Disputes Integration Guide
DocsCurrentLast updated: October 10th 2022, @ 11:44:28 pm
PayPal merchants, partners, and external developers can use the PayPal Disputes API to manage disputes.
For concepts, see the Disputes Overview.
Integration steps
Step | Required | Stage | Description |
---|---|---|---|
1. | Required | Prerequisite | Set up your development environment. |
2. | Optional | Gather dispute information | You can list disputes and show details for a single dispute. |
3. | Optional | Inquiry | You can send message to the other party, make an offer to resolve the dispute, and escalate a dispute to a claim. |
4. | Optional | Claim | You can provide evidence, accept the claim, or appeal the dispute if it was resolved in favor of the counter party. |
5. | Optional | Settlement | In the sandbox, you can update the dispute status and settle the dispute. See Disputes and Integration Testing. |
Set up your development environment
Before you can integrate Disputes, you must set up your development environment. After you get a token that lets you access protected REST API resources, you create sandbox accounts to test your web and mobile apps.
When you create an app, enable Disputes in the App feature options section.
For details, see Get Started.
Then, return to this page to integrate Disputes.
Gather dispute information
You can gather dispute information during any dispute lifecycle stage. You can list disputes and show details for a single dispute.
List disputes
Merchants can list disputes. When you list disputes, the response shows the dispute_id
, reason
, status
, dispute_amount
, create_time
, and update_time
fields for each dispute.
To filter the disputes in the response, specify one or more optional query parameters in the request URI.
For a full list of query parameters and additional information, see list disputes in the API reference.
Show dispute details
To show details for a dispute, you include the dispute ID in the request URI. The response shows dispute details and HATEOAS links that enable you to complete other actions for the dispute.
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.
For additional information, see show dispute details in the API reference.
Acknowledge returned item
At any stage in the dispute lifecycle, merchants can request that the customer return a MERCHANDISE_OR_SERVICE_NOT_AS_DESCRIBED
item or service for a full refund. Until the merchant calls provide evidence to provide PROOF_OF_RETURN
, the dispute has the WAITING_FOR_SELLER_RESPONSE
status.
For additional information, see acknowledge returned item in the API reference.
Inquiry stage
In the inquiry stage, the dispute status must be INQUIRY
.
In this stage, you can send a message to the other party, make an offer to resolve the dispute, and escalate a dispute to a claim.
Send message to other party
To send a message to the other party, you include the dispute ID in the request URI.
You must also include a message to the other party in the JSON request body.
A successful request returns the HTTP 200 OK
status code and a JSON response body that includes a link to the dispute.
Make offer to resolve dispute
A merchant can make these types of offers to a customer:
Offer type | Description |
---|---|
Refund only | The merchant agrees to refund a specific amount to the customer. |
Refund with return from customer | The merchant agrees to refund the full dispute amount but expects the customer to return the item to a specific return address. |
Refund with replacement to customer | The merchant agrees to refund a specific amount and agrees to send the customer a replacement item. |
To make an offer to resolve a dispute, you include the dispute ID in the request URI.
You must also include a note about the offer and the offer amount. You can optionally include a return shipping address for the item and the ID of the invoice for the refund:
note | string | Required | The notes about the offer. |
offer_amount | object | Required | The amount proposed to resolve the dispute. |
return_shipping_address | object | Optional | The return address for the item. |
invoice_id | string | Optional | The ID of the invoice for the refund. |
A successful request returns the HTTP 200 OK
status code and a JSON response body that includes a link to the dispute.
Escalate dispute to claim
You can escalate a dispute by ID to a PayPal claim to resolve the dispute.
You specify the dispute ID in the URI and include a note about the escalation in the JSON request body:
curl "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."
}'
A successful request returns the HTTP 200 OK
status code and a JSON response body that includes a link to the dispute:
{
"links": [{
"rel": "self",
"method": "GET",
"href": "https://api-m.sandbox.paypal.com/v1/customer/disputes/PP-000-000-651-454"
}]
}
Claim stage
In the claim stage, you can provide evidence, accept a claim, and appeal a dispute.
Provide evidence
Customers and merchants can provide evidence for a dispute by ID. Merchants can provide evidence for disputes that have the WAITING_FOR_MERCHANT_RESPONSE
status while customers can provide evidence for disputes that have the WAITING_FOR_BUYER_RESPONSE
status.
Evidence can be a proof of delivery or proof of refund document or notes, which can include logs. A proof of delivery document includes a tracking number while a proof of refund document includes a refund ID.
- The maximum length of notes can be 2000 characters.
- For constraints and rules regarding documents, see documents.
Each dispute reason requires certain information for various evidence types. See dispute reasons.
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 that are associated with evidence types, see dispute reasons.
The response provides a HATEOAS links that enables you to get more information about the dispute.
For additional information, see provide evidence in the API reference.
Accept claim
When you accept a claim for a dispute, the dispute closes in the customer's favor and you refund the customer's money from your merchant's account.
In addition to specifying the ID of the dispute in the URI, specify one or more optional parameters in the JSON request body:
- Your notes for acceptance of the customer's claim.
- Your reason for acceptance of the customer's claim. See dispute reasons.
- The ID of the invoice for the refund.
For additional information, see accept claim in the API reference.
Appeal dispute
You can appeal a lost dispute by ID.
To appeal a dispute, use the appeal
link in the HATEOAS links from the show dispute details response. If this link does not appear, you cannot appeal the dispute.
Specify the dispute ID in the URI, and submit new evidence as a document or notes in the JSON request body. Evidence can be a proof of delivery or proof of refund document or notes, which can include logs. A proof of delivery document includes a tracking number while a proof of refund document includes a refund ID.
- The maximum length of notes can be 2000 characters.
- For constraints and rules regarding documents, see documents.
If the seller appeals after a dispute has been resolved in the buyer's favor, the dispute is open again. The DISPUTE.UPDATED
webhook is sent. This type of appeal can result in a win or loss for the seller.
If the seller wins this appeal, the seller gets money from PayPal, and the CASE.RESOLVED
webhook is sent. There is no payment webhook, but there is an entry in the settlement report with the code T0805.
If the seller loses this appeal, there is no money movement, and the case is closed. The CASE.RESOLVED
webhook is sent.
For additional information about dispute reasons, see dispute reasons.
For additional information, see appeal dispute in the API reference.
Sandbox-only methods
In the sandbox, you can use create dispute
, update dispute status
, or settle dispute
. To create a dispute in the sandbox, you must set up buyer-side credentials. To update the dispute status or settle a dispute, you do not need to set up the buyer-side credentials. Refer to API documentation for more information about update dispute status and settle dispute.
Set up buyer-side credentials to create a dispute in the sandbox
To create a dispute in the sandbox, you must set up buyer-side credentials using the following steps.
1. Configure your REST app
Set up your REST app with the following scope:
https://uri.paypal.com/services/disputes/create
= DISPUTE_CREATE
2. Get permission from the buyer
To get permission from the buyer to create disputes on their behalf, save the following code as HTML to create a Log in with PayPal button. Set the CLIENT_ID
and URL_SET_IN_APP
from the REST app. Then, log in as the buyer and accept consent.
<span id='cwppButton'></span>
<script src="https://www.paypalobjects.com/js/external/connect/api.js"></script>
<script>
paypal.use( ['login'], function (login) {
login.render ({
'appid': 'CLIENT_ID',
'authend': 'sandbox',
'scopes': 'openid https://uri.paypal.com/services/disputes/create
https://uri.paypal.com/services/disputes/read-buyer',
'containerid': 'cwppButton',
'locale': 'en-us',
'buttonType': 'CWP',
'buttonSize': 'lg',
'returnurl': 'URL_SET_IN_APP'
});
});
</script>
3. Generate access token
Use the following code to generate an access token. Use the CLIENT_ID
and secret access token for the merchant to access the PayPal Dispute API.
curl -v -X POST "https://api-m.sandbox.paypal.com/v1/oauth2/token" \
-u "<CLIENT_ID>:<CLIENT_SECRET>" \
-H "Content-Type: application/x-www-form-urlencoded" \
-d "grant_type=client_credentials"
4. Generate JSON web token for PayPal Authorization Assertion
Use the following code to generate the JSON web token. The CLIENT_ID
is from the merchant's REST API. The email is the buyer's email address. The JSON web token is given as output.
<span id='cwppButton'></span>
<html>
<script>
function base64url(source) {
var encodedSource = btoa(source);
encodedSource = encodedSource.replace(/=+$/, '');
encodedSource = encodedSource.replace(/\+/g, '-');
encodedSource = encodedSource.replace(/\//g, '-');
return encodedSource;
}
function generateJWT() {
var header = {"alg": "none", "typ": "JWT"};
var data = {"iss":"CLIENT_ID", "email" : "BUYER_EMAIL" };
document.write(base64url(JSON.stringify(header)) + "." +
base64url(JSON.stringify(data)) + ".");
}
</script>
<body onload="generateJWT()"/>
<html>
5. Get the buyer transaction ID
Using the following code, pass the access token from step 2, the JSON web token from step 3, and the seller transaction ID from the transaction details of the transaction in dispute. This API returns the valid type of disputes that can be created for a given transaction. Also, the buyer transaction ID is returned.
curl -X POST "https://api-m.sandbox.paypal.com/v1/customer/disputes/validate-eligibility" \
-H "Authorization: Bearer <ACCESS_TOKEN>" \
-H "Content-Type: application/json" \
-H "PayPal-Auth-Assertion: <JWT Token>" \
-d '{
"encrypted_transaction_id": "<Seller Transaction ID>"
}'
6. Create the dispute
Using the following code, pass the access token from step 2, the JSON web token from step 3, and the buyer transaction ID from step 4 to create the dispute.
curl -X POST "https://api-m.sandbox.paypal.com/v1/customer/disputes" \
-H "Authorization: Bearer <ACCESS_TOKEN>" \
-H "Content-Type: multipart/related" \
-H "PayPal-Auth-Assertion: <JWT TOKEN>" \
-F 'input={"disputed_transactions": [{
"buyer_transaction_id": "<BUYER TRANSACTION ID>"
}],
"reason": "MERCHANDISE_OR_SERVICE_NOT_RECEIVED",
"dispute_amount": { "currency_code":"USD", "value": "7.50" },
"extensions": {
"merchant_contacted": true,
"merchant_contacted_outcome": "NO_RESPONSE",
"merchandize_dispute_properties": {
"issue_type": "PRODUCT"
}
}
};
type=application/json'
Negative testing for disputes
You can use simulation to test your disputes. For more information, see Disputes and Integration Testing.
Dispute reasons
Each dispute reason requires certain information for various evidence types:
MERCHANDISE_OR_SERVICE_NOT_RECEIVED
The customer did not receive the merchandise or service.
Evidence type | Required |
---|---|
PROOF_OF_FULFILLMENT | tracking_info
note or document . For example, a document can be a proof of delivery signature or a proof of receipt copy. |
PROOF_OF_REFUND |
|
MERCHANDISE_OR_SERVICE_NOT_AS_DESCRIBED
The customer reports that the merchandise or service was not as described.
Evidence type | Required |
---|---|
OTHER | A |
PROOF_OF_REFUND | A set of |
UNAUTHORISED
The customer did not authorize purchase of the merchandise or service.
Evidence type | Required |
---|---|
PROOF_OF_FULFILLMENT |
|
PROOF_OF_REFUND | The refund ID. |
OTHER | A |
CREDIT_NOT_PROCESSED
The credit transaction was not processed for the customer.
Evidence type | Required |
---|---|
PROOF_OF_REFUND | The refund ID. |
OTHER | A |
DUPLICATE_TRANSACTION
The transaction was a duplicate.
Evidence type | Required |
---|---|
PROOF_OF_REFUND | The refund ID. |
OTHER | A |
INCORRECT_AMOUNT
The customer was charged an incorrect amount.
Evidence type | Required |
---|---|
PROOF_OF_REFUND | The refund ID, for the difference in amount. |
OTHER | A |
PAYMENT_BY_OTHER_MEANS
The customer paid for the transaction through other means.
Evidence type | Required |
---|---|
PROOF_OF_REFUND | The refund ID, for the difference in amount. |
OTHER | A |
CANCELED_RECURRING_BILLING
The customer was incorrectly charged because he or she canceled recurring billing.
Evidence type | Required |
---|---|
PROOF_OF_REFUND | The refund ID, for the difference in amount. |
OTHER | A |
OTHER
Evidence type | Required |
---|---|
PROOF_OF_REFUND | The refund ID. |
OTHER | A |
Documents
The following rules apply to document file types and sizes:
- The party can upload up to 50 MB of files per request.
- Individual files must be smaller than 10 MB.
- The supported file formats are JPG, JPEG, GIF, PNG, and PDF.