Customer Disputes Frequently Asked Questions (FAQ)

This document provides answers to common technical questions from developers:

What is the Customer Disputes API?

The Customer Disputes API is a REST API that you use to list cases, see dispute details, provide evidence, accept claims, and appeal cases for your PayPal account.

Who can create disputes on PayPal?

Customers can create and file disputes with PayPal.

How can a customer file a dispute for a PayPal transaction?

Customers have three ways of filing disputes. For details, see Disputes, claims, chargebacks, and bank reversals.

What is the purpose of the Customer Disputes API for merchants?

The Customer Disputes API is real time and robust and supports RESTful-based integrations to search, list, and respond to disputes. Merchants can use the API to list all customer disputes with PayPal, show details for a dispute, and use the API to respond to it. Merchants can build contextual dispute resolution experiences.

Are additional fees required to integrate with the Customer Disputes API?

No, no additional fees are required to integrate with the API as a PayPal customer.

Does the API handle multiple currencies?

Yes, the API can handle all currencies in countries where PayPal operates. The API follows the standard mechanism of showing the currencies and currency codes.

Who arbitrates when a customer and merchant cannot reach agreement?

In these situations, PayPal intervenes, adjudicates the case, and applies appropriate seller protection policies. The decision-making process does not change with the Customer Disputes API integration and is consistent across the PayPal.

Do merchant need separate logins?

No. However, you need a developer account to integrate with PayPal public APIs. For details, see the PayPal Developer Experience.

Can a merchant see customer-submitted evidence?

No, due to legal and privacy reasons, a merchant cannot see this information.

Is the dispute history retained and accessible?

Yes. The PayPal back end maintains this information. However, the merchant cannot access it. If a merchant needs history, the merchant can pull API responses into their systems.

When will the Customer Disputes API be available for all PayPal merchants?

The Customer Disputes API is available to all merchants as of May 3, 2018.

Is the dispute phase supported?

Yes. The Customer Disputes API supports both dispute and claim phases.

Where is the documentation?

See Customer Disputes and the Customer Disputes API reference.