Disputes API

The types of refund the merchant can provide the customer.

The merchant's notes about the claim. PayPal can, but the customer cannot, view these notes.

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 customer
• TOO_TIME_CONSUMING. Merchant is accepting customer's claim as it is taking too long for merchant to fulfil the order
• LOST_IN_MAIL. Merchant is accepting customer's claim as the item is lost in mail or transit
• NOT_ABLE_TO_WIN. Merchant is accepting customer's claim as the merchant is not able to find sufficient evidence to win this dispute
• COMPANY_POLICY. Merchant is accepting customer’s claims to follow their internal company policy
• REASON_NOT_SET. This is the default value merchant can use if none of the above reasons apply

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.

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.

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.

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 the refund_amount and return_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 the return_shipping_address parameter in but omit the refund_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 the refund_amount parameter.

The customer notes about accepting of offer. PayPal can but the merchant cannot view these notes.

The types of response when the merchant acknowledges a returned item.

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.

The merchant provided notes. PayPal can but the consumer cannot view these notes.

An array of evidence documents.

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.

An array of evidence documents.

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.

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`.

The response option for the corresponding action. Possible values:

• Acknowledgement Types
• Accept Claim types

Indicates whether the evidence is mandatory for the corresponding action and response option.

The street number.

The street name. Just Drury in Drury Lane.

The street type. For example, avenue, boulevard, road, or expressway.

The delivery service. Post office box, bag number, or post office name.

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.

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.

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.

The second line of the address. For example, suite or apartment number.

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.

The neighborhood, ward, or district. Smaller than admin_area_level_3 or sub_locality. Value is:

• The postal sorting code for Guernsey and many French territories, such as French Guiana.
• The fine-grained administrative levels in China.

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.

A city, town, or village. Smaller than admin_area_level_1.

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 not California. Value, by country, is:

• UK. A county.
• US. A state.
• Canada. A province.
• Japan. A prefecture.
• Switzerland. A kanton.

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 not UK as used in the top-level domain names for that country. Use the C2 country code for China worldwide for comparable uncontrolled price (CUP) method, bank card, and cross-border transactions.

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 of address_details.street_number, street_name, and street_type.

The outcome of the adjudication.

The possible values are:

• BUYER_FAVOR. Resolves the case in the customer's favor. Outcome is set to RESOLVED_BUYER_FAVOR.
• SELLER_FAVOR. Resolves the case in the merchant's favor. Outcome is set to RESOLVED_SELLER_FAVOR.

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.

The date and time when the adjudication was done, in Internet date and time format.

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.

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 is INTERNAL. 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.

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.

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.

The allowed response options when the seller acknowledges that the buyer has returned an item for the dispute.

The allowed response options when the merchant is accepting the claim.

The allowed response options when the merchant makes offer to the customer.

The duplicate transaction details.

The incorrect transaction amount details.

The payment by other means details.

The credit not processed details.

The recurring billing canceled details.

The customer's name.

The note, if any, about why the merchant canceled the dispute.

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.

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.

The currency and amount for a financial transaction, such as a balance or payment due.

The cancellation details.

The date and time of the cancellation, in Internet date and time format.

The cancellation number.

Indicates whether the dispute was canceled.

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.

The email address that is provided by the merchant where the customer can share the evidences.

The merchant provided notes that are visible to both the customer and PayPal.

The date and time when the contact details were posted, in Internet date and time format.

An array of contestation documents.

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.

The date and time at which the contestation was generated, in Internet date and time format. For example, yyyy-MM-ddTHH:mm:ss.SSSZ.

The date and time at which the contestation was last updated, in Internet date and time format. For example, yyyy-MM-ddTHH:mm:ss.SSSZ.

The id which uniquely identifies a document.

The contestation document name.

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.

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.

The two-character ISO 3166-1 code that identifies the country or region.

Note: The country code for Great Britain is GB and not UK as used in the top-level domain names for that country. Use the C2 country code for China worldwide for comparable uncontrolled price (CUP) method, bank card, and cross-border transactions.

The two-character ISO 3166-1 code that identifies the country or region.

Note: The country code for Great Britain is GB and not UK as used in the top-level domain names for that country. Use the C2 country code for China worldwide for comparable uncontrolled price (CUP) method, bank card, and cross-border transactions.

The issue type.

The possible values are:

• PRODUCT. The product has an issue.
• SERVICE. The service has an issue.

The currency and amount for a financial transaction, such as a balance or payment due.

The cancellation details.

The product information.

The service details.

Details of Agreed Refund between customer and merchant.

The three-character ISO-4217 currency code that identifies the currency.

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.

The customer notes about the denial of offer. PayPal can but the merchant cannot view these notes.

The ID of the dispute.

The date and time when the dispute was created, in Internet date and time format. For example, yyyy-MM-ddTHH:mm:ss.SSSZ.

The date and time when the dispute was last updated, in Internet date and time format. For example, yyyy-MM-ddTHH:mm:ss.SSSZ.

An array of transactions for which disputes were created.

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.

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.

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.

Policy that determines whether the fee needs to be charged, retained or returned while moving the money as part of dispute process.

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.

The outcome of a dispute.

The Teammate Adjudication details for the dispute.

The Money movement details for the dispute.

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 is INTERNAL. 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.

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.

An array of customer- or merchant-posted messages for the dispute.

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.

An array of evidence documents.

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-ddTHH:mm:ss.SSSZ.

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-ddTHH:mm:ss.SSSZ.

The merchant-proposed offer for a dispute.

The refund details.

The contact details that a merchant provides to the customer to use to share their evidence documents.

An array of all the supporting information that are associated to this dispute.

The allowed response options for the buyer/seller update actions.

An array of request-related HATEOAS links.

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.

An array of request-related HATEOAS links.

The ID of the dispute.

The date and time when the dispute was created, in Internet date and time format. For example, yyyy-MM-ddTHH:mm:ss.SSSZ.

The date and time when the dispute was last updated, in Internet date and time format. For example, yyyy-MM-ddTHH:mm:ss.SSSZ.

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.

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.

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.

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.

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 is INTERNAL. 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.

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.

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-ddTHH:mm:ss.SSSZ.

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-ddTHH:mm:ss.SSSZ.

An array of request-related HATEOAS links.

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 is INTERNAL. 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.

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. DEPRECATED. PayPal accepted the dispute.
• DENIED. DEPRECATED. PayPal denied the dispute.
• NONE. A dispute was created for the same transaction ID, and the previous dispute was closed without any decision.

The amount that either the merchant or PayPal refunds the customer.

An array of disputes that match the filter criteria. Sorted in latest to earliest creation time order.

An array of request-related HATEOAS links.

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.

The document name.

The downloadable URL for the document for which the client has access.

Note: Document download may require some configuration setup and available as a limited release at this time. For more information, reach out to your PayPal account manager.

If true, indicates that a duplicate transaction was received.

The transaction details for the original transaction, when the dispute reason is DUPLICATE_TRANSACTION. Currently, contains only the date and amount.

The encrypted transaction ID. The response lists the eligible and ineligible dispute reasons.

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.

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.

The human-readable, unique name of the error.

The message that describes the error.

The PayPal internal ID. Used for correlation purposes.

The information link, or URI, that shows detailed information about this error for the developer.

An array of additional details about the error.

An array of request-related HATEOAS links.

The field that caused the error. If this field is in the body, set this value to the field's JSON pointer value. Required for client-side errors.

The value of the field that caused the error.

The location of the field that caused the error. Value is body, path, or query.

The unique, fine-grained application-level error code.

The human-readable description for an issue. The description can change over the lifetime of an API, so clients must not depend on this value.

The notes about the escalation of the dispute to a claim.

The CloudEvent specification version that this event uses, as defined in the CloudEvents Specification.

The Content type of the data attribute value, as defined in the CloudEvents Specification.

The possible values are:

• application/json. The supported content type of the dispute event.

The event payload, as defined in the CloudEvents Specification.

The identifier of the event, as defined in the CloudEvents Specification.

The timestamp of the event occurrence, as defined in the CloudEvents Specification.

The schema that data adheres to, as defined in the CloudEvents Specification.

The subject of the event, as defined in the CloudEvents Specification.

The value describing the type of event related to the originating occurrence, as defined in the CloudEvents Specification. Supported type :
com.paypal.customer.disputes.created - The dispute with the specified dispute_id has been created.
com.paypal.customer.disputes.reason-changed - The reason of the dispute has been changed
com.paypal.customer.disputes.cancelled - The dispute has been cancelled.
com.paypal.customer.disputes.claim-accepted - The merchant has accepted the claim.
com.paypal.customer.disputes.offer-made - The merchant has made an offer.
com.paypal.customer.disputes.offer-accepted - The customer has accepted the offer.
com.paypal.customer.disputes.offer-denied - The customer / merchant has provided a supporting info.
com.paypal.customer.disputes.escalated - The dispute has been escalated.
com.paypal.customer.disputes.message-sent - The customer / merchant has posted a message.
com.paypal.customer.disputes.item-return-acknowledged - The merchant has acknowledged the item returned.
com.paypal.customer.disputes.evidence-provided - The customer / merchant has provided an evidence.
com.paypal.customer.disputes.supporting-info-provided - The customer / merchant has provided supporting information.
com.paypal.customer.disputes.appealed - The customer / merchant has appealed the adjudication.
com.paypal.customer.disputes.evidence-requested - The customer / merchant has been requested the evidence.
com.paypal.customer.disputes.adjudicated - The dispute has been adjudicated.
com.paypal.customer.disputes.resolved - The dispute has been resolved.

The event source, as defined in https://github.com/cloudevents/spec/blob/v1.0/spec.md#source-1.

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 buyer
• PROOF_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 policy
• BILLING_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 service
• POLICE_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 buyer
• INFORMATION_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 received
• COPY_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.
• 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.
• OTHER. Other.

The evidence-related information.

An array of evidence documents.

Any evidence-related notes.

The source of the evidence.

The possible values are:

• REQUESTED_FROM_BUYER. PayPal requested evidence from the customer.
• REQUESTED_FROM_SELLER. PayPal requested evidence from the merchant.
• SUBMITTED_BY_BUYER. Evidence was submitted by the customer.
• SUBMITTED_BY_SELLER. Evidence was submitted by the merchant.
• SUBMITTED_BY_PARTNER. Evidence was submitted by the partner.

The date and time when the evidence was received, in Internet date and time format.

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.

The item type for which the evidence is requested or submitted.

The possible values are:

• PRODUCT. The product has an issue.
• SERVICE. The service has an issue.
• BOOKING. The booking has an issue.
• DIGITAL_DOWNLOAD. The digital download has an issue.

The action details for the information. Includes additional information such as the action for which the evidence was requested/submitted, and whether the evidence is mandatory for the corresponding action.

The dispute life cycle stage for the evidence.

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 is INTERNAL. 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.

An array of relevant tracking information for the transaction involved in this dispute.

An array of refund IDs for the transaction involved in this dispute.

An array of evidences for the dispute.

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..

Indicates that the merchant was contacted.

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.

The date and time when merchant was contacted.

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.

The date and time when the buyer contacted the partner to file a dispute, in Internet date and time format. For example, yyyy-MM-ddTHH:mm:ss.SSSZ.

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.

The billing issue details.

The customer-provided merchandise issue details for the dispute.

The currency and amount for a financial transaction, such as a balance or payment due.

The date and time when the customer created the transaction, in Internet date and time format.

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.

The item description.

The count of the item in the dispute. Must be a whole number.

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.

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.

The amount of the item in the dispute.

Any notes provided with the item.

The type of the item which has the issue.

The possible values are:

• PRODUCT. The product has an issue.
• SERVICE. The service has an issue.
• BOOKING. The booking has an issue.
• DIGITAL_DOWNLOAD. The digital download has an issue.

The type of the item which has the issue.

The possible values are:

• PRODUCT. The product has an issue.
• SERVICE. The service has an issue.
• BOOKING. The booking has an issue.
• DIGITAL_DOWNLOAD. The digital download has an issue.

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. The href is the key HATEOAS component that links a completed call with a subsequent call.

The link relation type, which serves as an ID for a link that unambiguously describes the semantics of the link. See Link Relations.

The HTTP method required to make the related call.

The types of offer the merchant can offer the customer.

The merchant's notes about the offer.

The amount proposed to resolve the dispute.

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.

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.

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 the offer_amount but omit the return_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 the return_shipping_address parameter and the offer_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 the offer_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 the offer_amount parameter from the make offer request.

The issue type.

The possible values are:

• PRODUCT. The product has an issue.
• SERVICE. The service has an issue.

The product information.

The service details.

The cancellation details.

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.

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.

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.

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.

The date and time when the message was posted, in Internet date and time format.

The message text.

An array of metadata for the documents which contains any additional info about the message posted.

The three-character ISO-4217 currency code that identifies the currency.

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.

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.
• PAYMENT_PROCESSOR. The money movement is related to the payment processing tenants such as PayPal, Venmo, Braintree etc.