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. When you create an app, enable Disputes in the App feature options section.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_state
, dispute_life_cycle_stage
, dispute_channel
, 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
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.
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.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.
page_size
integer
Limits the number of disputes in the response to this value.
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.update_time_after
string
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
. update_time_after must be within the last 180 days and the default is the maximum time (180 days) supported.update_time_before
string
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
. update_time_before must be within the last 180 days and the default is the current time.
Header parameters
Authorization
string
required
To make REST API calls, include the bearer token in the
Authorization
header with theBearer
authentication scheme.
Sample Request
curl -v -X GET https://api-m.sandbox.paypal.com/v1/customer/disputes/ \
-H "Content-Type: application/json" \
-H "Authorization: Bearer Access-Token"
Response
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-m.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-m.sandbox.paypal.com/v1/customer/disputes/PP-000-003-648-175",
"rel": "self",
"method": "GET"
}
]
},
{
"dispute_id": "PP-R-003-648-191",
"create_time": "2022-05-24T10:41:35.000Z",
"update_time": "2022-05-24T11:40:32.000Z",
"status": "WAITING_FOR_SELLER_RESPONSE",
"reason": "MERCHANDISE_OR_SERVICE_NOT_RECEIVED",
"dispute_state": "REQUIRED_OTHER_PARTY_ACTION",
"dispute_asset": {
"asset_symbol": "BTC",
"quantity": "5.01"
},
"links": [
{
"href": "https://api-m.sandbox.paypal.com/v1/customer/disputes/PP-000-003-648-191",
"rel": "self",
"method": "GET"
}
]
}
],
"links": [
{
"href": "https://api-m.sandbox.paypal.com/v1/customer/disputes",
"rel": "self",
"method": "GET"
},
{
"href": "https://api-m.sandbox.paypal.com/v1/customer/disputes",
"rel": "first",
"method": "GET"
}
]
}
Partially update dispute
communication_detail
value or The partner can add the partner action
information.Header parameters
Authorization
string
required
To make REST API calls, include the bearer token in the
Authorization
header with theBearer
authentication scheme.Content-Type
string
required
Content type of the request payload.
Path parameters
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-m.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
204 No Content
status code with no JSON response body.links
array (contains the link_description object)
An array of request-related HATEOAS links.
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.
Header parameters
Authorization
string
required
To make REST API calls, include the bearer token in the
Authorization
header with theBearer
authentication scheme.
Path parameters
id
string
required
The ID of the dispute for which to show details.
Sample Request
curl -v -X GET https://api-m.sandbox.paypal.com/v1/customer/disputes/PP-D-4012 \
-H "Content-Type: application/json" \
-H "Authorization: Bearer Access-Token"
Response
200 OK
status code and a JSON response body that shows dispute details.adjudications
array (contains the adjudication object)
The Teammate Adjudication details for the dispute.
allowed_response_options
The allowed response options for the buyer/seller update actions.
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
.communication_details
The contact details that a merchant provides to the customer to use to share their evidence documents.
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
.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.
dispute_asset
The asset in the transaction that the customer disputed.
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.ALERT
. Pre-chargeback alert when customer contacts their card issuer to request a refund.
dispute_id
string
The ID of 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_outcome
The outcome of a dispute.
disputed_transactions
array (contains the transaction_info object)
An array of transactions for which disputes were created.
evidences
array (contains the evidence object)
An array of evidence documents.
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.
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.
fee_policy
Policy that determines whether the fee needs to be charged, retained or returned while moving the money as part of dispute process.
links
array (contains the link_description object)
An array of request-related HATEOAS links.
messages
array (contains the message object)
An array of customer- or merchant-posted messages for the dispute.
money_movements
array (contains the money_movement object)
The Money movement details for the dispute.
offer
The merchant-proposed offer for a dispute.
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_details
The refund details.
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
.status
enum
The overall status of the dispute, constant for all the parties involved at anytime during the dispute lifecycle.
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.
supporting_info
array (contains the supporting_info object)
An array of all the supporting information that are associated to this dispute.
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
.
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",
"documents": [
{
"name": "SNAD_Issue.pdf",
"url": "https://api-m.paypal.com/v2/content/documents/DIS-010-4c465d94-241c-4e1f-b384-9de78f7200bb/files/1/download"
}
]
}
],
"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"
},
"offer_type": "REFUND",
"history": {
"offer_time": "2019-04-29T07:04:54.000Z",
"actor": "SELLER",
"event_type": "PROPOSED",
"offer_type": "REFUND",
"offer_amount": {
"currency_code": "USD",
"value": "96.00"
},
"notes": "Full refund offer.",
"dispute_life_cycle_stage": "CHARGEBACK"
}
},
"links": [
{
"href": "https://api-m.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
Authorization
string
required
To make REST API calls, include the bearer token in the
Authorization
header with theBearer
authentication scheme.Content-Type
string
required
Content type of the request payload.
Form parameters
accept-claim-document
file
A file with evidence.
Path parameters
id
string
required
The ID of the dispute for which to accept a claim.
Request body
note
string
required
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
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.REFUND_WITH_RETURN_SHIPMENT_LABEL
. 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 using the shipment label provided by the merchant. Include thereturn_shipment_info
andreturn_shipping_address
parameter in but omit therefund_amount
parameter from the accept claim call.
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.
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.
return_shipment_info
array (contains the response_shipment_info object)
An array of relevant shipment information for the items.
Required when the customer must return an item to the merchant for theMERCHANDISE_OR_SERVICE_NOT_AS_DESCRIBED
dispute reason using the shipment label provided by the merchant.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.
Sample Request
curl -v -X POST https://api-m.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
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-m.sandbox.paypal.com/v1/customer/disputes/PP-D-27803"
}
]
}
Accept offer to resolve dispute
Header parameters
Authorization
string
required
To make REST API calls, include the bearer token in the
Authorization
header with theBearer
authentication scheme.Content-Type
string
required
Content type of the request payload.
Path parameters
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-m.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
202 Accepted
status code and a JSON response body that includes a HATEOAS link to the ID of the request. The request returns 202 Accepted
status in case money movement for the offer is delayed due to some internal reasons.links
array (contains the link_description object)
An array of request-related HATEOAS links.
Sample Response
{
"links": [
{
"rel": "self",
"method": "GET",
"href": "https://api-m.sandbox.paypal.com/v1/customer/disputes/PP-000-000-651-454"
}
]
}
Acknowledge returned item
MERCHANDISE_OR_SERVICE_NOT_AS_DESCRIBED
reason. Allowed acknowledgement_type values for the request is available in dispute details allowed response options object. For constraints and rules regarding documents, see documents.Header parameters
Authorization
string
required
To make REST API calls, include the bearer token in the
Authorization
header with theBearer
authentication scheme.Content-Type
string
required
Content type of the request payload.
Form parameters
acknowledgement_document
file
A file with evidence.
Path parameters
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.
evidences
array (contains the acknowledge_return_item_evidence object)
An array of evidence documents.
note
string
The merchant provided notes. PayPal can but the consumer cannot view these notes.
Sample Request
curl -v -X POST https://api-m.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
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-m.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
Authorization
string
required
To make REST API calls, include the bearer token in the
Authorization
header with theBearer
authentication scheme.Content-Type
string
required
Content type of the request payload.
Path parameters
id
string
required
The ID of the dispute to settle.
Request body
adjudication_outcome
enum
required
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-m.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
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-m.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. For constraints and rules regarding documents, see documents.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
Authorization
string
required
To make REST API calls, include the bearer token in the
Authorization
header with theBearer
authentication scheme.Content-Type
string
required
Content type of the request payload.
Form parameters
evidence-file
file
A file with evidence.
Path parameters
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-m.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
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-m.sandbox.paypal.com/v1/customer/disputes/PP-D-27803"
}
]
}
Deny offer to resolve dispute
Header parameters
Authorization
string
required
To make REST API calls, include the bearer token in the
Authorization
header with theBearer
authentication scheme.Content-Type
string
required
Content type of the request payload.
Path parameters
id
string
required
The ID of the dispute for which to deny an offer.
Request body
note
string
required
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-m.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
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-m.sandbox.paypal.com/v1/customer/disputes/PP-000-000-651-454"
}
]
}
Escalate dispute to claim
INQUIRY
.Header parameters
Authorization
string
required
To make REST API calls, include the bearer token in the
Authorization
header with theBearer
authentication scheme.Content-Type
string
required
Content type of the request payload.
Path parameters
id
string
required
The ID of the dispute to escalate to a claim.
Sample Request
curl -v -X POST https://api-m.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
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-m.sandbox.paypal.com/v1/customer/disputes/PP-000-000-651-454"
}
]
}
Make offer to resolve dispute
INQUIRY
. If the customer accepts the offer, PayPal automatically makes a refund. Allowed offer_type values for the request is available in dispute details allowed response options object.Header parameters
Authorization
string
required
To make REST API calls, include the bearer token in the
Authorization
header with theBearer
authentication scheme.Content-Type
string
required
Content type of the request payload.
Path parameters
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.
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 inquiry phase and occurs when a merchant is willing to refund a specific amount. Buyer acceptance is needed for partial refund offers and dispute is auto closed for full refunds. Include theoffer_amount
but omit thereturn_shipping_address
parameters from the make offer request.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 inquiry phase and occurs when a merchant is willing to refund a specific amount and requires the customer to return the item. Include thereturn_shipping_address
parameter and theoffer_amount
parameter in the make offer request.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 request.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 request.
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_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.
Sample Request
curl -v -X POST https://api-m.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
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-m.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. For other evidence type, notes and documents can be given. Evidences requested from you can be found by checking the type of evidence for the corresponding source under the evidence section of the show dispute details response. The source will be REQUESTED_FROM_SELLER
for evidences requested from the merchant while it will be REQUESTED_FROM_BUYER
for evidences requested from the customer. For constraints and rules regarding documents, see documents.To make this request, specify the evidence in the JSON request body and use the
provide-evidence
link in the HATEOAS links of the show dispute details response. In case the link is not present in the response, you can't provide evidence for the dispute. For information about dispute reasons, see dispute reasons.Header parameters
Authorization
string
required
To make REST API calls, include the bearer token in the
Authorization
header with theBearer
authentication scheme.Content-Type
string
required
Content type of the request payload.
Form parameters
evidence-file
file
A file with evidence.
Path parameters
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-m.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
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-m.sandbox.paypal.com/v1/customer/disputes/PP-D-27803"
}
]
}
Provide supporting information for dispute
provide-supporting-info
link in the HATEOAS links in the list disputes response. The party can provide the supporting information to PayPal to defend themselves only when the dispute_life_cycle_stage
is CHARGEBACK
, PRE_ARBITRATION
, or ARBITRATION
. They can provide a note that describes their part with details or upload any supporting documents to support their side. For constraints and rules regarding documents, see documents.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
Authorization
string
required
To make REST API calls, include the bearer token in the
Authorization
header with theBearer
authentication scheme.Content-Type
string
required
Content type of the request payload.
Form parameters
supporting document
file
A file with evidence.
Path parameters
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-m.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
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-m.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
Authorization
string
required
To make REST API calls, include the bearer token in the
Authorization
header with theBearer
authentication scheme.Content-Type
string
required
Content type of the request payload.
Path parameters
id
string
required
The ID of the dispute that requires evidence.
Request body
action
enum
required
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-m.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
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-m.sandbox.paypal.com/v1/customer/disputes/PP-D-27803"
}
]
}
Send message about dispute to other party
dispute_life_cycle_stage
value is INQUIRY
. For constraints and rules regarding documents that can be attached as part of the message, see documents. To send a message, use the send-message
link in the HATEOAS links of the show dispute details response and specify the message in the JSON request body. In case the link is not present in the response you can't send a message on the dispute.Header parameters
Authorization
string
required
To make REST API calls, include the bearer token in the
Authorization
header with theBearer
authentication scheme.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
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-m.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
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-m.sandbox.paypal.com/v1/customer/disputes/PP-000-000-651-454"
}
]
}
Common object definitions
Refund funding instrument
accept_claim
accept_claim_types
array (contains the response-accept_claim_type object)
The types of refund the merchant can provide the customer.
accept_claim
note
string
required
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
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.REFUND_WITH_RETURN_SHIPMENT_LABEL
. 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 using the shipment label provided by the merchant. Include thereturn_shipment_info
andreturn_shipping_address
parameter in but omit therefund_amount
parameter from the accept claim call.
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.
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.
return_shipment_info
array (contains the response_shipment_info object)
An array of relevant shipment information for the items.
Required when the customer must return an item to the merchant for theMERCHANDISE_OR_SERVICE_NOT_AS_DESCRIBED
dispute reason using the shipment label provided by the merchant.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.
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.
evidences
array (contains the acknowledge_return_item_evidence object)
An array of evidence documents.
note
string
The merchant provided notes. PayPal can but the consumer cannot view these notes.
acknowledge_return_item_evidence
An array of evidence documents.
evidence_type
enum
The evidence type.
The possible values are:
PROOF_OF_DAMAGE
. Documentation supporting the claim that the item is damaged.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.DECLARATION
. Signed declaration about the information provided.PROOF_OF_MISSING_ITEMS
. Image of open box with returned items and shipping label clearly visible.PROOF_OF_EMPTY_PACKAGE_OR_DIFFERENT_ITEM
. Image of empty box or returned items that are different from what were expected and shipping label clearly visible.PROOF_OF_ITEM_NOT_RECEIVED
. Any proof about the non receipt of the item, such as screenshot of tracking info.
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.
action_info
action
enum
The action for which the evidence was requested or submitted.
The possible values are:
ACKNOWLEDGE_RETURN_ITEM
. The evidence corresponds to action `acknowledge_return_item`.ACCEPT_CLAIM
. The evidence corresponds to action `accept_claim`.PROVIDE_EVIDENCE
. The evidence corresponds to action `provide_evidence`.APPEAL
. The evidence corresponds to action `appeal`.CANCEL
. The evidence corresponds to action `cancel`.CHANGE_REASON
. The evidence corresponds to action `change_reason`.ESCALATE
. The evidence corresponds to action `escalate`.
mandatory
boolean
Indicates whether the evidence is mandatory for the corresponding action and response option.
response_option
string
The response option for the corresponding action. Possible values:
.
address_details
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
.delivery_service
string
The delivery service. Post office box, bag number, or post office name.
street_name
string
The street name. Just
Drury
inDrury Lane
.street_number
string
The street number.
street_type
string
The street type. For example, avenue, boulevard, road, or expressway.
sub_building
string
The first-order entity below a named building or location that represents the sub-premises. Usually a single building within a collection of buildings with a common name. Can be a flat, story, floor, room, or apartment.
address_portable
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 open source. Redundant with core fields.
For example,address_portable.address_line_1
is usually a combination ofaddress_details.street_number
,street_name
, andstreet_type
.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_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.
admin_area_2
string
A city, town, or village. Smaller than
admin_area_level_1
.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_4
string
The neighborhood, ward, or district. Smaller than
admin_area_level_3
orsub_locality
. Value is:- The postal sorting code for Guernsey and many French territories, such as French Guiana.
- The fine-grained administrative levels in China.
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.
address_portable_postal_code_validation
address_portable_postal_code_validation
adjudicate
adjudication_outcome
enum
required
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
The date and time when the adjudication was done, in Internet date and time format.
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 if the seller was debited earlier.RECOVER_FROM_SELLER
. The decision is to charge the seller for the dispute if the seller was not debited already.
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.
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.TRUSTED_BUYER_PAYOUT
. Payout to the buyer decided based on their profile and policy.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_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.TRUSTED_BUYER_PAYOUT
. Payout to the buyer decided based on their profile and policy.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 if the seller was debited earlier.RECOVER_FROM_SELLER
. The decision is to charge the seller for the dispute if the seller was not debited already.
allowed_response_options
accept_claim
The allowed response options when the merchant is accepting the claim.
acknowledge_return_item
The allowed response options when the seller acknowledges that the buyer has returned an item for the dispute.
make_offer
The allowed response options when the merchant makes offer to the customer.
billing_disputes_properties
canceled_recurring_billing
The recurring billing canceled details.
credit_not_processed
The credit not processed details.
duplicate_transaction
The duplicate transaction details.
incorrect_transaction_amount
The incorrect transaction amount details.
payment_by_other_means
The payment by other means details.
buyer
name
string
The customer's name.
cancel
cancellation_reason
enum
The reason the customer cancelled the dispute.
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.
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_details
cancellation_date
The date and time of the cancellation, in Internet date and time format.
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.
cancellation_number
string
The cancellation number.
cancelled
boolean
Indicates whether the dispute was canceled.
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.
contestation_document
id
string
The id which uniquely identifies a document.
name
string
The contestation document name.
source
enum
The source from which the document was generated or submitted.
The possible values are:
PAYPAL
. The document is generated by `PayPal` as part of the contestation.SELLER
. The document is submitted by `SELLER` as evidence and is considered by PayPal for contestation.
contestation_status
contestation_status
enum
The status of the contestation.
The possible values are:
CONTESTED
. The contestation has been generated and shared with the processor. The processor must update the status with `ACCEPTED` or `DENIED` after processing the contestation.ACCEPTED
. The processor has accepted the contestation.DENIED
. The processor has rejected the contestation.
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.
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
agreed_refund_details
Details of Agreed Refund between customer and merchant.
cancellation_details
The cancellation details.
expected_refund
The currency and amount for a financial transaction, such as a balance or payment due.
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.
cryptocurrency
asset_symbol
enum
required
The Cryptocurrency ticker symbol / code as assigned by liquidity providers (exchanges).
The possible values are:
BTC
. The ticker symbol for Bitcoin. https://en.wikipedia.org/wiki/BitcoinETH
. The ticker symbol for Ethereum. https://en.wikipedia.org/wiki/EthereumBCH
. The ticker symbol for Bitcoin Cash. https://en.wikipedia.org/wiki/Bitcoin_CashLTC
. The ticker symbol for Litecoin. https://en.wikipedia.org/wiki/Litecoin
Quantity of a cryptocurrency asset.
This is a decimal number with scale defined for each Cryptocurrency by the founders. For example,- Bitcoin(BTC) has 8 as scale,
- Ethereum (ETH) has 18 as scale.
PayPal Cryptocurrency platform handles the scale to 8 digits for Bitcoin and its forks or offshoots and Ehereum.
cryptocurrency_quantity
cryptocurrency_quantity
string
Quantity of a cryptocurrency asset.
This is a decimal number with scale defined for each Cryptocurrency by the founders. For example,- Bitcoin(BTC) has 8 as scale,
- Ethereum (ETH) has 18 as scale.
PayPal Cryptocurrency platform handles the scale to 8 digits for Bitcoin and its forks or offshoots and Ehereum.