Customer disputes

Overview

DocsCurrentLast updated: November 7th 2022, @ 12:13:43 pm


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Occasionally, something goes wrong with a customer's order. A dispute occurs when:

  • A customer has not received goods or a service.
  • The received goods or service are not as described.
  • The customer needs more details, such as a copy of the transaction or a receipt.

How it works

To dispute a charge, a customer can file a case with PayPal through the Resolution Center or ask their bank or credit card company to reverse a charge. A charge reversal is also known as a chargeback.

The buyer can file a dispute directly with the merchant or on PayPal's Resolution Center. If the dispute is settled in the buyer's favor, a refund is initiated to the buyer. Disputes Flow Marketplace

The buyer can file a dispute with the bank or card issuer. If the dispute is settled in the buyer's favor, a refund is initiated to the buyer. Disputes Flow Bank

The customer experience

In the Resolution Center, the customer selects Report a Problem and then selects the type of dispute from these options:

  • I didn't receive an item I purchased
  • I received an item that's not as described
  • I want to report unauthorized activity
  • I have a billing issue

Then, a dispute is created, and the Resolution Center prompts the customer to contact the seller about the problem.

Resolution Center experience

These actions provided by the Disputes API methods are also available in the

Resolution Center where you can update your claim manually. The following table shows the methods available as actions in the Resolution Center.
MethodResolution Center Actions
List disputes
  1. Go to Case summary.
  2. Select Open Cases.
Show dispute detailsUnder Case ID, click the plus sign to show the transaction ID, date opened, and other details.
Send message to other party
  1. On the case summary page, click View.
  2. Select Message, enter the message details, and click Send.
Make an offer to resolve a dispute
  1. On the case summary page, click View.
  2. Select Make an offer.
  3. Select which offer to make: Full refund offer with item return, Partial refund offer, Replacement offer.
Escalate dispute to a claimOn the Escalate to PayPal page, enter the detailed description, and select Send.
Provide evidence
  1. Click Enter tracking information and order status.
  2. Enter the information and click Submit.
You can provide more evidence by uploading files.
Accept claim To accept the claim, select I'll issue a refund to my customer and close this case.
Appeal dispute To appeal the dispute, select I disagree with the claim. I'd like to submit additional info.

Eligibility

Review the supported countries and currencies.

Dispute use cases

Some common use cases for the Disputes API include:

  • A merchant with a high volume of disputes must automate their handling.
  • A merchant wants to manage PayPal disputes from the merchant's own dispute management tool used by its customer service agents instead of the PayPal resolution center.
  • A shopping cart wants to show open disputes with PayPal to merchants, but does not provide management of the disputes.
  • A platform provides management of PayPal disputes to its merchants through its own administration interface so that they can manage disputes in one place.

How do you want to integrate?

Choose how you want to manage your disputes.

Use the Disputes APIUse the Resolution Center

Use the Disputes API

Enable Disputes and use the API actions

Use the Resolution Center

Manually manage disputes

Get startedGo to the Resolution Center