. The package was empty or the goods were different from what was expected.MISSING_ITEMS
. The package did not have all the items that were expected.
note
string
The merchant provided notes. PayPal can but the consumer cannot view these notes.
acknowledgement_type
acknowledgement_type
enum
The type of acknowledgement allowed for the merchant after the customer has returned the item. The merchant can update whether the item was received and is as expected or if the item was not received.
The possible values are:
ITEM_RECEIVED
. The merchant has received the item returned by the customer.ITEM_NOT_RECEIVED
. The merchant has not received the item.DAMAGED
. The items returned by the customer were damaged.EMPTY_PACKAGE_OR_DIFFERENT
. The package was empty or the goods were different from what was expected.MISSING_ITEMS
. The package did not have all the items that were expected.
address_details
street_number
string
The street number.
street_name
string
The street name. Just
Drury
inDrury Lane
.street_type
string
The street type. For example, avenue, boulevard, road, or expressway.
delivery_service
string
The delivery service. Post office box, bag number, or post office name.
building_name
string
A named locations that represents the premise. Usually a building name or number or collection of buildings with a common name or number. For example,
Craven House
.sub_building
string
The first-order entity below a named building or location that represents the sub-premise. Usually a single building within a collection of buildings with a common name. Can be a flat, story, floor, room, or apartment.
address_portable
address_line_1
string
The first line of the address. For example, number or street. For example,
173 Drury Lane
. Required for data entry and compliance and risk checks. Must contain the full address.address_line_2
string
The second line of the address. For example, suite or apartment number.
address_line_3
string
The third line of the address, if needed. For example, a street complement for Brazil, direction text, such as
next to Walmart
, or a landmark in an Indian address.admin_area_4
string
The neighborhood, ward, or district. Smaller than
admin_area_level_3
orsub_locality
. Value is:- The postal sorting code that is used in Guernsey and many French territories, such as French Guiana.
- The fine-grained administrative levels in China.
admin_area_3
string
A sub-locality, suburb, neighborhood, or district. Smaller than
admin_area_level_2
. Value is:- Brazil. Suburb, bairro, or neighborhood.
- India. Sub-locality or district. Street name information is not always available but a sub-locality or district can be a very small area.
admin_area_2
string
A city, town, or village. Smaller than
admin_area_level_1
.admin_area_1
string
The highest level sub-division in a country, which is usually a province, state, or ISO-3166-2 subdivision. Format for postal delivery. For example,
CA
and notCalifornia
. Value, by country, is:- UK. A county.
- US. A state.
- Canada. A province.
- Japan. A prefecture.
- Switzerland. A kanton.
postal_code
string
The postal code, which is the zip code or equivalent. Typically required for countries with a postal code or an equivalent. See postal code.
The two-character ISO 3166-1 code that identifies the country or region.
Note: The country code for Great Britain is
GB
and notUK
as used in the top-level domain names for that country. Use theC2
country code for China worldwide for comparable uncontrolled price (CUP) method, bank card, and cross-border transactions.address_details
The non-portable additional address details that are sometimes needed for compliance, risk, or other scenarios where fine-grain address information might be needed. Not portable with common third party and opensource. Redundant with core fields. For example,
address_portable.address_line_1
is usually a combination ofaddress_details.street_number
andstreet_name
andstreet_type
.
address_portable_postal_code_validation
address_portable_postal_code_validation
adjudicate
adjudication_outcome
enum
The outcome of the adjudication.
The possible values are:
BUYER_FAVOR
. Resolves the case in the customer's favor. Outcome is set toRESOLVED_BUYER_FAVOR
.SELLER_FAVOR
. Resolves the case in the merchant's favor. Outcome is set toRESOLVED_SELLER_FAVOR
.
adjudication
type
enum
required
The type of adjudication.
The possible values are:
DENY_BUYER
. The decision is to deny the buyer for the dispute.PAYOUT_TO_BUYER
. The decision is to payout to the buyer.PAYOUT_TO_SELLER
. The decision is to payout to the seller.RECOVER_FROM_SELLER
. The decision is to charge the seller for the dispute.
The date and time when the adjudication was done, in Internet date and time format.
reason
enum
The reason for the adjudication type.
The possible values are:
AMOUNT_DIFFERENCE_EXPECTED_DUE_TO_FEES
. Seller submitted proof of correct charge.BILLING_AGREEMENT_CHANGE_DISCLOSED
. Seller had disclosed billing agreement changes upfront.BILLING_AGREEMENT_CHANGE_NOT_DISCLOSED
. Seller had not disclosed billing agreement changes upfront.BILLING_AGREEMENT_DATE_CHANGE_DISCLOSED
. Seller had shared change in billing agreement date upfront.BILLING_AGREEMENT_DATE_CHANGE_NOT_DISCLOSED
. Seller had not shared change in billing agreement date upfront.BUYER_ATTEMPTED_RETURN
. Buyer has attempted to return the item.BUYER_BILLED_ONLY_ONCE
. Buyer was charged only once and did not submit sufficient evidence of duplicate charge.BUYER_CANCELLED_CASE
. Buyer cancelled the case.BUYER_CANCELLED_SERVICE
. Buyer cancelled the service or recurring transaction.BUYER_FAILED_TO_DESCRIBE_ISSUE
. Buyer did not describe the issue to justify the refund.BUYER_HAS_POSSESSION_OF_THE_MERCHANDISE_OR_SERVICE
. Buyer continues to possess the item or has received the service.BUYER_MADE_NO_ATTEMPT_TO_RESOLVE_WITH_SELLER
. Buyer did not attempt to resolve the issue with the seller.BUYER_NOT_IN_POSSESSION_OF_ITEM_TO_RETURN
. Buyer is not in possession of the item to be returned.BUYER_PROVIDED_CREDIT_RECEIPT
. Buyer provided credit receipt or relevant documentation.BUYER_RECEIVED_DUPLICATE_REFUND
. Buyer received the refund twice.CANCELLED_PER_TERMS_OF_BILLING_AGREEMENT
. Billing agreement was cancelled as per agreed terms.CARD_NOT_STOLEN
. Buyer in possession of the card which was reported as stolen or lost.CARD_NOT_STOLEN_BEFORE_AUTH
. Buyer reported card as lost or stolen after the authorization date.CUSTOMER_RECOGNIZES_TRANSACTION
. Buyer recognizes the transaction as valid.DECISION_BASED_ON_AVAILABLE_INFORMATION
. Case decision was made as per available information when specific reasons are not applicable.DELIVERY_AFTER_EXPECTED_DELIVERY_DATE
. Item or service was delivered after the expected delivery date had passed.DELIVERY_DUE_WITHIN_EXPECTED_DELIVERY_DATE
. Delivery of the item or service is due within the expected delivery date.DELIVERY_OR_SERVICE_REFUSED
. Seller refused delivery or service of the item.DOCUMENTATION_MATCHES_AMOUNT_CHARGED
. Documentation provided supports the amount that was charged.DOCUMENTATION_MATCHES_AMOUNT_IN_PAYPAL_ACCOUNT
. Documentation provided supports the amount charged on buyer's account.DUPLICATE_ADD_FUNDS
. Buyer submitted sufficient proof of duplicate charge.EFFORTLESS_SELLER_PROTECTION
. The case is decided based on Protection Policy.IN_PERSON_DELIVERY
. Seller delivered the item in person.INELIGIBLE_BUYER_PROTECTION_POLICY
. The pattern identified does not meet buyer protection eligibility.INELIGIBLE_SELLER_PROTECTION_POLICY
. The pattern identified does not meet seller protection eligibility.INQUIRY_OFFER_ITEM_REPLACED
. Seller agreed to replace the item.INQUIRY_OFFER_PARTIAL_REFUND
. Seller agreed to issue a partial refund to the buyer.INQUIRY_OFFER_REFUND_WITH_ITEM_RETURN
. Seller agreed to issue a refund for item return.INQUIRY_OFFER_REFUND_WITH_REPLACEMENT
. Seller agreed to replace the damaged item along with refunds applicable.INVALID_APPEAL_REASON
. Seller appealed twice for the same reason with invalid reason.INVALID_CHARGEBACK_SELLER_FAVOUR
. The case is decided as invalid based on external network policy.INVALID_DELIVERY_PROOF
. Seller provided invalid proof of delivery.INVALID_DELIVERY_PROOF_SIGNATURE
. Buyer's signature confirmation missing in proof of delivery.INVALID_DOCUMENTATION
. The documentation provided is not valid.INVALID_PROOF_OF_SHIPMENT
. Seller provided invalid proof of shipment.INVALID_REFUND_PROOF
. Seller provided invalid proof of refund.INVALID_RETURN_DELIVERY_NO_SIGNATURE_PROOF
. Seller's signature confirmation missing in proof of return.INVALID_RETURN_DELIVERY_PROOF
. Buyer provided invalid proof of return.INVALID_TRACKING
. Seller provided invalid tracking information.ITEM_ALTERED_REPAIRED
. Item was altered or repaired while in buyer's possession.ITEM_NOT_AS_ADVERTISED
. Item or service provided didn’t match as it was advertised.ITEM_NOT_AS_DESCRIBED
. Item or service provided didn’t match as it was described.ITEM_NOT_DAMAGED
. Item or service provided was not damaged or missing any parts.ITEM_NOT_DELIVERED
. Seller did not deliver the item to the buyer.ITEM_NOT_RETURNED_TO_SELLER
. Item was not returned to seller.ITEM_NOT_SHIPPED
. Seller did not provide verified proof of shipment or delivery.ITEM_OF_DIFFERENT_QUALITY_OR_QUANTITY
. Item sent to the buyer was of different quality, quantity, color, or size.ITEM_OUT_OF_STOCK_AND_NOT_DELIVERED
. Item was not delivered as it was no longer in stock.ITEM_RETURNED_TO_SELLER
. Buyer returned the item to seller.ITEM_SERVICE_MISREPRESENTED
. Seller's listing misrepresented the item.ITEM_SERVICE_NOT_MISREPRESENTED
. Seller's listing accurately represented the item.ITEM_SERVICE_RECEIVED_BY_BUYER
. Buyer received the item or service from the seller.ITEM_SOLD_AS_DESCRIBED
. Item was sold in the condition as described by the seller.ITEM_VALUE_UNAFFECTED
. Item value or usability was not affected significantly.MULTIPLE_APPEALS_WITH_SAME_REASON
. Seller appealed multiple times for the same reason with no additional compelling evidence.NO_DOCUMENTATION_FROM_BUYER
. No documentation received from buyer.NO_DOCUMENTATION_SUPPORTING_DUE_OF_CREDIT
. No documentation given to support that credit is due to buyer.NO_PROOF_OF_DELIVERY
. Seller did not provide proof of delivery.NO_PROOF_OF_DELIVERY_INTANGIBLE
. Seller did not provide proof of fulfillment for a service or digital good.NO_PROTECTION_FOR_DIGITAL_GOODS_SERVICE
. Digital goods, services, or other Intangibles not covered under Protection Policies.NO_RESPONSE_FROM_BUYER
. No response from buyer.NO_RESPONSE_FROM_BUYER_FOR_ADDITIONAL_INFO_REQUEST
. No response from buyer to the request for additional information.NO_SELLER_RESPONSE
. No response from seller.NO_SELLER_RESPONSE_FOR_ADDITIONAL_INFO_REQUEST
. No response from seller to the request for additional information.NO_VALID_SHIPMENT_PROOF
. Seller did not provide valid proof of shipment.NOT_A_BILLING_ERROR
. No evidence of a billing error.NOT_AN_UNAUTHORIZED_TRANSACTION
. No evidence of unauthorized account access was found.NOT_DUPLICATE_FUNDS_ADDED_ONCE
. Funds only added once and no duplication.NOT_DUPLICATE_FUNDS_WITHDRAWN_ONCE
. Funds only withdrawn once and no duplication.NOT_SHIPPED_TO_CORRECT_ADDRESS
. Seller did not ship to correct address.PARTIAL_REFUND_ISSUED_FOR_MISSING_ITEMS
. Seller issued refund for missing items.PARTIAL_REFUND_OFFER_ACCEPTED
. Buyer accepted the partial refund offer.PAYMENT_REVERSED_ALREADY
. Payment was previously refunded or reversed.POS_SUBMITTED_INSTEAD_OF_POD
. Seller submitted proof of shipment instead of proof of delivery.PREAUTH_INSTALLMENT_DUE
. Pre-authorized installment or balance is due to seller.PROOF_OF_BILLING_AFTER_CANCELLATION_ACCEPTED
. Buyer submitted proof of being billed after the billing agreement was cancelled.PROOF_OF_DUPLICATE_DENIED_OR_INSUFFICIENT
. Buyer submitted proof that this was paid by another payment method.PROOF_OF_INCORRECT_TRANSACTION_AMOUNT_ACCEPTED
. Bank or Credit does not match withdrawal amount on PayPal.PROOF_OF_PAID_BY_OTHER_MEANS_NOT_SUBMITTED
. Buyer did not provide sufficient proof of paying by other means.PROOF_OF_TRACKING_NOT_SUBMITTED
. Buyer did not provide sufficient proof of tracking for returns.PROTECTED_BY_PAYPAL
. This case is covered under Seller protection program.REPRESENTED_BY_PAYPAL
. Paypal covered the cost of the case as decided by policy.SELLER_ACCEPTED_MULTIPLE_PAYMENTS
. Seller received multiple payments for the same purchase.SELLER_AGREED_REFUND_WITHOUT_RETURN
. Seller chose to issue a refund without requiring item to be returned.SELLER_AGREED_TO_ISSUE_CREDIT
. Seller agreed to refund the buyer.SELLER_ISSUED_CREDIT_TO_BUYER
. Seller has earlier issued a credit to the buyer for the same transaction.SELLER_ISSUED_REFUND
. Seller has issued a refund.SELLER_NOT_REACHABLE
. Seller could not be reached to resolve case.SELLER_RECEIVED_PAYMENT_TWICE_OR_FOR_REPLACEMENT
. Seller received the payment twice or received payment for a replacement item.SELLER_REFUSED_REFUND
. Seller declined to issue a refund.SELLER_REFUSED_RETURN
. Seller declined to accept return of the item.SELLER_SURCHARGED_BUYER
. Surcharge was assessed to the buyer.SERVICE_NOT_COMPLETED_AS_AGREED
. Service was not completed by seller as per description in the agreement.SHIPPING_COMPANY_WONT_SHIP
. Shipping company refused to ship the item.TRACKING_PROOF_NOT_ENOUGH
. For an item which was significantly not as described, seller cannot appeal with tracking information.TRANSACTION_AUTHORIZED_BY_CARDHOLDER
. Card holder authorized the use of card for the transaction.TRANSACTION_CANCELLED_AFTER_AUTHORIZATION_DATE
. Transaction was cancelled after the authorization date.TRANSACTION_CANCELLED_BEFORE_SHIPMENT_SERVICE_DATE
. Transaction was cancelled before the shipment or service date.TRANSACTION_MATCHES_BUYER_SPENDING_PATTERN
. Transaction similar to recent spending patterns of buyer.TRANSACTION_PROCESSED_CORRECTLY
. Transaction processed correctly.UNUSED_SHIPPING_LABEL
. Shipping label provided was unused.VALID_PROOF_OF_DELIVERY
. Seller provided valid proof of delivery.VALID_PROOF_OF_DELIVERY_WITH_SIGNATURE
. Seller provided valid proof of delivery with signature confirmation.VALID_PROOF_OF_REFUND
. Seller provided valid proof of refund.VALID_PROOF_SUPPORTING_CLAIM
. Buyer provided valid documents to support claim.VALID_RETURN_DELIVERY_PROOF
. Buyer provided valid proof of return delivery.VALID_RETURN_DELIVERY_PROOF_WITH_SIGNATURE
. Buyer provided valid proof of return delivery with signature confirmation.VALID_SHIPMENT_PROOF
. Seller provided valid proof of shipment.VALUE_AFFECTED_SIGNIFICANTLY
. The value of item or usability was affected significantly.PROTECTION_POLICY_APPLIES
. The case is decided based on Protection Policy.
dispute_life_cycle_stage
enum
The dispute life cycle stage during the adjudication.
The possible values are:
INQUIRY
. A customer and merchant interact in an attempt to resolve a dispute without escalation to PayPal. Occurs when the customer:- Has not received goods or a service.
- Reports that the received goods or service are not as described.
- Needs more details, such as a copy of the transaction or a receipt.
CHARGEBACK
. A customer or merchant escalates an inquiry to a claim, which authorizes PayPal to investigate the case and make a determination. Occurs only when the dispute channel isINTERNAL
. This stage is a PayPal dispute lifecycle stage and not a credit card or debit card chargeback. All notes that the customer sends in this stage are visible to PayPal agents only. The customer must wait for PayPal’s response before the customer can take further action. In this stage, PayPal shares dispute details with the merchant, who can complete one of these actions:- Accept the claim.
- Submit evidence to challenge the claim.
- Make an offer to the customer to resolve the claim.
PRE_ARBITRATION
. The first appeal stage for merchants. A merchant can appeal a chargeback if PayPal's decision is not in the merchant's favor. If the merchant does not appeal within the appeal period, PayPal considers the case resolved.ARBITRATION
. The second appeal stage for merchants. A merchant can appeal a dispute for a second time if the first appeal was denied. If the merchant does not appeal within the appeal period, the case returns to a resolved status in pre-arbitration stage.
adjudication_reason
adjudication_reason
enum
The reason for the adjudication type.
The possible values are:
AMOUNT_DIFFERENCE_EXPECTED_DUE_TO_FEES
. Seller submitted proof of correct charge.BILLING_AGREEMENT_CHANGE_DISCLOSED
. Seller had disclosed billing agreement changes upfront.BILLING_AGREEMENT_CHANGE_NOT_DISCLOSED
. Seller had not disclosed billing agreement changes upfront.BILLING_AGREEMENT_DATE_CHANGE_DISCLOSED
. Seller had shared change in billing agreement date upfront.BILLING_AGREEMENT_DATE_CHANGE_NOT_DISCLOSED
. Seller had not shared change in billing agreement date upfront.BUYER_ATTEMPTED_RETURN
. Buyer has attempted to return the item.BUYER_BILLED_ONLY_ONCE
. Buyer was charged only once and did not submit sufficient evidence of duplicate charge.BUYER_CANCELLED_CASE
. Buyer cancelled the case.BUYER_CANCELLED_SERVICE
. Buyer cancelled the service or recurring transaction.BUYER_FAILED_TO_DESCRIBE_ISSUE
. Buyer did not describe the issue to justify the refund.BUYER_HAS_POSSESSION_OF_THE_MERCHANDISE_OR_SERVICE
. Buyer continues to possess the item or has received the service.BUYER_MADE_NO_ATTEMPT_TO_RESOLVE_WITH_SELLER
. Buyer did not attempt to resolve the issue with the seller.BUYER_NOT_IN_POSSESSION_OF_ITEM_TO_RETURN
. Buyer is not in possession of the item to be returned.BUYER_PROVIDED_CREDIT_RECEIPT
. Buyer provided credit receipt or relevant documentation.BUYER_RECEIVED_DUPLICATE_REFUND
. Buyer received the refund twice.CANCELLED_PER_TERMS_OF_BILLING_AGREEMENT
. Billing agreement was cancelled as per agreed terms.CARD_NOT_STOLEN
. Buyer in possession of the card which was reported as stolen or lost.CARD_NOT_STOLEN_BEFORE_AUTH
. Buyer reported card as lost or stolen after the authorization date.CUSTOMER_RECOGNIZES_TRANSACTION
. Buyer recognizes the transaction as valid.DECISION_BASED_ON_AVAILABLE_INFORMATION
. Case decision was made as per available information when specific reasons are not applicable.DELIVERY_AFTER_EXPECTED_DELIVERY_DATE
. Item or service was delivered after the expected delivery date had passed.DELIVERY_DUE_WITHIN_EXPECTED_DELIVERY_DATE
. Delivery of the item or service is due within the expected delivery date.DELIVERY_OR_SERVICE_REFUSED
. Seller refused delivery or service of the item.DOCUMENTATION_MATCHES_AMOUNT_CHARGED
. Documentation provided supports the amount that was charged.DOCUMENTATION_MATCHES_AMOUNT_IN_PAYPAL_ACCOUNT
. Documentation provided supports the amount charged on buyer's account.DUPLICATE_ADD_FUNDS
. Buyer submitted sufficient proof of duplicate charge.EFFORTLESS_SELLER_PROTECTION
. The case is decided based on Protection Policy.IN_PERSON_DELIVERY
. Seller delivered the item in person.INELIGIBLE_BUYER_PROTECTION_POLICY
. The pattern identified does not meet buyer protection eligibility.INELIGIBLE_SELLER_PROTECTION_POLICY
. The pattern identified does not meet seller protection eligibility.INQUIRY_OFFER_ITEM_REPLACED
. Seller agreed to replace the item.INQUIRY_OFFER_PARTIAL_REFUND
. Seller agreed to issue a partial refund to the buyer.INQUIRY_OFFER_REFUND_WITH_ITEM_RETURN
. Seller agreed to issue a refund for item return.INQUIRY_OFFER_REFUND_WITH_REPLACEMENT
. Seller agreed to replace the damaged item along with refunds applicable.INVALID_APPEAL_REASON
. Seller appealed twice for the same reason with invalid reason.INVALID_CHARGEBACK_SELLER_FAVOUR
. The case is decided as invalid based on external network policy.INVALID_DELIVERY_PROOF
. Seller provided invalid proof of delivery.INVALID_DELIVERY_PROOF_SIGNATURE
. Buyer's signature confirmation missing in proof of delivery.INVALID_DOCUMENTATION
. The documentation provided is not valid.INVALID_PROOF_OF_SHIPMENT
. Seller provided invalid proof of shipment.INVALID_REFUND_PROOF
. Seller provided invalid proof of refund.INVALID_RETURN_DELIVERY_NO_SIGNATURE_PROOF
. Seller's signature confirmation missing in proof of return.INVALID_RETURN_DELIVERY_PROOF
. Buyer provided invalid proof of return.INVALID_TRACKING
. Seller provided invalid tracking information.ITEM_ALTERED_REPAIRED
. Item was altered or repaired while in buyer's possession.ITEM_NOT_AS_ADVERTISED
. Item or service provided didn’t match as it was advertised.ITEM_NOT_AS_DESCRIBED
. Item or service provided didn’t match as it was described.ITEM_NOT_DAMAGED
. Item or service provided was not damaged or missing any parts.ITEM_NOT_DELIVERED
. Seller did not deliver the item to the buyer.ITEM_NOT_RETURNED_TO_SELLER
. Item was not returned to seller.ITEM_NOT_SHIPPED
. Seller did not provide verified proof of shipment or delivery.ITEM_OF_DIFFERENT_QUALITY_OR_QUANTITY
. Item sent to the buyer was of different quality, quantity, color, or size.ITEM_OUT_OF_STOCK_AND_NOT_DELIVERED
. Item was not delivered as it was no longer in stock.ITEM_RETURNED_TO_SELLER
. Buyer returned the item to seller.ITEM_SERVICE_MISREPRESENTED
. Seller's listing misrepresented the item.ITEM_SERVICE_NOT_MISREPRESENTED
. Seller's listing accurately represented the item.ITEM_SERVICE_RECEIVED_BY_BUYER
. Buyer received the item or service from the seller.ITEM_SOLD_AS_DESCRIBED
. Item was sold in the condition as described by the seller.ITEM_VALUE_UNAFFECTED
. Item value or usability was not affected significantly.MULTIPLE_APPEALS_WITH_SAME_REASON
. Seller appealed multiple times for the same reason with no additional compelling evidence.NO_DOCUMENTATION_FROM_BUYER
. No documentation received from buyer.NO_DOCUMENTATION_SUPPORTING_DUE_OF_CREDIT
. No documentation given to support that credit is due to buyer.NO_PROOF_OF_DELIVERY
. Seller did not provide proof of delivery.NO_PROOF_OF_DELIVERY_INTANGIBLE
. Seller did not provide proof of fulfillment for a service or digital good.NO_PROTECTION_FOR_DIGITAL_GOODS_SERVICE
. Digital goods, services, or other Intangibles not covered under Protection Policies.NO_RESPONSE_FROM_BUYER
. No response from buyer.NO_RESPONSE_FROM_BUYER_FOR_ADDITIONAL_INFO_REQUEST
. No response from buyer to the request for additional information.NO_SELLER_RESPONSE
. No response from seller.NO_SELLER_RESPONSE_FOR_ADDITIONAL_INFO_REQUEST
. No response from seller to the request for additional information.NO_VALID_SHIPMENT_PROOF
. Seller did not provide valid proof of shipment.NOT_A_BILLING_ERROR
. No evidence of a billing error.NOT_AN_UNAUTHORIZED_TRANSACTION
. No evidence of unauthorized account access was found.NOT_DUPLICATE_FUNDS_ADDED_ONCE
. Funds only added once and no duplication.NOT_DUPLICATE_FUNDS_WITHDRAWN_ONCE
. Funds only withdrawn once and no duplication.NOT_SHIPPED_TO_CORRECT_ADDRESS
. Seller did not ship to correct address.PARTIAL_REFUND_ISSUED_FOR_MISSING_ITEMS
. Seller issued refund for missing items.PARTIAL_REFUND_OFFER_ACCEPTED
. Buyer accepted the partial refund offer.PAYMENT_REVERSED_ALREADY
. Payment was previously refunded or reversed.POS_SUBMITTED_INSTEAD_OF_POD
. Seller submitted proof of shipment instead of proof of delivery.PREAUTH_INSTALLMENT_DUE
. Pre-authorized installment or balance is due to seller.PROOF_OF_BILLING_AFTER_CANCELLATION_ACCEPTED
. Buyer submitted proof of being billed after the billing agreement was cancelled.PROOF_OF_DUPLICATE_DENIED_OR_INSUFFICIENT
. Buyer submitted proof that this was paid by another payment method.PROOF_OF_INCORRECT_TRANSACTION_AMOUNT_ACCEPTED
. Bank or Credit does not match withdrawal amount on PayPal.PROOF_OF_PAID_BY_OTHER_MEANS_NOT_SUBMITTED
. Buyer did not provide sufficient proof of paying by other means.PROOF_OF_TRACKING_NOT_SUBMITTED
. Buyer did not provide sufficient proof of tracking for returns.PROTECTED_BY_PAYPAL
. This case is covered under Seller protection program.REPRESENTED_BY_PAYPAL
. Paypal covered the cost of the case as decided by policy.SELLER_ACCEPTED_MULTIPLE_PAYMENTS
. Seller received multiple payments for the same purchase.SELLER_AGREED_REFUND_WITHOUT_RETURN
. Seller chose to issue a refund without requiring item to be returned.SELLER_AGREED_TO_ISSUE_CREDIT
. Seller agreed to refund the buyer.SELLER_ISSUED_CREDIT_TO_BUYER
. Seller has earlier issued a credit to the buyer for the same transaction.SELLER_ISSUED_REFUND
. Seller has issued a refund.SELLER_NOT_REACHABLE
. Seller could not be reached to resolve case.SELLER_RECEIVED_PAYMENT_TWICE_OR_FOR_REPLACEMENT
. Seller received the payment twice or received payment for a replacement item.SELLER_REFUSED_REFUND
. Seller declined to issue a refund.SELLER_REFUSED_RETURN
. Seller declined to accept return of the item.SELLER_SURCHARGED_BUYER
. Surcharge was assessed to the buyer.SERVICE_NOT_COMPLETED_AS_AGREED
. Service was not completed by seller as per description in the agreement.SHIPPING_COMPANY_WONT_SHIP
. Shipping company refused to ship the item.TRACKING_PROOF_NOT_ENOUGH
. For an item which was significantly not as described, seller cannot appeal with tracking information.TRANSACTION_AUTHORIZED_BY_CARDHOLDER
. Card holder authorized the use of card for the transaction.TRANSACTION_CANCELLED_AFTER_AUTHORIZATION_DATE
. Transaction was cancelled after the authorization date.TRANSACTION_CANCELLED_BEFORE_SHIPMENT_SERVICE_DATE
. Transaction was cancelled before the shipment or service date.TRANSACTION_MATCHES_BUYER_SPENDING_PATTERN
. Transaction similar to recent spending patterns of buyer.TRANSACTION_PROCESSED_CORRECTLY
. Transaction processed correctly.UNUSED_SHIPPING_LABEL
. Shipping label provided was unused.VALID_PROOF_OF_DELIVERY
. Seller provided valid proof of delivery.VALID_PROOF_OF_DELIVERY_WITH_SIGNATURE
. Seller provided valid proof of delivery with signature confirmation.VALID_PROOF_OF_REFUND
. Seller provided valid proof of refund.VALID_PROOF_SUPPORTING_CLAIM
. Buyer provided valid documents to support claim.VALID_RETURN_DELIVERY_PROOF
. Buyer provided valid proof of return delivery.VALID_RETURN_DELIVERY_PROOF_WITH_SIGNATURE
. Buyer provided valid proof of return delivery with signature confirmation.VALID_SHIPMENT_PROOF
. Seller provided valid proof of shipment.VALUE_AFFECTED_SIGNIFICANTLY
. The value of item or usability was affected significantly.PROTECTION_POLICY_APPLIES
. The case is decided based on Protection Policy.
adjudication_type
adjudication_type
enum
The type of adjudication.
The possible values are:
DENY_BUYER
. The decision is to deny the buyer for the dispute.PAYOUT_TO_BUYER
. The decision is to payout to the buyer.PAYOUT_TO_SELLER
. The decision is to payout to the seller.RECOVER_FROM_SELLER
. The decision is to charge the seller for the dispute.
allowed_response_options
acknowledge_return_item
The allowed response options when the seller acknowledges that the buyer has returned an item for the dispute.
billing_disputes_properties
duplicate_transaction
The duplicate transaction details.
incorrect_transaction_amount
The incorrect transaction amount details.
payment_by_other_means
The payment by other means details.
credit_not_processed
The credit not processed details.
canceled_recurring_billing
The recurring billing canceled details.
buyer
name
string
The customer's name.
cancel
note
string
The note, if any, about why the merchant canceled the dispute.
transaction_ids
array (contains the transaction_id object)
An array of encrypted transaction IDs for a canceled unauthorized dispute. If you omit this ID for unauthorized disputes, the issue is automatically canceled. Optional for other dispute types.
cancellation_reason
enum
The reason the merchant cancelled the item.
The possible values are:
ITEM_RECEIVED
. The customer already received the item.REFUND_RECEIVED
. The customer already received a refund for the item.OTHER
. The customer cancelled the dispute for another reason. If OTHER is specified, customer needs to specify more information in the notes field.SHIPMENT_INFO_RECEIVED
. The customer received the provided shipping tracking information and agrees to cancel.REPLACEMENT_RECEIVED
. The customer received the item replacement and agrees to cancel.
cancellation_details
cancellation_date
The date and time of the cancellation, in Internet date and time format.
cancellation_number
string
The cancellation number.
cancelled
boolean
Indicates whether the dispute was canceled.
cancellation_mode
enum
Indicates the mode used for order cancellation.
The possible values are:
CANCELLED_PAYPAL_BILLING_AGREEMENT
. Cancelled the billing agreement.WEBSITE
. The item was cancelled on the merchant's website.PHONE
. The item was cancelled through either phone or fax.EMAIL
. The item was cancelled through either email or text message.WRITTEN
. The item was cancelled via written communication.IN_PERSON
. The item was cancelled in person.
communication_details
email
The email address that is provided by the merchant where the customer can share the evidences.
note
string
The merchant provided notes that are visible to both the customer and PayPal.
time_posted
The date and time when the contact details were posted, in Internet date and time format.
country_code
country_code
string
The two-character ISO 3166-1 code that identifies the country or region.
Note: The country code for Great Britain is
GB
and notUK
as used in the top-level domain names for that country. Use theC2
country code for China worldwide for comparable uncontrolled price (CUP) method, bank card, and cross-border transactions.
credit_not_processed
issue_type
enum
The issue type.
The possible values are:
PRODUCT
. The product has an issue.SERVICE
. The service has an issue.
expected_refund
The currency and amount for a financial transaction, such as a balance or payment due.
cancellation_details
The cancellation details.
product_details
The product information.
service_details
The service details.
agreed_refund_details
Details of Agreed Refund between customer and merchant.
currency_code
currency_code
string
The three-character ISO-4217 currency code that identifies the currency.
date_time
date_time
string
The date and time, in Internet date and time format. Seconds are required while fractional seconds are optional.
Note: The regular expression provides guidance but does not reject all invalid dates.
deny_offer
note
string
The customer notes about the denial of offer. PayPal can but the merchant cannot view these notes.
dispute
dispute_id
string
The ID of the dispute.
create_time
The date and time when the dispute was created, in Internet date and time format. For example,
yyyy
-MM
-dd
T
HH
:mm
:ss
.SSS
Z
.update_time
The date and time when the dispute was last updated, in Internet date and time format. For example,
yyyy
-MM
-dd
T
HH
:mm
:ss
.SSS
Z
.disputed_transactions
array (contains the transaction_info object)
An array of transactions for which disputes were created.
reason
enum
The reason for the item-level dispute. For information about the required information for each dispute reason and associated evidence type, see dispute reasons.
The possible values are:
MERCHANDISE_OR_SERVICE_NOT_RECEIVED
. The customer did not receive the merchandise or service.MERCHANDISE_OR_SERVICE_NOT_AS_DESCRIBED
. The customer reports that the merchandise or service is not as described.UNAUTHORISED
. The customer did not authorize purchase of the merchandise or service.CREDIT_NOT_PROCESSED
. The refund or credit was not processed for the customer.DUPLICATE_TRANSACTION
. The transaction was a duplicate.INCORRECT_AMOUNT
. The customer was charged an incorrect amount.PAYMENT_BY_OTHER_MEANS
. The customer paid for the transaction through other means.CANCELED_RECURRING_BILLING
. The customer was being charged for a subscription or a recurring transaction that was canceled.PROBLEM_WITH_REMITTANCE
. A problem occurred with the remittance.OTHER
. Other.
status
enum
The status of the dispute.
The possible values are:
OPEN
. The dispute is open.WAITING_FOR_BUYER_RESPONSE
. The dispute is waiting for a response from the customer.WAITING_FOR_SELLER_RESPONSE
. The dispute is waiting for a response from the merchant.UNDER_REVIEW
. The dispute is under review with PayPal.RESOLVED
. The dispute is resolved.OTHER
. The default status if the dispute does not have one of the other statuses.
dispute_amount
The amount in the transaction that the customer originally disputed. Because customers can sometimes dispute only part of the payment, the disputed amount might be different from the total gross or net amount of the original transaction.
fee_policy
Policy that determines whether the fee needs to be retained or returned while moving the money as part of dispute process.
external_reason_code
string
The code that identifies the reason for the credit card chargeback. Each card issuer follows their own standards for defining reason type, code, and its format. For more details about the external reason code, see the card issue site. Available for only unbranded transactions.
dispute_outcome
The outcome of a dispute.
adjudications
array (contains the adjudication object)
The Teammate Adjudication details for the dispute.
money_movements
array (contains the money_movement object)
The Money movement details for the dispute.
dispute_life_cycle_stage
enum
The stage in the dispute lifecycle.
The possible values are:
INQUIRY
. A customer and merchant interact in an attempt to resolve a dispute without escalation to PayPal. Occurs when the customer:- Has not received goods or a service.
- Reports that the received goods or service are not as described.
- Needs more details, such as a copy of the transaction or a receipt.
CHARGEBACK
. A customer or merchant escalates an inquiry to a claim, which authorizes PayPal to investigate the case and make a determination. Occurs only when the dispute channel isINTERNAL
. This stage is a PayPal dispute lifecycle stage and not a credit card or debit card chargeback. All notes that the customer sends in this stage are visible to PayPal agents only. The customer must wait for PayPal’s response before the customer can take further action. In this stage, PayPal shares dispute details with the merchant, who can complete one of these actions:- Accept the claim.
- Submit evidence to challenge the claim.
- Make an offer to the customer to resolve the claim.
PRE_ARBITRATION
. The first appeal stage for merchants. A merchant can appeal a chargeback if PayPal's decision is not in the merchant's favor. If the merchant does not appeal within the appeal period, PayPal considers the case resolved.ARBITRATION
. The second appeal stage for merchants. A merchant can appeal a dispute for a second time if the first appeal was denied. If the merchant does not appeal within the appeal period, the case returns to a resolved status in pre-arbitration stage.
dispute_channel
enum
The channel where the customer created the dispute.
The possible values are:
INTERNAL
. The customer contacts PayPal to file a dispute with the merchant.EXTERNAL
. The customer contacts their card issuer or bank to request a refund.
messages
array (contains the message object)
An array of customer- or merchant-posted messages for the dispute.
extensions
The extended properties for the dispute. Includes additional information for a dispute category, such as billing disputes, the original transaction ID, and the correct amount.
evidences
array (contains the evidence object)
An array of evidence documents.
buyer_response_due_date
The date and time by when the customer must respond to the dispute, in Internet date and time format. If the customer does not respond by this date and time, the dispute is closed in the merchant's favor. For example,
yyyy
-MM
-dd
T
HH
:mm
:ss
.SSS
Z
.seller_response_due_date
The date and time by when the merchant must respond to the dispute, in Internet date and time format. If the merchant does not respond by this date and time, the dispute is closed in the customer's favor. For example,
yyyy
-MM
-dd
T
HH
:mm
:ss
.SSS
Z
.offer
The merchant-proposed offer for a dispute.
refund_details
The refund details.
communication_details
The contact details that a merchant provides to the customer to use to share their evidence documents.
supporting_info
array (contains the supporting_info object)
An array of all the supporting information that are associated to this dispute.
allowed_response_options
The allowed response options for the buyer/seller update actions.
links
array (contains the link_description object)
An array of request-related HATEOAS links.
dispute_channel
dispute_channel
enum
The channel where the customer created the dispute.
The possible values are:
INTERNAL
. The customer contacts PayPal to file a dispute with the merchant.EXTERNAL
. The customer contacts their card issuer or bank to request a refund.
dispute_create
links
array (contains the link_description object)
An array of request-related HATEOAS links.
dispute_info
dispute_id
string
The ID of the dispute.
create_time
The date and time when the dispute was created, in Internet date and time format. For example,
yyyy
-MM
-dd
T
HH
:mm
:ss
.SSS
Z
.update_time
The date and time when the dispute was last updated, in Internet date and time format. For example,
yyyy
-MM
-dd
T
HH
:mm
:ss
.SSS
Z
.disputed_transactions
array (contains the transaction_info object)
An array of transactions for which disputes were created.
reason
enum
The reason for the item-level dispute. For information about the required information for each dispute reason and associated evidence type, see dispute reasons.
The possible values are:
MERCHANDISE_OR_SERVICE_NOT_RECEIVED
. The customer did not receive the merchandise or service.MERCHANDISE_OR_SERVICE_NOT_AS_DESCRIBED
. The customer reports that the merchandise or service is not as described.UNAUTHORISED
. The customer did not authorize purchase of the merchandise or service.CREDIT_NOT_PROCESSED
. The refund or credit was not processed for the customer.DUPLICATE_TRANSACTION
. The transaction was a duplicate.INCORRECT_AMOUNT
. The customer was charged an incorrect amount.PAYMENT_BY_OTHER_MEANS
. The customer paid for the transaction through other means.CANCELED_RECURRING_BILLING
. The customer was being charged for a subscription or a recurring transaction that was canceled.PROBLEM_WITH_REMITTANCE
. A problem occurred with the remittance.OTHER
. Other.
status
enum
The status of the dispute.
The possible values are:
OPEN
. The dispute is open.WAITING_FOR_BUYER_RESPONSE
. The dispute is waiting for a response from the customer.WAITING_FOR_SELLER_RESPONSE
. The dispute is waiting for a response from the merchant.UNDER_REVIEW
. The dispute is under review with PayPal.RESOLVED
. The dispute is resolved.OTHER
. The default status if the dispute does not have one of the other statuses.
dispute_state
enum
The state of the dispute.
The possible values are:
OPEN_INQUIRIES
. The dispute is open.REQUIRED_ACTION
. The dispute is waiting for a response.REQUIRED_OTHER_PARTY_ACTION
. The dispute is waiting for a response from other party.UNDER_PAYPAL_REVIEW
. The dispute is under review with PayPal.APPEALABLE
. The dispute can be appealed.RESOLVED
. The dispute is resolved.
dispute_amount
The amount in the transaction that the customer originally disputed. Because customers can sometimes dispute only part of the payment, the disputed amount might be different from the total gross or net amount of the original transaction.
external_reason_code
string
The code that identifies the reason for the credit card chargeback. Each card issuer follows their own standards for defining reason type, code, and its format. For more details about the external reason code, see the card issue site. Available for only unbranded transactions.
dispute_outcome
The outcome of a dispute.
dispute_life_cycle_stage
enum
The stage in the dispute lifecycle.
The possible values are:
INQUIRY
. A customer and merchant interact in an attempt to resolve a dispute without escalation to PayPal. Occurs when the customer:- Has not received goods or a service.
- Reports that the received goods or service are not as described.
- Needs more details, such as a copy of the transaction or a receipt.
CHARGEBACK
. A customer or merchant escalates an inquiry to a claim, which authorizes PayPal to investigate the case and make a determination. Occurs only when the dispute channel isINTERNAL
. This stage is a PayPal dispute lifecycle stage and not a credit card or debit card chargeback. All notes that the customer sends in this stage are visible to PayPal agents only. The customer must wait for PayPal’s response before the customer can take further action. In this stage, PayPal shares dispute details with the merchant, who can complete one of these actions:- Accept the claim.
- Submit evidence to challenge the claim.
- Make an offer to the customer to resolve the claim.
PRE_ARBITRATION
. The first appeal stage for merchants. A merchant can appeal a chargeback if PayPal's decision is not in the merchant's favor. If the merchant does not appeal within the appeal period, PayPal considers the case resolved.ARBITRATION
. The second appeal stage for merchants. A merchant can appeal a dispute for a second time if the first appeal was denied. If the merchant does not appeal within the appeal period, the case returns to a resolved status in pre-arbitration stage.
dispute_channel
enum
The channel where the customer created the dispute.
The possible values are:
INTERNAL
. The customer contacts PayPal to file a dispute with the merchant.EXTERNAL
. The customer contacts their card issuer or bank to request a refund.
messages
array (contains the message object)
An array of customer- or merchant-posted messages for the dispute.
evidences
array (contains the evidence object)
An array of evidence documents.
buyer_response_due_date
The date and time by when the customer must respond to the dispute, in Internet date and time format. If the customer does not respond by this date and time, the dispute is closed in the merchant's favor. For example,
yyyy
-MM
-dd
T
HH
:mm
:ss
.SSS
Z
.seller_response_due_date
The date and time by when the merchant must respond to the dispute, in Internet date and time format. If the merchant does not respond by this date and time, the dispute is closed in the customer's favor. For example,
yyyy
-MM
-dd
T
HH
:mm
:ss
.SSS
Z
.offer
The merchant-proposed offer for a dispute.
communication_details
The contact details that a merchant provides to the customer to use to share their evidence documents.
partner_actions
array (contains the partner_action object)
An array of all the actions that are associated to this dispute.
supporting_info
array (contains the supporting_info object)
An array of all the supporting information that are associated to this dispute.
links
array (contains the link_description object)
An array of request-related HATEOAS links.
dispute_lifecycle_stage
dispute_lifecycle_stage
enum
The stage in the dispute lifecycle.
The possible values are:
INQUIRY
. A customer and merchant interact in an attempt to resolve a dispute without escalation to PayPal. Occurs when the customer:- Has not received goods or a service.
- Reports that the received goods or service are not as described.
- Needs more details, such as a copy of the transaction or a receipt.
CHARGEBACK
. A customer or merchant escalates an inquiry to a claim, which authorizes PayPal to investigate the case and make a determination. Occurs only when the dispute channel isINTERNAL
. This stage is a PayPal dispute lifecycle stage and not a credit card or debit card chargeback. All notes that the customer sends in this stage are visible to PayPal agents only. The customer must wait for PayPal’s response before the customer can take further action. In this stage, PayPal shares dispute details with the merchant, who can complete one of these actions:- Accept the claim.
- Submit evidence to challenge the claim.
- Make an offer to the customer to resolve the claim.
PRE_ARBITRATION
. The first appeal stage for merchants. A merchant can appeal a chargeback if PayPal's decision is not in the merchant's favor. If the merchant does not appeal within the appeal period, PayPal considers the case resolved.ARBITRATION
. The second appeal stage for merchants. A merchant can appeal a dispute for a second time if the first appeal was denied. If the merchant does not appeal within the appeal period, the case returns to a resolved status in pre-arbitration stage.
dispute_outcome
outcome_code
enum
The outcome of a resolved dispute.
The possible values are:
RESOLVED_BUYER_FAVOUR
. The dispute was resolved in the customer's favor.RESOLVED_SELLER_FAVOUR
. The dispute was resolved in the merchant's favor.RESOLVED_WITH_PAYOUT
. PayPal provided the merchant or customer with protection and the case is resolved.CANCELED_BY_BUYER
. The customer canceled the dispute.ACCEPTED
. PayPal accepted the dispute.DENIED
. PayPal denied the dispute.NONE
. A dispute was created for the same transaction ID, and the previous dispute was closed without any decision.
amount_refunded
The amount that either the merchant or PayPal refunds the customer.
dispute_search
items
array (contains the dispute_info object)
An array of disputes that match the filter criteria. Sorted in latest to earliest creation time order.
links
array (contains the link_description object)
An array of request-related HATEOAS links.
dispute_state
dispute_state
enum
The state of the dispute.
The possible values are:
OPEN_INQUIRIES
. The dispute is open.REQUIRED_ACTION
. The dispute is waiting for a response.REQUIRED_OTHER_PARTY_ACTION
. The dispute is waiting for a response from other party.UNDER_PAYPAL_REVIEW
. The dispute is under review with PayPal.APPEALABLE
. The dispute can be appealed.RESOLVED
. The dispute is resolved.
document
name
string
The document name.
duplication_transaction
received_duplicate
boolean
If
true
, indicates that a duplicate transaction was received.original_transaction
The transaction details for the original transaction, when the dispute reason is
DUPLICATE_TRANSACTION
. Currently, contains only the date and amount.
eligibility
encrypted_transaction_id
string
The encrypted transaction ID. The response lists the eligible and ineligible dispute reasons.
dispute_id
string
The ID of the dispute. The response lists the eligible and ineligible dispute reasons. The customer can use the eligible reasons to update the dispute.
email_address
email_address
string
The internationalized email address.
Note: Up to 64 characters are allowed before and 255 characters are allowed after the
@
sign. However, the generally accepted maximum length for an email address is 254 characters. The pattern verifies that an unquoted@
sign exists.
error
name
string
required
The human-readable, unique name of the error.
message
string
required
The message that describes the error.
debug_id
string
required
The PayPal internal ID that is used for correlation purposes.
information_link
string
The information link, or URI, that shows detailed information about this error for the developer.
details
array (contains the error_details object)
An array of additional details about the error.
links
array (contains the link_description object)
An array of request-related HATEOAS links.
error_details
field
string
The field that caused the error. If the field is in the body, set this value to the JSON pointer to that field. Required for client-side errors.
value
string
The value of the field that caused the error.
location
string
The location of the field that caused the error. A valid value is
body
,path
, orquery
. Default isbody
.issue
string
required
The unique and fine-grained application-level error code.
description
string
The human-readable description for an issue. The description MAY change over the lifetime of an API, so clients MUST NOT depend on this value.
escalate
note
string
required
The notes about the escalation of the dispute to a claim.
evidence
evidence_type
enum
The evidence type.
The possible values are:
PROOF_OF_FULFILLMENT
. Proof of fulfillment should be a copy of the actual shipping label on the package that shows the destination address and the shipping company's stamp to verify the shipment date.PROOF_OF_REFUND
. Proof of refund issued to the buyerPROOF_OF_DELIVERY_SIGNATURE
. Proof of delivery signature.PROOF_OF_RECEIPT_COPY
. Copy of original receipt or invoice.RETURN_POLICY
. Copy of terms and conditions,contract or store return policyBILLING_AGREEMENT
. Copy of billing agreement.PROOF_OF_RESHIPMENT
. Proof of reshipment should be a copy of the actual shipping label on the package that shows the destination address and the shipping company's stamp to verify the reshipment date.ITEM_DESCRIPTION
. A copy of the original description of the item or servicePOLICE_REPORT
. Copy of the police report filed.AFFIDAVIT
. More information has to be provided about the claim using the affidavit.PAID_WITH_OTHER_METHOD
. Document showing item/service was paid by another payment method.COPY_OF_CONTRACT
. Copy of contract if applicable.TERMINAL_ATM_RECEIPT
. Copy of terminal/ATM receipt.PRICE_DIFFERENCE_REASON
. Explanation of what the price difference is related to (increased tip amount, shipping charges, taxes, etc).SOURCE_CONVERSION_RATE
. Source of expected conversion rate or fee.BANK_STATEMENT
. Bank/Credit statement showing withdrawal transaction.CREDIT_DUE_REASON
. The credit due reason.REQUEST_CREDIT_RECEIPT
. The request credit receipt.PROOF_OF_RETURN
. Proof of shipment or postage that shows you returned this item to your seller and should be a copy of the actual shipping label used.CREATE
. Additional evidence information during case creation.CHANGE_REASON
. The evidence related to the reason change.PROOF_OF_REFUND_OUTSIDE_PAYPAL
. Document should show that the seller issued a refund outside Paypal.RECEIPT_OF_MERCHANDISE
. Check with buyer if item Delivered (seller provided Proof of Shipping)CUSTOMS_DOCUMENT
. Document confirming that the item has been confiscated.CUSTOMS_FEE_RECEIPT
. Custom fees receipt paid by the buyerINFORMATION_ON_RESOLUTION
. Any resolution reached with the seller should be communicated to PayPal.ADDITIONAL_INFORMATION_OF_ITEM
. Any additional information of the item purchased.DETAILS_OF_PURCHASE
. Specific details of a purchase made under a particular transaction has to be given.PROOF_OF_SIGNIFICANT_DIFFERENCE
. More information required on how the item was damaged or was significantly different from the item advertised.PROOF_OF_SOFTWARE_OR_SERVICE_NOT_AS_DESCRIBED
. Any screenshot or download/usage log showing that the software or service was unavailable or non-functional.PROOF_OF_CONFISCATION
. Documentation from a third party or organization that evaluated this item that confirms they confiscated it.PROOF_OF_DAMAGE
. Documentation supporting the claim that the item is damaged.COPY_OF_LAW_ENFORCEMENT_AGENCY_REPORT
. Report filed with a law enforcement agency or government organization. Examples of such agencies are - Internet Crime Complaint Center (www.ic3.gov), state Consumer Protection office, state police or a Federal law enforcement agency such as the FBI or Postal Inspection Service.ADDITIONAL_PROOF_OF_SHIPMENT
. Additional proof of shipment such as a packing list, detailed invoice, or shipping manifest to confirm that all items have been shipped.PROOF_OF_DENIAL_BY_CARRIER
. Documentation from the carrier should confirm the reason why they refuse to ship the item in question and the extent of the original damage.THIRDPARTY_PROOF_FOR_DAMAGE_OR_SIGNIFICANT_DIFFERENCE
. Proof should be provided by an unbiased third-party, such as a dealer, appraiser or another individual or organisation that's qualified in the area of the item in question (other than yourself), and detail the extent of the damage or clearly explain how the item received significantly differs from the item advertised.VALID_SUPPORTING_DOCUMENT
. The document you have provided doesn't support your claim that the item is Significantly Not as Described. Please provide a document to clearly show how the item received significantly differs from the item advertised.LEGIBLE_SUPPORTING_DOCUMENT
. The document you have provided is illegible, unclear, or too dark to read. Please provide a document that is legible and clear to read.RETURN_TRACKING_INFORMATION
. Online tracking information for remaining items that have to be shipped to the seller.DELIVERY_RECEIPT
. Confirmation that the item has been received.PROOF_OF_INSTORE_RECEIPT
. In-store receipt or online verification should clearly show that the buyer picked up the item.ADDITIONAL_TRACKING_INFORMATION
. Tracking information should include the carrier name, online tracking number and the website where the shipment can be tracked.PROOF_OF_SHIPMENT_POSTAGE
. Proof of shipment or postage should be a copy of the actual shipping label on the package that shows the destination address and the carrier's stamp to verify the shipment date.ONLINE_TRACKING_INFORMATION
. Online tracking information to confirm delivery of item.PROOF_OF_INSTORE_REFUND
. Proof should be an in-store refund receipt or company documentation that clearly shows a completed refund for the transaction.PROOF_FOR_SOFTWARE_OR_SERVICE_DELIVERED
. Proof should be compelling evidence to prove that the item or service was as described and was delivered to the buyer.RETURN_ADDRESS_FOR_SHIPPING
. Return address is required for the buyer to ship the merchandise back to the seller.COPY_OF_THE_EPARCEL_MANIFEST
. To validate a claim, a copy of the eparcel manifest showing the buyer's address from Australia Post is required.COPY_OF_SHIPPING_MANIFEST
. The shipping manifest must show the buyer's address and can be obtained from the carrier.APPEAL_AFFIDAVIT
. Appeal affidavit is needed to make an appeal for any case outcome.RECEIPT_OF_REPLACEMENT
. Check with buyer if the replacement of the item sent by the seller was receivedCOPY_OF_DRIVERS_LICENSE
. Need Copy of Drivers license.ACCOUNT_CHANGE_INFORMATION
. Additional Details about how account was accessed/what was changed.DELIVERY_ADDRESS
. Address where item was supposed to be delivered.CONFIRMATION_OF_RESOLUTION
. Confirmation that item was received and issue resolved.MERCHANT_RESPONSE
. Copy of merchant's response when the resolution was attempted.PERMISSION_DESCRIPTION
. A Detailed description about the account or card level permission given to another person.STATUS_OF_MERCHANDISE
. Details of the merchandise's current location.LOST_CARD_DETAILS
. Details of where and when the card was lost/stolen?.LAST_VALID_TRANSACTION_DETAILS
. Details of the last valid transaction made on the card.ADDITIONAL_PROOF_OF_RETURN
. Document to confirm that the item to be returned to the seller has been shipped.OTHER
. Other.
evidence_info
The evidence-related information.
documents
array (contains the document object)
An array of evidence documents.
notes
string
Any evidence-related notes.
item_id
string
The item ID. If the merchant provides multiple pieces of evidence and the transaction has multiple item IDs, the merchant can use this value to associate a piece of evidence with an item ID.
evidence_info
tracking_info
array (contains the response_tracking_info object)
An array of relevant tracking information for the transaction involved in this dispute.
refund_ids
array (contains the refund_id object)
An array of refund IDs for the transaction involved in this dispute.
evidences
evidences
array (contains the evidence object)
An array of evidences for the dispute.
return_shipping_address
The return address for the item.
Required when the customer must return an item to the merchant for theMERCHANDISE_OR_SERVICE_NOT_AS_DESCRIBED
dispute reason..
extensions
merchant_contacted
boolean
Indicates that the merchant was contacted.
merchant_contacted_outcome
enum
The outcome when the customer has contacted the merchant.
The possible values are:
NO_RESPONSE
. The merchant did not respond to the customer.FIXED
. The merchant agreed to fix the issue but did not fix it yet.NOT_FIXED
. The merchant could not fix the issue.
merchant_contacted_time
The date and time when merchant was contacted.
merchant_contacted_mode
enum
The method used to contact the merchant.
The possible values are:
WEBSITE
. The merchant was contacted through his website.PHONE
. The merchant was contacted through either phone or fax.EMAIL
. The merchant was contacted through either email or text message.WRITTEN
. The merchant was contacted through a written communication.IN_PERSON
. The merchant was contacted in person.
buyer_contacted_time
The date and time when the buyer contacted the partner to file a dispute, in Internet date and time format. For example,
yyyy
-MM
-dd
T
HH
:mm
:ss
.SSS
Z
.buyer_contacted_channel
string
The channel through which the buyer contacted the partner to file a dispute. Partners that allow buyers to create dispute from multiple channels can use this field to help identify which channel was used for each individual dispute.
billing_dispute_properties
The billing issue details.
merchandize_dispute_properties
The customer-provided merchandise issue details for the dispute.
incorrect_transaction_amount
correct_transaction_amount
The currency and amount for a financial transaction, such as a balance or payment due.
correct_transaction_time
The date and time when the customer created the transaction, in Internet date and time format.
item_info
item_id
string
The item ID. If the merchant provides multiple pieces of evidence and the transaction has multiple item IDs, the merchant can use this value to associate a piece of evidence with an item ID.
item_description
string
The item description.
item_quantity
string
The count of the item in the dispute. Must be a whole number.
partner_transaction_id
string
The ID of the transaction in the partner system. The partner transaction ID is returned at an item level because the partner might show different transactions for different items in the cart.
reason
enum
The reason for the item-level dispute. For information about the required information for each dispute reason and associated evidence type, see dispute reasons.
The possible values are:
MERCHANDISE_OR_SERVICE_NOT_RECEIVED
. The customer did not receive the merchandise or service.MERCHANDISE_OR_SERVICE_NOT_AS_DESCRIBED
. The customer reports that the merchandise or service is not as described.UNAUTHORISED
. The customer did not authorize purchase of the merchandise or service.CREDIT_NOT_PROCESSED
. The refund or credit was not processed for the customer.DUPLICATE_TRANSACTION
. The transaction was a duplicate.INCORRECT_AMOUNT
. The customer was charged an incorrect amount.PAYMENT_BY_OTHER_MEANS
. The customer paid for the transaction through other means.CANCELED_RECURRING_BILLING
. The customer was being charged for a subscription or a recurring transaction that was canceled.PROBLEM_WITH_REMITTANCE
. A problem occurred with the remittance.OTHER
. Other.
dispute_amount
The amount of the item in the dispute.
notes
string
Any notes provided with the item.
link_description
href
string
required
The complete target URL. To make the related call, combine the method with this URI Template-formatted link. For pre-processing, include the
$
,(
, and)
characters. Thehref
is the key HATEOAS component that links a completed call with a subsequent call.rel
string
required
The link relation type, which serves as an ID for a link that unambiguously describes the semantics of the link. See Link Relations.
method
enum
The HTTP method required to make the related call.
make_offer
note
string
required
The merchant's notes about the offer. PayPal can, but the customer cannot, view these notes.
offer_amount
The amount proposed to resolve the dispute.
return_shipping_address
The return address for the item. Required when the customer must return an item to the merchant for the
MERCHANDISE_OR_SERVICE_NOT_AS_DESCRIBED
dispute reason, especially if the refund amount is less than the dispute amount.invoice_id
string
The merchant-provided ID of the invoice for the refund. This optional value maps the refund to an invoice ID in the merchant's system.
offer_type
enum
required
The merchant-proposed offer type for the dispute.
The possible values are:
REFUND
. The merchant must refund the customer without any item replacement or return. This offer type is valid in the chargeback phase and occurs when a merchant is willing to refund the dispute amount without any further action from customer. Omit therefund_amount
andreturn_shipping_address
parameters from the accept claim call.REFUND_WITH_RETURN
. The customer must return the item to the merchant and then merchant will refund the money. This offer type is valid in the chargeback phase and occurs when a merchant is willing to refund the dispute amount and requires the customer to return the item. Include thereturn_shipping_address
parameter in but omit therefund_amount
parameter from the accept claim call.REFUND_WITH_REPLACEMENT
. The merchant must do a refund and then send a replacement item to the customer. This offer type is valid in the inquiry phase when a merchant is willing to refund a specific amount and send the replacement item. Include theoffer_amount
parameter in the make offer to resolve dispute call.REPLACEMENT_WITHOUT_REFUND
. The merchant must send a replacement item to the customer with no additional refunds. This offer type is valid in the inquiry phase when a merchant is willing to replace the item without any refund. Omit theoffer_amount
parameter from the make offer to resolve dispute call.
merchandise_dispute_properties
issue_type
enum
The issue type.
The possible values are:
PRODUCT
. The product has an issue.SERVICE
. The service has an issue.
product_details
The product information.
service_details
The service details.
return_shipping_address
The return address for the item. Required when the customer must return an item to the merchant for the
MERCHANDISE_OR_SERVICE_NOT_AS_DESCRIBED
dispute reason.
merchant_contacted_outcome
merchant_contacted_outcome
enum
The method used to contact the merchant.
The possible values are:
WEBSITE
. The merchant was contacted through his website.PHONE
. The merchant was contacted through either phone or fax.EMAIL
. The merchant was contacted through either email or text message.WRITTEN
. The merchant was contacted through a written communication.IN_PERSON
. The merchant was contacted in person.
merchant_contacted_outcome
merchant_contacted_outcome
enum
The outcome when the customer has contacted the merchant.
The possible values are:
NO_RESPONSE
. The merchant did not respond to the customer.FIXED
. The merchant agreed to fix the issue but did not fix it yet.NOT_FIXED
. The merchant could not fix the issue.
message
posted_by
enum
Indicates whether the customer, merchant, or dispute arbiter posted the message.
The possible values are:
BUYER
. The customer posted the message.SELLER
. The merchant posted the message.ARBITER
. The arbiter of the dispute posted the message.
time_posted
The date and time when the message was posted, in Internet date and time format.
content
string
The message text.
money
The three-character ISO-4217 currency code that identifies the currency.
value
string
required
The value, which might be:
- An integer for currencies like
JPY
that are not typically fractional. - A decimal fraction for currencies like
TND
that are subdivided into thousandths.
- An integer for currencies like
money_movement
affected_party
enum
The affected party in the money movement.
The possible values are:
SELLER
. The money movement is related to the seller.BUYER
. The money movement is related to the buyer.
amount
The amount transferred as part of the money movement.
initiated_time
The date and time when the money movement was initiated, in Internet date and time format.
type
enum
The type of the money movement.
The possible values are:
DEBIT
. The money movement is a debit transaction.CREDIT
. The money movement is a credit transaction.
reason
enum
The reason for the money movement.
The possible values are:
DISPUTE_SETTLEMENT_FEE
. The fee is for dispute settlement.DISPUTE_SETTLEMENT
. The money movement is for dispute settlement.DISPUTE_FEE
. The money movement is for dispute fee which PayPal charges to sellers for facilitating the online dispute resolution process for transactions that are processed either through a buyer’s PayPal account or through a PayPal guest checkout.CHARGEBACK_FEE
. The money movement is for chargeback fee which PayPal charges to sellers for facilitating the chargeback process for transactions that are not processed either through a buyer’s PayPal account or through a guest checkout, and where the buyer pursues a chargeback for the transaction with their card issuer.
money_movement_reason
money_movement_reason
enum
The reason for the money movement.
The possible values are:
DISPUTE_SETTLEMENT_FEE
. The fee is for dispute settlement.DISPUTE_SETTLEMENT
. The money movement is for dispute settlement.DISPUTE_FEE
. The money movement is for dispute fee which PayPal charges to sellers for facilitating the online dispute resolution process for transactions that are processed either through a buyer’s PayPal account or through a PayPal guest checkout.CHARGEBACK_FEE
. The money movement is for chargeback fee which PayPal charges to sellers for facilitating the chargeback process for transactions that are not processed either through a buyer’s PayPal account or through a guest checkout, and where the buyer pursues a chargeback for the transaction with their card issuer.
offer
buyer_requested_amount
The customer-requested refund for this dispute.
seller_offered_amount
The merchant-offered refund for this dispute.
offer_type
enum
The merchant-proposed offer type for the dispute.
The possible values are:
REFUND
. The merchant must refund the customer without any item replacement or return. This offer type is valid in the chargeback phase and occurs when a merchant is willing to refund the dispute amount without any further action from customer. Omit therefund_amount
andreturn_shipping_address
parameters from the accept claim call.REFUND_WITH_RETURN
. The customer must return the item to the merchant and then merchant will refund the money. This offer type is valid in the chargeback phase and occurs when a merchant is willing to refund the dispute amount and requires the customer to return the item. Include thereturn_shipping_address
parameter in but omit therefund_amount
parameter from the accept claim call.REFUND_WITH_REPLACEMENT
. The merchant must do a refund and then send a replacement item to the customer. This offer type is valid in the inquiry phase when a merchant is willing to refund a specific amount and send the replacement item. Include theoffer_amount
parameter in the make offer to resolve dispute call.REPLACEMENT_WITHOUT_REFUND
. The merchant must send a replacement item to the customer with no additional refunds. This offer type is valid in the inquiry phase when a merchant is willing to replace the item without any refund. Omit theoffer_amount
parameter from the make offer to resolve dispute call.
offer_type
offer_type
enum
The merchant-proposed offer type for the dispute.
The possible values are:
REFUND
. The merchant must refund the customer without any item replacement or return. This offer type is valid in the chargeback phase and occurs when a merchant is willing to refund the dispute amount without any further action from customer. Omit therefund_amount
andreturn_shipping_address
parameters from the accept claim call.REFUND_WITH_RETURN
. The customer must return the item to the merchant and then merchant will refund the money. This offer type is valid in the chargeback phase and occurs when a merchant is willing to refund the dispute amount and requires the customer to return the item. Include thereturn_shipping_address
parameter in but omit therefund_amount
parameter from the accept claim call.REFUND_WITH_REPLACEMENT
. The merchant must do a refund and then send a replacement item to the customer. This offer type is valid in the inquiry phase when a merchant is willing to refund a specific amount and send the replacement item. Include theoffer_amount
parameter in the make offer to resolve dispute call.REPLACEMENT_WITHOUT_REFUND
. The merchant must send a replacement item to the customer with no additional refunds. This offer type is valid in the inquiry phase when a merchant is willing to replace the item without any refund. Omit theoffer_amount
parameter from the make offer to resolve dispute call.
partner_action
id
string
required
The ID for the action.
name
enum
required
The action name.
The possible values are:
PROVIDE_PROVISIONAL_CREDIT
. The partner must provide the consumer with provisional credit.DENY_DISPUTE
. The partner denies dispute and must reverse the provisional credit, if it was already given.ACCEPT_DISPUTE
. The partner accepts dispute and must provide permanent provisional credit to the consumer, if it was already given or recover the money.WRITE_OFF
. The partner must write off the dispute.
The date and time when the action was initiated, in Internet date and time format. For example,
yyyy
-MM
-dd
T
HH
:mm
:ss
.SSS
Z
.update_time
The date and time when the action was last updated, in Internet date and time format. For example,
yyyy
-MM
-dd
T
HH
:mm
:ss
.SSS
Z
.due_time
The date and time before which the action must be performed, in Internet date and time format. For example,
yyyy
-MM
-dd
T
HH
:mm
:ss
.SSS
Z
.status
enum
required
The status of the action.
The possible values are:
PENDING
. The action is pending and awaits partner processing. For this type of action, the partner must update the action's status after they complete the required actions.COMPLETED
. The partner has processed the action.FAILED
. The partner could not perform the action. The partner may send the `COMPLETED` status once the action is processed successfully.
amount
The amount associated with the partner action, either it is recommended by PayPal for which the partner need to take action or it is taken by the partner at their end
patch
op
enum
required
The operation to complete.
path
string
The JSON pointer to the target document location at which to complete the operation.
value
number,integer,string,boolean,null,array,object
The value to apply. The
remove
operation does not require a value.from
string
The JSON pointer to the target document location from which to move the value. Required for the
move
operation.
patch_request
patch_request
array (contains the patch object)
An array of JSON patch objects to apply partial updates to resources.
payment_by_other_means
charge_different_from_original
boolean
If
true
, indicates that a charge was made that is different from the original charge.received_duplicate
boolean
If
true
, indicates that a duplicate transaction was received.payment_method
enum
The payment method.
The possible values are:
CASH
. The payment method was cash.CREDIT_CARD
. The payment method was a credit card.CHECK
. The payment method was a check.PAYPAL
. The payment method was PayPal.DEBIT_CARD
. The payment method was a debit card.GIFT_CARD
. The payment method was a gift card.BANK_TRANSFER
. The payment method was through bank transfer.
payment_instrument_suffix
string
Last 2-4 characters of the payment instrument. For payment_method CHECK, payment_instrument_suffix entered must be of minimum length 2-4 characters. For payment_method CREDIT_CARD, DEBIT_CARD, GIFT_CARD, BANK_TRANSFER, payment_instrument_suffix entered must be of length 4.
product_details
description
string
The product description.
product_received
enum
Indicates whether the product was, or was not, received or returned.
The possible values are:
YES
. The product was received.NO
. The product was not received.RETURNED
. The product was returned.
product_received_time
The date and time when product was delivered.
sub_reasons
array (contains the sub_reason object)
An array of sub-reasons for the product issue.
purchase_url
string
The URL where the customer purchased the product.
return_details
The return details for the product.
provide_supporting_info_request
notes
string
required
The notes that describe the defense.
reason
reason
enum
The reason for the item-level dispute. For information about the required information for each dispute reason and associated evidence type, see dispute reasons.
The possible values are:
MERCHANDISE_OR_SERVICE_NOT_RECEIVED
. The customer did not receive the merchandise or service.MERCHANDISE_OR_SERVICE_NOT_AS_DESCRIBED
. The customer reports that the merchandise or service is not as described.UNAUTHORISED
. The customer did not authorize purchase of the merchandise or service.CREDIT_NOT_PROCESSED
. The refund or credit was not processed for the customer.DUPLICATE_TRANSACTION
. The transaction was a duplicate.INCORRECT_AMOUNT
. The customer was charged an incorrect amount.PAYMENT_BY_OTHER_MEANS
. The customer paid for the transaction through other means.CANCELED_RECURRING_BILLING
. The customer was being charged for a subscription or a recurring transaction that was canceled.PROBLEM_WITH_REMITTANCE
. A problem occurred with the remittance.OTHER
. Other.
refund_id
refund_id
string
The ID of the refunded transaction.
require_evidence_request
action
enum
The action. Indicates whether the state change enables the customer or merchant to submit evidence.
The possible values are:
BUYER_EVIDENCE
. Changes the status of the dispute toWAITING_FOR_BUYER_RESPONSE
.SELLER_EVIDENCE
. Changes the status of the dispute toWAITING_FOR_SELLER_RESPONSE
.
response-accept_claim_type
response-accept_claim_type
enum
The refund type proposed by the merchant for the dispute.
The possible values are:
REFUND
. The merchant must refund the customer without any item replacement or return. This type is applicable when a merchant is willing to refund the entire dispute amount without any further action from customer. Omit therefund_amount
andreturn_shipping_address
parameters from the accept claim call.REFUND_WITH_RETURN
. The customer must return the item to the merchant and then merchant will refund the money. This type is applicable when a merchant is willing to refund the dispute amount and requires the customer to return the item. Include thereturn_shipping_address
parameter in but omit therefund_amount
parameter from the accept claim call.PARTIAL_REFUND
. The merchant proposes a partial refund for the dispute.This type is applicable when a merchant is willing to refund an amount lesser than dispute amount. Include therefund_amount
parameter.
response-agreed_refund_details
merchant_agreed_refund
boolean
Indicates whether merchant has agreed to refund the buyer or not.
merchant_agreed_refund_time
The date and time proposed by merchant to provide the refund, in Internet date and time format.
response-fee_policy
response_refund_details
allowed_refund_amount
The maximum refundable amount.
response_tracking_info
carrier_name
enum
required
The name of the shipment carrier for the transaction for this dispute.
The possible values are:
UPS
. United Parcel Service.USPS
. United States Postal Service.FEDEX
. Federal Express.AIRBORNE_EXPRESS
. Airborne Express.DHL
. DHL.AIRSURE
. AirSure.ROYAL_MAIL
. Royal Mail.PARCELFORCE
. Parcelforce Worldwide.SWIFTAIR
. Swiftair.OTHER
. Other.UK_PARCELFORCE
. Parcelforce UK.UK_ROYALMAIL_SPECIAL
. Royal Mail Special Delivery UK.UK_ROYALMAIL_RECORDED
. Royal Mail Recorded UK.UK_ROYALMAIL_INT_SIGNED
. Royal Mail International Signed.UK_ROYALMAIL_AIRSURE
. Royal Mail AirSure UK.UK_UPS
. United Parcel Service UK.UK_FEDEX
. Federal Express UK.UK_AIRBORNE_EXPRESS
. Airborne Express UK.UK_DHL
. DHL UK.UK_OTHER
. Other UK.UK_CANNOT_PROV_TRACK
. Cannot provide tracking UK.CA_CANADA_POST
. Canada Post.CA_PUROLATOR
. Purolator Canada.CA_CANPAR
. Canpar Courier Canada.CA_LOOMIS
. Loomis Express Canada.CA_TNT
. TNT Express Canada.CA_OTHER
. Other Canada.CA_CANNOT_PROV_TRACK
. Cannot provide tracking Canada.DE_DP_DHL_WITHIN_EUROPE
. DHL Parcel Europe.DE_DP_DHL_T_AND_T_EXPRESS
. DHL T and T Express.DE_DHL_DP_INTL_SHIPMENTS
. DHL DP International shipments.DE_GLS
. General Logistics Systems Germany.DE_DPD_DELISTACK
. DPD Tracking Germany.DE_HERMES
. Hermes Germany.DE_UPS
. United Parcel Service Germany.DE_FEDEX
. Federal Express Germany.DE_TNT
. TNT Express Germany.DE_OTHER
. Other Germany.FR_CHRONOPOST
. Chronopost France.FR_COLIPOSTE
. Coliposte France.FR_DHL
. DHL France.FR_UPS
. United Parcel Service France.FR_FEDEX
. Federal Express France.FR_TNT
. TNT Express France.FR_GLS
. General Logistics Systems France.FR_OTHER
. Other France.IT_POSTE_ITALIA
. Poste Italia.IT_DHL
. DHL Italy.IT_UPS
. United Parcel Service Italy.IT_FEDEX
. Federal Express Italy.IT_TNT
. TNT Express ItalyIT_GLS
. General Logistics Systems Italy.IT_OTHER
. Other Italy.AU_AUSTRALIA_POST_EP_PLAT
. Australia Post EP Plat.AU_AUSTRALIA_POST_EPARCEL
. Australia Post Eparcel.AU_AUSTRALIA_POST_EMS
. Australia Post EMS.AU_DHL
. DHL Australia.AU_STAR_TRACK_EXPRESS
. StarTrack Express Australia.AU_UPS
. United Parcel Service Australia.AU_FEDEX
. Federal Express Australia.AU_TNT
. TNT Express Australia.AU_TOLL_IPEC
. Toll IPEC Australia.AU_OTHER
. Other Australia.FR_SUIVI
. Suivi FedEx France.IT_EBOOST_SDA
. Poste Italiane SDA.ES_CORREOS_DE_ESPANA
. Correos de Espana.ES_DHL
. DHL Spain.ES_UPS
. United Parcel Service Spain.ES_FEDEX
. Federal Express Spain.ES_TNT
. TNT Express Spain.ES_OTHER
. Other Spain.AT_AUSTRIAN_POST_EMS
. EMS Express Mail Service Austria.AT_AUSTRIAN_POST_PPRIME
. Austrian Post Prime.BE_CHRONOPOST
. Chronopost.BE_TAXIPOST
. Taxi Post.CH_SWISS_POST_EXPRES
. Swiss Post Express.CH_SWISS_POST_PRIORITY
. Swiss Post Priority.CN_CHINA_POST
. China Post.HK_HONGKONG_POST
. Hong Kong Post.IE_AN_POST_SDS_EMS
. Post SDS EMS Express Mail Service Ireland.IE_AN_POST_SDS_PRIORITY
. Post SDS Priority Ireland.IE_AN_POST_REGISTERED
. Post Registered Ireland.IE_AN_POST_SWIFTPOST
. Swift Post Ireland.IN_INDIAPOST
. India Post.JP_JAPANPOST
. Japan Post.KR_KOREA_POST
. Korea Post.NL_TPG
. TPG Post Netherlands.SG_SINGPOST
. SingPost Singapore.TW_CHUNGHWA_POST
. Chunghwa POST Taiwan.CN_CHINA_POST_EMS
. China Post EMS Express Mail Service.CN_FEDEX
. Federal Express China.CN_TNT
. TNT Express China.CN_UPS
. United Parcel Service China.CN_OTHER
. Other China.NL_TNT
. TNT Express Netherlands.NL_DHL
. DHL Netherlands.NL_UPS
. United Parcel Service Netherlands.NL_FEDEX
. Federal Express Netherlands.NL_KIALA
. KIALA Netherlands.BE_KIALA
. Kiala Point Belgium.PL_POCZTA_POLSKA
. Poczta Polska.PL_POCZTEX
. Pocztex.PL_GLS
. General Logistics Systems Poland.PL_MASTERLINK
. Masterlink Poland.PL_TNT
. TNT Express Poland.PL_DHL
. DHL Poland.PL_UPS
. United Parcel Service Poland.PL_FEDEX
. Federal Express Poland.JP_SAGAWA_KYUU_BIN
. Sagawa Kyuu Bin Japan.JP_NITTSU_PELICAN_BIN
. Nittsu Pelican Bin Japan.JP_KURO_NEKO_YAMATO_UNYUU
. Kuro Neko Yamato Unyuu Japan.JP_TNT
. TNT Express Japan.JP_DHL
. DHL Japan.JP_UPS
. United Parcel Service Japan.JP_FEDEX
. Federal Express Japan.NL_PICKUP
. Pickup Netherlands.NL_INTANGIBLE
. Intangible Netherlands.NL_ABC_MAIL
. ABC Mail Netherlands.HK_FOUR_PX_EXPRESS
. 4PX Express Hong Kong.HK_FLYT_EXPRESS
. Flyt Express Hong Kong.
carrier_name_other
string
The name of carrier in free-form text for unavailable carriers. This field is mandatory when
carrier_name
isOTHER
.tracking_url
string
The URL to track the dispute-related transaction shipment.
tracking_number
string
required
The number to track the dispute-related transaction shipment.
return_details
return_time
The date and time when the product was returned, Internet date and time format.
mode
enum
The method that the customer used to return the product.
The possible values are:
SHIPPED
. The customer shipped the product back to the merchant.IN_PERSON
. The customer returned the item to the merchant in person.
receipt
boolean
Indicates whether customer has the return receipt.
return_confirmation_number
string
The confirmation number for the item return.
returned
boolean
If
true
, indicates that the item was returned but the seller refused to accept the return and iffalse
, indicates the item was not attempted to return.
seller
email
The email address for the merchant's PayPal account.
merchant_id
string
The PayPal account ID for the merchant.
name
string
The name of the merchant.
send_message
message
string
required
The message sent by the merchant to the other party.
service_details
description
string
The service description.
service_started
enum
Indicates whether the service was started or cancelled.
The possible values are:
YES
. The service was started.NO
. The service was not started.CANCELLED
. The service was cancelled.
note
string
The customer specified note about the service usage.
sub_reasons
array (contains the sub_reason object)
An array of sub-reasons for the service issue.
purchase_url
string
The URL of the merchant or marketplace site where the customer purchased the service.
status
status
enum
The status of the dispute.
The possible values are:
OPEN
. The dispute is open.WAITING_FOR_BUYER_RESPONSE
. The dispute is waiting for a response from the customer.WAITING_FOR_SELLER_RESPONSE
. The dispute is waiting for a response from the merchant.UNDER_REVIEW
. The dispute is under review with PayPal.RESOLVED
. The dispute is resolved.OTHER
. The default status if the dispute does not have one of the other statuses.
sub_reason
sub_reason
enum
The sub-reason for the service issue.
The possible values are:
DAMAGED
. The service was damaged.DIFFERENT
. The service was different from what was expected.INCOMPLETE
. The service was incomplete.OTHER
. Other.
subsequent_action
links
array (contains the link_description object)
An array of request-related HATEOAS links.
supporting_info
notes
string
Any supporting notes.
source
enum
The source of the Information.
The possible values are:
SUBMITTED_BY_BUYER
. Information was submitted by the customer.SUBMITTED_BY_SELLER
. Information was submitted by the merchant.SUBMITTED_BY_PARTNER
. Information was submitted by the partner.
provided_time
The date and time when the information was received, in Internet date and time format.
transaction_id
transaction_id
string
The encrypted transaction ID for a canceled unauthorized dispute. If you omit this ID for unauthorized disputes, the issue is automatically canceled. Optional for other dispute types.
transaction_info
buyer_transaction_id
string
The ID, as seen by the customer, for this transaction.
seller_transaction_id
string
The ID, as seen by the merchant, for this transaction.
reference_id
string
The ID, as seen by the partner, for this transaction.
create_time
The date and time when the transaction was created, in Internet date and time format. For example,
yyyy
-MM
-dd
T
HH
:mm
:ss
.SSS
Z
.transaction_status
enum
The transaction status.
The possible values are:
COMPLETED
. The transaction processing completed.UNCLAIMED
. The items in the transaction are unclaimed. If they are not claimed within 30 days, the funds are returned to the sender.DENIED
. The transaction was denied.FAILED
. The transaction failed.HELD
. The transaction is on hold.PENDING
. The transaction is waiting to be processed.PARTIALLY_REFUNDED
. The payment for the transaction was partially refunded.REFUNDED
. The payment for the transaction was successfully refunded.REVERSED
. The payment for the transaction was reversed due to a chargeback or other reversal type.CANCELLED
. The transaction is cancelled.
gross_amount
The gross amount of the transaction.
invoice_number
string
The ID of the invoice for the payment.
custom
string
A free-text field that is entered by the merchant during checkout.
buyer
The details for the customer who funds the payment. For example, the customer's first name, last name, and email address.
seller
The details for the merchant who receives the funds and fulfills the order. For example, merchant ID, and contact email address.
items
array (contains the item_info object)
An array of items that were purchased as part of the transaction.
Additional API information
Error messages
In addition to the common HTTP status codes that the REST APIs return, the Disputes API can return the following errors.